Central Reservation Agent - Premium Backpackers - Cape Town - Cape Town Region
Reservation Management: Handle incoming reservation inquiries via phone, email, and online booking platforms. Process reservations accurately and promptly following company policies and procedures. Maintain up-to-date knowledge of room availability, rates, and promotional offers across all hostel locations. Handle group bookings and group itineraries, confirming the activity with the suppliers and ensuring a smooth experience. Customer Service: Provide excellent customer service to guests by addressing inquiries, resolving issues, and assisting with special requests. Communicate effectively with guests to confirm reservations, provide booking confirmations, and offer assistance with travel arrangements. Sales and Revenue Optimization: Upsell additional services, amenities, and room upgrades to maximize revenue and enhance the guest experience. Monitor booking trends and implement strategies to optimize room occupancy and revenue generation. Offer experiences when applicable. Collaboration and Coordination: Liaise with hostel managers and front desk staff to ensure accurate reservation information and efficient guest check-in processes. Coordinate with housekeeping and maintenance teams to manage room inventory and ensure rooms are ready for guest arrivals. Data Management and Reporting: Maintain accurate records of reservations, guest information, and payment details in the reservation system. Generate reports on reservation statistics, occupancy rates, and revenue performance for management review and decision-making. Quality Assurance: Conduct regular audits of reservation data to identify discrepancies and ensure data integrity. Monitor guest feedback and satisfaction scores to identify areas for improvement and implement corrective actions as needed.
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