Reservations Agent

Company Description

MAMA?

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. 

Job Description

🌟 THE MISSION

You are the first voice of Mama 📞✨ — the one who turns enquiries into bookings and curiosity into excitement.

As our Reservations Agent, you are responsible for creating seamless, warm, and efficient booking experiences that reflect Mama’s personality from the very first interaction 💖

You don’t just take reservations—you sell experiences, set expectations, and help guests start their Mama journey before they even arrive 🎶🏨

Here’s what you’ll be responsible for:

• Reservation Rockstar 📞✨
  Handle all incoming reservation requests via phone, email, and online channels
  Ensure accurate, efficient, and friendly booking processes at all times
• Sales & Conversion Driver 💰📈
  Maximize room revenue through upselling, cross-selling, and smart selling techniques
  Convert enquiries into confirmed bookings with personality and confidence
• Guest Experience Creator 💖
  Provide warm, engaging, and personalized communication at every touchpoint
  Set the tone for the guest journey from first contact
• System & Accuracy Champion 💻🎯
  Maintain accurate records in PMS and reservation systems
  Ensure all bookings, rates, and details are correct and up to date
• Collaboration Partner 🤝🎶
  Work closely with Front Office, Revenue, and Sales teams to ensure smooth operations
  Communicate guest preferences and special requests effectively
• Problem Solver Extraordinaire 🧩💡
  Handle booking changes, cancellations, and special requests with ease and professionalism
• Brand Voice Ambassador 🎤💫
  Represent Mama’s tone in every interaction—warm, playful, and human 

Qualifications

✨ MADE FOR YOU… ONLY IF

• You have experience in reservations, front office, or hospitality sales 🏨📞
• You are confident communicating with guests via phone and email 💬
• You are detail-oriented and accurate in handling systems and bookings 💻
• You are sales-driven and motivated to achieve targets 💰
• You thrive in fast-paced environments ⚡
• You are organized, reliable, and solution-focused 🛠️
• You have strong communication skills and a warm, engaging personality 💖
• You enjoy turning enquiries into memorable guest experiences 🎉

YOUR LITTLE EXTRAS 🎯

• Experience with PMS or reservation systems? Big plus 💻✨
• Hospitality or lifestyle brand experience? Even better 🌍
• You love storytelling and creating excitement through communication 🎶
• You bring Mama energy—friendly, playful, and full of personality 🔥💫

Additional Information

Next, we're sure you know the tune 🎶:

• First melody: “At Mama, no AI! We review your application in person and take the time to understand your background. 🎧
• First verse: We organise an initial telephone interview with our People & Culture Team to see if your application fits in with our rhythm. 🤳
• Chorus: Once you've passed the phone interview, we'll arrange a remote meeting 💻 or a meeting at Mama 🤝 to meet the Gang! 
• Last verse: Naturally, you'll receive a response from us within two to three weeks at the latest, whether it's a ✔️ or a ✖️.