Reservations Supervisor/Agent

Job description

Company Description

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. 

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible. 

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion: 

Mama is an inclusive company, and our ambition is to recruit and promote diverse talent. Our advertisements are gender-neutral, so the masculine gender is used here to lighten the text. 

Job Description

 

·  Handle all reservation requests from individual FIT, groups and companies promptly.
·  Be the friendly voice on the phone, creating an excellent first impression of Mama.
·  Manage the reservation mailbox and respond to emails with accuracy.
·  Monitor and respond to guests’ messengers on Online Travel Agencies (OTA) extranet.
·  Serve as a key point of contact for guests, providing detailed information about room types, availability, rates, packages, and promotions.
·  Employ upselling techniques to enhance revenue while tailoring recommendations to guests' needs.
·  Address guest inquiries and complaints with professionalism, escalating unresolved matters as needed.
·  Review the previous day's reservation and maintain up-to-date information in the Property Management System (PMS), including special requests, preferences, and group bookings.
·  Monitor the billing of no-shows and late cancellations.
·  Collaborate with Front Office and Sales teams to ensure seamless guest check-ins and fulfillment of special arrangements.
·  Stay informed about hotel services, policies, promotions, and local attractions to deliver engaging guest interactions.
·  Foster a positive, guest-focused atmosphere with enthusiasm, creativity, and collaboration.
·  Maintain strict confidentiality on guest information.
·  Assist the Revenue Manager with reporting, scheduling, and other administrative tasks.

Qualifications

·  Minimum 1-2 years of experience in reservations, front office, or customer service within the hospitality industry.
·  Familiarity with Opera Cloud and Microsoft Office Suite.
·  Knowing Accor’s reservation system is an advantage
·  Excellent verbal and written communication skills in English; additional languages, such as Chinese or French, are a plus.
·  A passion for delivering personalized, high-quality service to guests.
·  Strong organizational skills with the ability to manage multiple tasks efficiently.
·  Proactive problem-solving skills and adaptability to dynamic situations.
·  Flexibility to work varying shifts, including weekends, holidays, and evenings.

Mama Would Love It If:

·  You bring positive energy and passion to your role, creating memorable guest interactions.
·  You thrive in a fast-paced environment and respond creatively to challenges.
·  You collaborate effectively with colleagues to achieve shared goals.
·  You take pride in accuracy and attention to detail in every task.
·  You look for opportunities to improve the guest experience and drive revenue.

Additional Information

We’re sure you know the beat :

1st verse : We set up a first telephone interview with our HR if your application moves to our rhythm.
Chorus : After the successful telephone interview, we will see you at Mama, be ready!
(chorus x2 depending on the position)
Last verse : Mama won’t leave you wondering; you will have an answer from us whatever the outcome.