Reservations Agent

About the Role
Join our team at Novotel Christchurch Airport! We are currently seeking a Reservations Agent with great attention to detail to join our team.

This is a full-time permanent role.

Key Responsibilities

• Have knowledge of the entire Accor Reservation Procedures
• Responsible for the hotel, local reservations and all reservation links directly or indirectly to Accorhotels.com / co.nz
• Responsible for implementation of all AccorHotels reservation policies and procedures.
• Have knowledgeable in hotel and guest room facilities/services
• Actively promote upselling within the reservations team
• Ensure special handling of repeats and VIP guests.
• Able to handle all reservation correspondences, promptly answer all phones/email requests and record them accurately into the PMS system. Spot check regularly all reservations loaded into the PMS system are up to date.
• Constant upkeep of GDS, Opera and all Reservation Systems which includes updating the rates, validity dates, mail messages & availability control.

• Observes and ensures that proper telephone manners are maintained and adhere to the Accor Resavision standards.
• Check no-shows from previous day and give details to Front Office Manager for processing and follow-up.
• Monitor occupancy for upcoming 12 weeks and prepare a 3 month forecast each Monday and before the 5th of each month to distribute to the General Manager.
• Monitor allotments / stop sells, input date into PMS and update the Front Office and GDS allotment holders.
• Manage cancellations, disrupts, pick up and release dates.
• Regularly check guest history records and liaise with the Front Office Manager should a tidy up need to be actioned.
• Keep up to date a Local/National events calendar
• Communication with the sales department to forward all possible leads and feedback from inbound and corporate markets.
• Supervise the Group reservation, create Group Masters and update Group information as it is received e.g. Rooming Lists, Arrival, and Meals. Follow up on information if not received. Liaise with other departments to ensure group requirements and special requests are actioned.
• Manage all group billing issues and resolve any account enquiries and disputes with the Front Office Manager.
• Actively liaise with the Conference Sales Manager to accept/decline group room rates/requests and ensure rooming lists and confirmation with deposits are received as contracted.
• Ensure completion of daily duties e.g. Correspondence, Filing, Reports etc. Clear past reservations monthly and file in file boxes for storage.
• Reconfirm all arrivals 1 day prior to arrival and ensure all relevant information is available to Front Desk by the evening prior to arrival.
• Handle client compliments or complaints and ensure proper feedback to General Manager for communication or rectification by department(s) concerned.
• Any other reasonable request as required by Hotel Management.

Requirements

• Previous Reservations experience.
• Knowledge of Opera PMS and Reservations Standards/systems.
• Excellent Computer Skills – MS Office Suite.

• Attention to detail.
• Competitive and results focused.
• Strong negotiator with excellent communication skills, both written and oral.
• Excellent people skills, able to adapt style and approach to interact professionally with a variety of people and requests.
• Excellent organisational skills, able to prioritise conflicting tasks professionally.
• Strong guest service orientation.
• Demonstrates initiative and flexibility.
• Ability to resolve problems adequately to the circumstance.
• Awareness and understanding of confidential nature of material.
• Ability to cope effectively under pressure.

• Customer service orientation
• Good organizational and multi-tasking abilities
• Strong communication and people skills
• Excellent knowledge of MS Office (especially Excel and Word)
• Proficient in English (oral and written)

Benefits

• Work for an Employer of Choice 2022
• Free staff carparking
• Meals and uniform provided
• Competitive salary
• Fantastic discounted hotel rates and restaurant and spa discounts across our network
• Training on the job, online and through regular workshops/group events

Who We Are - Ko Wai Mātou

Novotel Christchurch Airport is part of the Accor Hotels franchise and Hind Management Group (NZ Employer of Choice 2022). Novotel and Hind Management believe in empathy, understanding and accommodating differences. We believe that 'we are all valued' and our success is a direct reflection of our people, teamwork, passion and professionalism.

Hind Management has recently been awarded HRD's Five Star Employer of Choice Award for 2022 . Our people love coming to work every day and we think you will too! We’re looking for positive people, working with us means getting unlimited opportunities to develop yourself and your career, being part of a community and company culture that’s passionate about putting people first. And it means having the flexibility and opportunity to work how you work best, with lots of different people all working with one goal in mind.

Our values are based around caring, working together and doing the right thing. We are passionate about our people. We encourage people from diverse backgrounds to apply. Novotel Christchurch Airport is proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all.

Hind Management is committed to accessibility, should you require assistance or support and are unable to apply online due to an access need, contact our office or email our Talent Acquisition Team at . We will aim to respond within 48 hours Monday to Friday 9am - 5pm.

We encourage people from diverse backgrounds to apply. We are proud to promote diversity and inclusion within our workplace and ensure an equitable selection process for all. We offer a fully inclusive accessible hiring process, let us know how we can support you to present your best self.

E MANAWANUI ANA MĀTOU - WE CARE

KA WHAI MĀTOU I TE TIKA - WE DO THE RIGHT THING

KA MAHI TAHI MĀTOU - WE WORK TOGETHER