Reservation Agent

Description

**Company Description** Upscale, 5-star hotel in Barcelona, Port Olímpic, located in the city center yet only a few meters from the beach. A Sofitel Hotel in Barcelona! With an unbeatable location overlooking the sea and close to the beach, it is ideal for business and leisure travelers. It has comfortable rooms, two pools and a gym. For meetings, it has fully equipped rooms that can hold up to 800 people. Our service and commitment is focused on satisfying the needs of all our guests so that they can make the most of their stay in Barcelona. Barcelona, the city of Gaudí, is one of the most modern cities in the country, and not surprisingly, major technological congresses such as Mobile World Congress are held in this city. Not everything is future—culture and history are essential to understanding its people. The Sofitel hotel is located opposite Barceloneta, its most famous beach. A few minutes’ walk away is the Gothic Quarter, one of the main tourist attractions of Barcelona. It is well connected to the airport and the train station. **Job Description** * Accurately manage and process all reservation requests received through various distribution channels, ensuring same-business-day response in accordance with brand procedures and standards. * Maintain a commercial focus aimed at maximizing hotel occupancy and revenue, advising guests on accommodation options and services best suited to their needs. * Deliver personalized, high-quality service aligned with the company’s hospitality and quality standards. * Verify compliance with applicable rate, cancellation, modification and deposit policies for each reservation. * Coordinate with different hotel departments regarding special guest requests, ensuring appropriate preparation for arrival and a memorable stay. * Identify and capitalize on upselling and cross-selling opportunities, promoting higher room categories, current promotions and additional hotel services to increase revenue and enhance the guest experience. * Keep room inventory updated and ensure proper availability control within the hotel property management system. * Resolve reservation-related issues promptly and professionally, escalating cases requiring supervision to the Reservation Supervisor. * Manage group reservations booked individually by participants, ensuring adherence to agreed terms and proper coordination with relevant departments. **Requirements** * Excellent oral and written communication skills, with strong commercial orientation and ability to identify sales opportunities. * Fluency in Spanish and English, both spoken and written; knowledge of a third language is considered an asset. * Ability to establish, maintain and strengthen professional relationships with internal and external customers, delivering excellent service. * Ability to collaborate effectively as part of a multidisciplinary team. * Strong interpersonal, negotiation and problem-solving skills, with capacity for timely decision-making. * High level of organization, planning and task follow-up, with attention to detail. * Ability to efficiently manage a high volume of calls, emails, requests and reservations while maintaining service quality and accuracy. * Strong customer orientation, demonstrating empathy, courtesy and professionalism—even under high-demand or high-pressure situations. * Proficiency in Opera PMS hotel property management system. * Intermediate to advanced proficiency in Microsoft Office tools, especially Word, Excel and Outlook. **Additional Information** What do we offer? * **Exclusive benefits** at Accor hotels worldwide, enabling you to enjoy unique experiences across our international network. * **Flexible compensation**, including options such as meal vouchers, transportation allowances and private health insurance. * **Bicycle and e-scooter parking**, with charging points. * A **dynamic, multicultural and motivating work environment**, surrounded by professionals passionate about luxury hospitality. * **Professional development opportunities**, both within the property and across other hotels of the brand worldwide. * **Continuous training** via our *Learn Your Way* platform, designed to foster your talent and professional growth.