Reservations Agent / Guest Relations

Job Description

Job Description

Company Description

Located in prestigious Rittenhouse Square, the AAA rated 4-diamond Sofitel – Philadelphia, boasts 306 beautifully appointed guestrooms, featuring Lanvin amenities, dream bedding and a luxurious atmosphere. We will be your personal culinary connoisseurs, offering our classic, French inspired menu, made from the freshest ingredients harvested directly from our rooftop garden. Enjoy our signature hand-crafted cocktails in Liberté Lounge, the “in-place” to gather and mingle for Philly’s finest clientele.

Our team of highly trained Ambassadors are at your service, ready to provide a magnifique and memorable experience.

Joie de Vivre is in our DNA, and we are seeking like-minded individuals to join our team!

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

You are the beginning of an exceptional & memorable guest experience!
As a Guest Relations / Reservations Agent, you will manage both the pre-arrival experience and various elements of the guest’s stay to ensure a seamless Hotel experience for our guests before, during and after their memorable stay.

Guest Relations / Reservations Agent

What’s in it for you:

• Unlimited career development opportunities, both nationally and internationally. The sky is your limit!
• Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential
• Give back through our Corporate Social Responsibility activities and local community based philanthropy.

What you will be doing:

• You will offer warm and welcoming communication by phone, to our internal and external guests and assist with any special requests. You will provide the highest level of customer care, before, during and after their stay.
• Using your exceptional people skills, you will offer memorable sales experiences for our potential guests and generate revenue by booking rooms. You will also accurately and warmly complete all Sofitel Brands Standards.
• You will manage calls, field questions and respond to guests thoughtfully and independently. You will exercise good judgment and a strong intuition to anticipate the needs of each guest. You will maintain communication with all guests regarding their current stay needs, billing inquiries, room service orders, and special requests.
  Additionally, you will manage reservation calls, including external reservations, extranet platforms, emails, and voicemails, ensuring timely and professional service.
• You will handle Room Service Orders from 'Inhouse' guests and input them accurately in the Restaurant Software -Silverware.
• You will collaborate with your Reservations team and the Sales department to assist where needed with group reservations. This role may call for you to wear “many hats”, as well as maintaining your work area, properly handling credit card transactions, rooming lists, and so on.
• Ensure the best selection for the guest and ensure revenue is maximized through up-selling.
• Generate and review daily, weekly, and monthly reports, including VIP arrivals, LQA arrivals, cancellations, no-shows, and commissions from platforms such as Booking.com and Travelzoo.

Your experience and skills include:

• Qualified candidate must have strong verbal and written communication skills with a focus on luxury customer service.
• Must be detail-oriented, organized and willing to go above and beyond to deliver luxury service.
• Previous experience in a similar role is preferred but not required. Minimum 1-year experience in a luxury setting or hotel school degree.
• Previous experience with Opera/Opera Cloud a plus and/or a comparable property management system (PMS).
• Must have experience working with computers, specifically Word, Excel and messaging.
• Qualified candidate will be detail-oriented, and organized.
• Must be flexible with days and hours and be willing to work AM or PM shift including Holidays and Weekends.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.