Reservationist - Hotel - South Africa
Facilitate the promotion, sales and booking of the hotel's products and
services. They must have excellent communication and
customer service skills. They are responsible for ensuring a
seamless reservations process from start to end.
DUTIES & RESPONSIBILITIES
Making reservations for the Hotel and preparing rate
proposals.
Ensure accurate records about guests bookings, payments,
and any additional information that hotel team members
might need when interacting with a guest.
Answer reservations calls in a pleasant and courteous
manner, in accordance with the required standards.
Up-selling, when appropriate, by informing guests of
special packages, or higher room category.
Assist & maintain an efficient administration system within
the department.
Ensure all quotations are followed up on in a timeously
manner to ensure maximum revenue.
You may be required to manage room blocks and all sizes
of group bookings.
Actively endeavour to seek and resolve guest complaints,
where possible, exercise judgement and escalate it to the
manager.
Inform other departments and follow up with regards to
special instructions / facilities.
Establish and quote rates within the limits of the
authorized rates negotiation procedure.
Familiarize yourself and learn the hotel offerings, various
packages and specials to assist with general guest requests
and other outlet bookings on an ongoing basis.
Prepare arrival/guest correspondence (check-in) packs for
Front Office daily.
Assist with the booking of transfers, and other outlet
requests and reservations such as dinners by
communicating with necessary departments.
Report any rate, system discrepancy to the Reservations
Manager and all overbookings.
Escalate all complaints.
Ensure optimal utilization of the PMS and maintain
knowledge on all room types and its availability.
Sending of invoices, credit card payment links, following up
on payments and ensuring all payments are accurately
posted against each booking.
Making sure all internal worksheets are actioned and
updated daily
Ensure accurate and detailed capturing of bookings.
Manage any guest feedback to necessary department.
Check and respond to all emails within required time
policy.
Ensure that all reservations (telephonic, e-mail and online)
are processed correctly and as per standard.
Ensure reservations vouchers have been recorded and
allocated correctly.
Attend training when required.
Experience of GDS operating systems and website
extranets advantageous
SYSTEM REQUIREMENTS
Microsoft Office, especially with Good Excel Skills
Strong background/working knowledge of OPERA
Candidate to have at least 3-5 years reservation and
revenue management experience in a similar environment
Hotel school Diploma or similar advantageous
High communication skills in English - verbal and written
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