Job Description

Reservations Co-ordinator - Cape TownFull job descriptionRESERVATIONS CO-ORDINATOR JOB PROFILEReservationists are front line professionals who facilitate the promotion, sales and booking of the hotels 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, and enhance the reservations department by ensuring that all guest and departmental requests and procedures are handled in a timely manner.We require a well-rounded and reliable individual that would enjoy working in a fast-paced environment and act as a liaison between hotels, reserves and our guests.DUTIES & RESPONSIBILITIESxc2xb7 Making reservations for the Hotel and preparing rate proposals.xc2xb7 Ensure accurate records about guests bookings, payments, and any additional information that hotel team members might need when interacting with a guest.xc2xb7 Answer reservations calls in a pleasant and courteous manner, in accordance with the required standards.xc2xb7 Up-selling, when appropriate, by informing guests of special packages, or higher room category.xc2xb7 Assist & maintain an efficient administration system within the department.xc2xb7 Ensure all quotations are followed up on in a timeous manner to ensure maximum revenue.xc2xb7 You may be required to manage room blocks and all sizes of group bookings.xc2xb7 Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to management.xc2xb7 Inform other departments and follow up with regards to special instructions / facilities.xc2xb7 Establish and quote rates within the limits of the authorized rates negotiation procedure.xc2xb7 Familiarize yourself and learn the hotels offering, various packages and specials to assist with general guest requests and other bookings on an ongoing basis.xc2xb7 Prepare arrival/guest correspondence (check-in) packs for Front Office daily.xc2xb7 Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments.xc2xb7 Report any rate, system discrepancies and all overbookings.xc2xb7 Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.xc2xb7 Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.xc2xb7 Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.xc2xb7 Ensure accurate and detailed capturing of bookings.xc2xb7 Manage any guest feedback to necessary department.xc2xb7 Ensure that all reservations (telephonic, e-mail and online) are processed correctly and as per standard.xc2xb7 Ensure reservations vouchers have been recorded and allocated correctly.xc2xb7 Efficient and fast support to our operations team for general assistance & queries regarding reservations.xc2xb7 Answering questions about company policies, procedures, and services internally & externally.xc2xb7 Reviewing and updating reservations data according to the departmental standards on the PMS/Computerxc2xb7 Updating records of guest checkouts and billing chargesxc2xb7 Generate daily, weekly, and monthly reports as neededxc2xb7 Cross-train in other areas of the department to provide coverage during peak periods or absencesxc2xb7 Posting of payments and updating of invoicesxc2xb7 Updating the PMS when the deposit is postedxc2xb7 Sharing updated invoices to agents once the deposit or initial payment has been received and adding a follow up trace for the reservations agent when the balance is duexc2xb7 Assisting with visa lettersxc2xb7 Update the revenue board on a weekly basisxc2xb7 Releasing of allocationsxc2xb7 Daily quality checks for arrivalsxc2xb7 Merging of profiles, ensuring profiles are correct and updatedxc2xb7 Sharing weekly program with the arrivals where applicablexc2xb7 Assist with follow up on OTA paymentsxc2xb7 Reconfirming transfers with the external suppliers for the following week to ensure nothing is missedxc2xb7 Obtaining arrival details and following up on final reservations detailsxc2xb7 Processing and submitting refunds - from completing the paperwork to submitting the documents to finance to following through on Opera and sharing the proof of payment with the guestxc2xb7 Cross reference daily > 7 days out arrival checks against each platform to ensure the bookings are correct on our PMSxc2xb7 Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your departments standard operating procedures.CORE COMPETENCIESxc2xb7 Exceptional time management, communication skills, and customer servicexc2xb7 Opera experience is essentialxc2xb7 Meticulous attention to detail, proven administration and exceptional organisational skillsxc2xb7 Adaptability and flexibilityxc2xb7 Feel comfortable working in a fast-paced environment requiring multitasking and problem solvingxc2xb7 Presentable, well-spoken & professional individualxc2xb7 Act in good faith & in the best interest of the Company at all timesAll employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests expectations. The highest level of courtesy is expected - be friendly, interactive, efficient, and organized as well as well presented, tidy and professional.Job Types: Full-time, PermanentExperience:Hospitality: 2 years (Required)Reservations: 1 year (Required)Opera: 1 year (Required)Application Deadline: 2024/10/20

JustTheJob