Reservations Agent

Job description

• Manage and process all reservation requests received through the various distribution channels with precision, ensuring they are handled within the same business day and in accordance with brand procedures and standards.
• Maintain a sales-oriented approach focused on maximizing hotel occupancy and revenue, advising guests on the accommodation option and services that best suit their needs.
• Provide personalized, excellent service, offering an experience aligned with the company's hospitality and quality standards.
• Verify compliance with rate, cancellation, modification, and deposit policies applicable to each reservation.
• Coordinate special guest requests with the hotel's various departments, ensuring proper preparation for their arrival and a memorable stay.
• Identify and take advantage of up-selling and cross-selling opportunities, promoting higher room categories, current promotions, and additional hotel services, in order to increase revenue and enhance the guest experience.
• Keep the room inventory updated and ensure proper availability control in the hotel management system.
• Resolve reservation-related issues quickly and professionally, escalating cases that require it to the Reservations Supervisor.
• Manage groups booked individually by participants, ensuring compliance with agreed conditions and proper coordination with the involved departments.

What do we offer?

• Exclusive benefits at Accor group hotels worldwide, so you can enjoy unique experiences within our international network.
• Flexible compensation with options such as restaurant, transport, and private health insurance.
• Bicycle and scooter parking, with a charging point.
• A dynamic, multicultural, and motivating work environment, surrounded by professionals passionate about luxury hospitality.
• Professional development opportunities, both within the property and at other brand hotels anywhere in the world.
• Continuous training through our Learn Your Way platform, designed to boost your talent and professional growth.

Company description

Upscale, 5 star hotel in Barcelona, Port Olimpic, being in the city centre, but only a few metres from the beach

A Sofitel Hotel in Barcelona! With an unbeatable location overlooking the sea and close to the beach, it is ideal for business and leisure travelers.
It has comfortable rooms, two pools and a gym. For meetings, it has fully equipped rooms that can hold up to 800 people.
Our service and commitment is focused on satisfying the needs of all our guests so that they can make the most of their stay in Barcelona. Barcelona, the city of Gaudí, is one of the most modern cities in the country, and not surprisingly, major technological congresses such as Mobile World are held in this city. Not everything is future, culture and history are essential to understand its people. The Sofitel hotel is located opposite Barceloneta, its most famous beach. A few minutes walk away is the Gothic Quarter, one of the main tourist attractions of Barcelona. It is well connected to the airport and the train station.

• Excellent oral and written communication skills, with a strong sales orientation and the ability to identify sales opportunities.
• Proficiency in Spanish, English, and French, both spoken and written; knowledge of another language will be considered an asset.
• Ability to establish, maintain, and strengthen professional relationships with internal and external clients, providing excellent service.
• Ability to work collaboratively and effectively as part of a multidisciplinary team.
• Strong interpersonal, negotiation, and problem-solving skills, with the ability to make timely decisions.
• High level of organization, planning, and task follow-up, with attention to detail.
• Ability to efficiently manage a high volume of calls, emails, requests, and reservations, maintaining quality and accuracy in service.
• Strong customer orientation, demonstrating empathy, courtesy, and professionalism, even in high-demand or high-pressure situations.
• Proficiency in the Opera PMS hotel management system.
• Proficiency in Microsoft Office tools, especially Word, Excel, and Outlook, at an intermediate or advanced level.

Descripción del empleo

• Gestionar y procesar con precisión todas las solicitudes de reserva recibidas a través de los distintos canales de distribución, garantizando su atención dentro del mismo día hábil y conforme a los procedimientos y estándares de la marca.
• Mantener un enfoque comercial orientado a maximizar la ocupación y los ingresos del hotel, asesorando a los huéspedes sobre la opción de alojamiento y los servicios que mejor se adapten a sus necesidades.
• Brindar una atención personalizada y de excelencia, ofreciendo una experiencia alineada con los estándares de hospitalidad y calidad de la compañía.
• Verificar el cumplimiento de las políticas de tarifas, cancelaciones, modificaciones y depósitos aplicables a cada reserva.
• Coordinar con los diferentes departamentos del hotel las solicitudes especiales de los huéspedes, garantizando una adecuada preparación para su llegada y una estancia memorable.
• Identificar y aprovechar oportunidades de up-selling y cross-selling, promoviendo categorías superiores de habitaciones, promociones vigentes y servicios adicionales del hotel, con el fin de incrementar los ingresos y mejorar la experiencia del huésped.
• Mantener actualizado el inventario de habitaciones y asegurar el adecuado control de la disponibilidad en el sistema de gestión hotelera.
• Resolver de manera ágil y profesional las incidencias relacionadas con reservas, escalando los casos que lo requieran al Supervisor de Reservas.
• Gestionar grupos reservados de manera individual por los participantes, asegurando el cumplimiento de las condiciones pactadas y la correcta coordinación con las áreas involucradas.

¿Qué ofrecemos?

• Beneficios exclusivos en hoteles del grupo Accor en todo el mundo, para que disfrutes de experiencias únicas dentro de nuestra red internacional.
• Retribución flexible con opciones como restaurante, transporte y mutua privada.
• Parking para bicicletas y patinetes, con punto de carga.
• Un entorno de trabajo dinámico, multicultural y motivador, rodeado de profesionales apasionados por la hospitalidad de lujo.
• Oportunidades de desarrollo profesional, tanto dentro de la propiedad como en otros hoteles de la marca en cualquier parte del mundo.
• Formación continua a través de nuestra plataforma Learn Your Way, diseñada para impulsar tu talento y tu crecimiento profesional.

Descripción de la empresa

Upscale, 5 star hotel in Barcelona, Port Olimpic, being in the city centre, but only a few metres from the beach

A Sofitel Hotel in Barcelona! With an unbeatable location overlooking the sea and close to the beach, it is ideal for business and leisure travelers.
It has comfortable rooms, two pools and a gym. For meetings, it has fully equipped rooms that can hold up to 800 people.
Our service and commitment is focused on satisfying the needs of all our guests so that they can make the most of their stay in Barcelona. Barcelona, the city of Gaudí, is one of the most modern cities in the country, and not surprisingly, major technological congresses such as Mobile World are held in this city. Not everything is future, culture and history are essential to understand its people. The Sofitel hotel is located opposite Barceloneta, its most famous beach. A few minutes walk away is the Gothic Quarter, one of the main tourist attractions of Barcelona. It is well connected to the airport and the train station.

• Excelentes habilidades de comunicación oral y escrita, con una marcada orientación comercial y capacidad para identificar oportunidades de venta.
• Dominio del español, inglés y francés tanto hablado como escrito; el conocimiento de otro idioma será considerado un valor añadido.
• Capacidad para establecer, mantener y fortalecer relaciones profesionales con clientes internos y externos, ofreciendo un servicio de excelencia.
• Habilidad para trabajar de forma colaborativa y eficaz como parte de un equipo multidisciplinario.
• Sólidas habilidades interpersonales, de negociación y resolución de problemas, con capacidad para tomar decisiones oportunas.
• Alto nivel de organización, planificación y seguimiento de tareas, con atención al detalle.
• Capacidad para gestionar eficientemente un alto volumen de llamadas, correos electrónicos, solicitudes y reservas, manteniendo la calidad y precisión en el servicio.
• Marcada orientación al cliente, demostrando empatía, cortesía y profesionalismo, incluso en situaciones de alta demanda o presión.
• Manejo del sistema de gestión hotelera Opera PMS.
• Dominio de herramientas de Microsoft Office, especialmente Word, Excel y Outlook, a nivel intermedio o avanzado.

Información adicional