Hotel Reservationist Sandton and Bedfordview - South Africa
Afrizan People Intelligence LTD
The Primary Objectives of this role is to: Manage daily tasks pertaining to the reservation of the hotels. Respond to queries' and assist customers by telephone and email. Ensure that all reservations calls, emails and requests are followed up on time and ensure maximum guest satisfaction, whilst still maintaining the correct Hotel Standard Operating procedure and policies. RESPONSIBILITIES Greet guests over the phone in a friendly, courteous manner (within 3 rings). Identify guest/group reservations needs by asking open ended questions and determine appropriate room types and maximize room rate. Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc. within the required turnaround time. Process all reservation requests, changes and cancellations received by phone and email. Upsell and enrol guests to The Hotel Group Membership Explain special rate and cancellation policies Verify and record reservation information accurately Work with reception to allocate rooms accordingly Send quotations and follow up on unconfirmed reservations and payments Post payments to guest bookings Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Work with Sales team on group bookings and special requests Site Visit with clients OTA extranet response and management REQUIREMENTS Previous experience as a hotel reservationist Microsoft office experience PMS experience (preferably MEWS) Telesales experiences within in the hotel environment Excellent verbal, written and telephone etiquette skills Team player Takes initiative
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