Reservation Agent

The Reservation Agent is responsible for processing reservation requests for the Sofitel Thalassa Algiers Club des Pins. They ensure the sale of hotel rooms and services in accordance with Sofitel standards, while guaranteeing a seamless, personalized, and high-quality customer experience. They contribute to optimizing revenue by applying sales techniques and adhering to established pricing strategies.

Main Missions:

• Process booking requests via phone, email and other channels
• Enter and modify reservations in the PMS system (Opera or other)
• Verify the accuracy of the information (prices, segments, customer profiles, conditions)
• Ensure rigorous monitoring of client files
• Responding to inquiries regarding hotel services
• Present current offers and promotions
• Adhere to the pricing strategies communicated by Revenue Management
• Contribute to optimizing the conversion rate
• To offer a professional and warm welcome at every interaction
• Ensuring a service that meets Sofitel standards
• Managing specific customer requests (VIP, preferences, special occasions)
• Handle simple complaints and escalate them to the supervisor
• Communicating important information to other departments
• Ensure proper communication of instructions between shifts
• Participate in team briefings and meetings
• Maintain a professional and neat appearance
• Adhere to internal procedures and quality standards
• Ensuring the confidentiality of customer data

Desired Candidate Profile

Diploma in hospitality/tourism preferred. Previous experience in reservations, front office, or customer relations appreciated. Experience in 4- or 5-star hotels is a plus. Fluency in French and English. Good knowledge of computer tools (Word, Excel, Outlook). Knowledge of a hotel PMS (ideally Opera). Good understanding of booking channels (OTA, corporate, leisure). Customer service oriented. Excellent oral and written communication skills. Organized and meticulous. Attention to detail. Ability to work in a team. Dynamic and responsive. Sales-oriented. Professional appearance. Polite and professional.