Group and Reservations Coordinator - CBD - Tanya Serra - Cape Town City Centre

Job Posted: 28-Feb-2024 Location: Cape Town JOB SUMMARY Reporting to the Rooms and Revenue Controller, the successful incumbent will be responsible for all transient reservations received directly to the hotel, via e-mail and phone. The Reservations Agent will need to achieve budgeted and forecasted Rooms Revenue through the conversion of reservation calls to sales, whilst delivering customer satisfaction. Required Experience & Qualifications - 2-3 years’ experience in Reservations - 4 star or 5 star environment preferable Sound understanding of Reservations and Front Office operations Good Computer literacy in MS Office programs and extensive knowledge of Opera PMS and MARSHA Strong interpersonal and communication skills Ability to work independently as well as part of a team Good Office Administration Process all reservation requests, changes, and cancellations received by phone or email. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue: achieve an optimum level of occupancy and average room rate to best yield revenue and to ensure budgeted targets are met; be fully conversant with all market segment and rate programs, together with special rates and packages; maximize room revenues and create additional revenue by utilizing effective upselling techniques. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and co-workers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Communication: liaise directly with the Management regarding business on the books and the strategy for the day; correspondence checking (VIP’s, regular and loyalty guests) and to respond to guest requests on a daily basis on outstanding deposit payments; follow up on all outstanding vouchers; ensure profiles are maintained, merged and updated on a regular basis to provide accurate Company, Agent and Individual Guest information. maintain the Reservation files in an up to date and accurate manner. perform other reasonable job duties as requested by Management. perform an administrative function pertaining to sending of quotations, contracts/ pr forma invoices and ensure that confirmation and deposits are received according to contract specifications. ensure that all quotations are followed up on a regular basis in order to ensure maximum utilization of the hotel rooms and conference facilities. liaise with the client and attend sire meetings in order to discuss events. Compile function sheets and group resumes for distribution and ensure relevant details are obtained from the client while advising and assiting them if necessary. Participate in meetings with operations team to discuss the forthcoming events to ensure a smooth handover. Arrend queries from client during the event should the operations team require assistrance. Follow up post conference to ensure customer satisfaction. Conduct telemarketing to follow up on new business/current clients. Group and Conference Reservations Input group rooming lists using reservation systems (e.g., MARSHA, Fidelio, OPERA). Keep organized files of all groups for easy and accurate reference for an event. Revise room blocks in the reservation system (e.g., MARSHA, Fidelio, OPERA) to maintain the required number of available rooms after rooming lists are entered. Preparing quotes / contracts, making follow-up calls with prospective clients and holding meetings with clients who are interested in hosting an event. Manage site inspections in conjunction with the Sales team. Spend time in each function / event to ensure that the guests and organisers are well looked after and to support banqueting where needed. Assisting clients with floor plans when required. To ensure that function sheets are compiled accurately on a weekly basis and that any changes are recorded and distributed to the relevant departments Ensure you remain knowledgeable on all aspects relating to the hotel room configuration and banqueting operation and services available, menu options, beverage knowledge, wine lists, function room layout and hotel room layout. Inform other departments and follow up with regards to special instructions / requests. In the absence of the manager, attend weekly function sheet meetings to ensure sufficient follow up and information shared with the relevant department. Policies and Procedures Follow company and department policies and procedures Protect the privacy and security of guets and coworkers. Maintain confidentiality of proprietary materials and information. Perform other reasonable job duties as requested by Supervisors. Sales Use sales techniques to maximize revenue Job Title Group and Reservations Coordinator - CBD Employer Type Employer Type -> Hotels Job Type Job Classification -> Reservationists FT/PT Job Type -> Full-time Province Location -> Western Cape Town/City Cape Town Salary Type Monthly Salary unspecified Start Date TBA Redirect me to HotelJobs.co.za to apply for this job Apply Now

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Group and Reservations Coordinator - CBD - Cape Town City Centre

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