Reservations Agent

JobsCloseBy Editorial Insights

Accor is hiring a part‑time Reservations Agent for Sofitel in Queenstown, 25 hours a week onsite, to be the first contact for guests and to maximise room and rate yield while delivering heartfelt, personalised service. You’ll process group, FIT and corporate bookings, answer calls within 3 rings, handle invoicing, upsell and enroll guests in ALL, and coordinate with Sales and F&B for events. Requires 1 year in Reservations/Front Office in luxury, strong Opera and ResWeb/DataWeb skills, and superb listening and negotiation. Benefits include meals, uniform, gym access, wellbeing support, and career progression; sponsorship is not offered. Focus your application on yield discipline, brand fit with Sofitel pillars, and warm guest connections.

Company Description

YOUR PURPOSE

Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.

To anticipate and personalise each guest's stay, turning a booking into the beginning of something truly special.

Job Description

Curate the structure of an exquisite stay, being the very first point of contact our guests have with us. Responsible for maximizing room and rate yield at the hotel, ensuring a timely response to all reservations enquiries.

• Process and input group, FIT and corporate reservations following hotel reservations policy
• Answer all calls promptly, within 3 rings using specified greeting for hotel, in a courteous and efficient manner. Ensure that all relevant information is obtained.
• Take initiative to seek out memorable ways to engage with guests, and harness your creativity to deliver emotion and heart felt service in every interaction.
• Ensure all Group checklists are updated on the same date they are received.
• Send group invoice to companies/agents for payment and follow-up on any outstanding payments.
• Expertly provide upselling opportunities and recruit onto Accor Live Limitless (ALL).
• Liaison with Sales team and Food and Beverage team for conference or event arrangement.
• Take personal responsibility to ensure that all inquiries are addressed.
• Ensure all outward correspondence complies with company procedures, and any unusual correspondence is authorised by the Operations Manager.
• Assist in the preparation and checking of the rate manual.
• Check and update, as necessary, rates in the computer system.
• Adhere to rates published in the Rate Manual or rate advertisements. Exceptions to the published rates must be made through the Reservations Manager
• Maintain a positive selling approach to maximise yield in both occupancy and rates.

You will embody the distinctive Sofitel Brand Pillars & hold a healthy obsession with connecting our guests with these:

• Soul Impact

French Zest - Incorporate the French mindset through encouraging freedom of thought, striving for excellence with passion and an effortlessly chic style. Display French art de vivre – embracing life and love in an effortlessly joyful manner.

Heartfelt Service Culture - possess an innate desire to surprise and delight every guest and to tailor services to each individual, inspiring emotions and memories.

• Social Impact

Committed Luxury - Take great pride in promoting vibrant local cultures and associated know-how, and possess a deep respect for the communities and environment our hotel is located.

Cultural Link – expertly connect and blend the French culture with our local culture and community to create exceptional and unique guest experiences.

• Live our Brand Purpose: “Guided by out French zest for life, we inspire heartfelt encounters”

Qualifications

• Minimum 1 year previous Reservation/Front Office experience is essential.
• 5 star luxury environment is preferred.
• Expert knowledge of Opera and familiar with Accor ResWeb and DataWeb system.
• Passion for high end hospitality with an absolute eye for detail.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Projects professional image at all times through personal presentation/ interpersonal skills.

Additional Information

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. 

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Free gym access plus ski hire during the winter.
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices.
• Take part in social activities and community involvement initiatives through the year.
• Build your career with the New Zealand Hotel of the Year 2024.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Permanent part-time position, 25hours a week.

Please note, we are not sponsoring for this position.