Reservations Agent/Supervisor

Company Overview

Join Accor at the ibis Singapore on Bencoolen, a distinguished 4-star hotel located centrally in Bugis. This hotel features 534 modern refurbished rooms and offers excellent access to key destinations across Singapore including Orchard Road, Chinatown, City Hall, Little India, and Suntec City. With four nearby MRT stations — Bencoolen, Bugis, Rochor, and Bras Basah — guests enjoy effortless connectivity, especially with Bugis MRT providing direct transit to Singapore Changi Airport.

Role Overview and Responsibilities

• Manage communication via phone and email to handle reservations, ensuring booking details are entered accurately into the Property Management System (Opera).
• Deliver courteous, efficient, and professional service to guests, clients, and callers to enhance the hotel’s reputation.
• Maintain precise recording of all reservation details, guest data, and payment guarantees in the system.
• Respond promptly to reservation inquiries and emails to prevent backlog and ensure smooth processing.
• Keep accurate records of guest histories and reservation data to facilitate personalized service.
• Promote room upgrades and hotel amenities to increase occupancy and revenue.
• Coordinate effectively with Front Office and Sales & Marketing units concerning inquiries, bookings, and guest needs.
• Oversee room availability, manage cancellations, and implement hotel procedures for reservations, no-shows, and cancellations accordingly.
• Ensure organized documentation and filing of reservation records, travel agency details, and correspondence.
• Address guest requests, provide information about hotel amenities, and safeguard guest confidentiality at all times.

Qualifications and Requirements

• Possess a minimum Diploma in Hospitality, Tourism, Business Administration, or a related discipline.
• Experience in hotel reservations, front office roles, or hospitality customer service is advantageous.
• Proficient with hotel PMS systems, preferably Opera, and Microsoft Office applications.
• Exhibit excellent communication and interpersonal skills with a strong customer orientation.
• Capable of managing multiple queries simultaneously in a fast-paced environment.
• Detail-oriented with strong organizational competencies.
• Ability to work independently and collaboratively within a team setting.
• Maintain a professional demeanor and positive attitude.
• Willingness to work shifts, including weekends and public holidays, as needed.