Reservation Associate

Reservation Associate — Typical Job Description at AccorPurpose of the Role

• Maximize room bookings
  by delivering a courteous, efficient reservations service that optimizes occupancy and revenue.
• Key Responsibilities

Reservations Management & Guest Interaction

• Promptly respond to all reservation requests via phone, email, or online systems, ensuring accurate recording of details.
• Input and maintain reservation data in systems like Opera or equivalent PMS, including rates, availability, messages, and validity dates.
• Reconfirm guest arrivals one day prior and ensure front desk teams are informed.
• Manage group bookings—create group masters, update arrival lists, and liaise with relevant teams for group requirements.
• Monitor occupancy trends; implement stop-sell measures when needed and guide Front Office and telephony teams.
• Track no-shows and liaise with the appropriate team (e.g., Reservation or Guest Services) for follow-up.
• Revenue & Yield Management
• Strive to maximize occupancy and average rate through effective conversion of enquiries into confirmed bookings.
• Support or assist in preparing rate manuals and ensure rate schedules in the system are accurate.
• Share leads, feedback, and suggestions with Sales & Marketing or DOS to generate additional revenue.
• Coordination & Administration
• Collaborate with Sales, Front Office, and other departments to ensure smooth operations and satisfy guest needs.
• Complete daily administrative duties—correspondence, reporting, filing, and ensuring compliance with SOPs and emergency protocols.
• Regularly clear and archive past reservations.
• Team Support & Safety Compliance
• Provide support to other team members and help train or mentor colleagues.
• Ensure reservation team members are trained in safety procedures and adhere to Accor's health, safety, and emergency standards.
• Required Skills & Qualifications
• Education
  : Diploma or degree in Hospitality Management or Business Administration preferred; high school diploma minimum.
• Systems knowledge
  : Proficiency with Opera PMS or similar reservation systems.
• Skills
  :
• Excellent communication and guest service orientation.
• Strong attention to detail and organization.
• Ability to multitask and perform under pressure.
• Interpersonal and coordination skills.

Tailored Summary for Your Use: JD Template

Job Title
: Reservation Associate

Location
: (Insert location)

Position Type
: Full-time, Permanent (typically under Sales & Marketing category)

Role Overview

Manage guest reservation inquiries and bookings throughout the reservation lifecycle, ensuring accuracy, timely processing, and optimal revenue outcomes.

Key Responsibilities

• Handle guest reservation requests professionally and efficiently through all communication channels.
• Maintain reservation systems (e.g., Opera) with up-to-date rates, availability, and guest information.
• Conduct daily reconfirmations, no-show follow-ups, and ensure front desk coordination.
• Support group booking processes and manage allocations.
• Monitor booking volumes, implement rate/yield strategies, and assist in rate manual planning.
• Liaise with Sales & Marketing, Front Office, and other departments.
• Perform administrative tasks such as reporting, filing, and historical reservation maintenance.
• Mentor/team support and ensure compliance with safety and SOP standards.

Qualifications & Skills

• High school diploma required; diploma/degree in hospitality or related field preferred.
• Proficiency in Opera PMS or similar systems.
• Exceptional guest-service mindset, attention to detail, and organizational capability.
• Strong communication skills and ability to work in high-volume settings.