Reservations Officer – Luxury Hotel

About the role

The Reservations Officer will manage all guest booking requests for a 5‑star beachfront resort, ensuring a seamless and personalized experience. This position supports the hotel’s revenue goals while upholding Sofitel’s standards of French elegance and hospitality.

Key responsibilities

• Handle incoming and outgoing reservation requests via phone, email and online channels, adhering to hotel policies.
• Enter and maintain accurate booking data in the Property Management System (PMS).
• Identify potential VIP guests and forward relevant information to the Sales Department.
• Promote Accor loyalty programmes and hotel promotions to increase guest retention.
• Manage guest complaints or special requests promptly and document resolutions.
• Monitor room availability, follow up on pending bookings, and provide regular occupancy reports.
• Maintain guest privacy and confidentiality in line with company policy.
• Perform daily administrative tasks, manage checklists and ensure smooth reservation workflow.

Required profile

• High school diploma or equivalent; a degree in Hospitality Management is a plus.
• Proven experience in reservations or customer service, preferably within a hotel environment.
• Excellent communication, sales and customer‑service abilities.
• Ability to multitask and prioritize in a fast‑paced setting.
• Professional demeanor with a strong focus on guest satisfaction and privacy.

Required skills

• Proficiency with a Property Management System (PMS) for accurate reservation handling.
• Fluency in English; additional languages are advantageous.
• Knowledge of Accor loyalty programmes and hotel promotions is beneficial.