Agent de réservation

As a Reservations Agent, you will play a crucial role in ensuring exceptional customer experiences by handling reservation inquiries and bookings for our hotel. Your main responsibilities will involve providing friendly and efficient service to customers seeking information on our services, rates, and availability. Your outstanding communication and organizational skills will be instrumental in coordinating reservations and supporting our guests throughout their booking process. The role requires a customer-centric approach, attention to detail, and the ability to work effectively in a fast-paced environment.
 

Responsibilities:
• Respond promptly and courteously to customer inquiries through various communication 
channels, including phone calls, emails, and online chats.
• Assist customers in making reservations, providing accurate information about services, 
rates, policies, and availability.
• Address customer concerns and resolve issues effectively to ensure a positive booking 
experience.
• Manage reservations using the hotels reservation system, ensuring accuracy and completeness of guest information.
• Confirm bookings, process payments, and issue reservation confirmations to customers.
• Maintain an organized and up-to-date reservation database.
• Promote additional services, packages, and upgrades to enhance customer experiences and maximize revenue

• Collaborate with other departments, such as housekeeping and front desk, to ensure seamless guest 
experiences.

• Liaise with travel agents, tour operators, and third-party platforms to handle reservations and maintain positive relationships.
• Handle reservation modifications, cancellations, and rebooking requests efficiently, adhering to company policies.
• Assist guests with resolving booking-related issues, demonstrating empathy and a willingness to find appropriate solutions.

•  Prepare and maintain daily, weekly, and monthly reports on reservation activities and trends.
• Stay up-to-date with company policies, procedures, and services to provide accurate and relevant information to customers.
• Participate in training programs to enhance skills and knowledge.
 

Requirements:
• Proven experience in a customer service or reservations-related role is preferred.
• Excellent communication skills with a friendly and professional demeanour.
• Strong problem-solving skills and the ability to handle challenging situations with composure.
• Familiarity with reservation systems and online booking platforms is an advantage.
• Ability to work under pressure and meet booking targets.
• Proficiency in using computer systems and standard office software.
• Qualifications in hospitality or tourism-related fields are a plus.
• Flexibility in work schedule, as this role may require shift work and weekend availability

We genuinely care about people and we show this through living out our promise of True 
Hospitality each and every day. It’s what connects every colleague in all IHG®hotels. Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests 
True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
There’s so much more to the job than we can capture here. It’s more than simply creating great experiences, doing the right thing and understanding people.
 

What we offer

Your career journey will be supported through our lifelong development program, and transfer of entitlements as you move and grow with IHG. In addition to the always popular hotel perks like accommodation and food & beverage discounts, our discount retail platform makes your pay go even further. We are proud to be IHG and we know you will be too.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve - visit www.http://careers.ihg.com to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.