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Reservations Agent for Boutique Hostel

3 months ago

Cape Town, Western Cape, South Africa 91 loop hostel Full time
Must have previous experience as a reservations agent in the hospitality field

Reservation Agent Job Description

Here's a breakdown of a typical reservation agent's duties:


  • Understanding customer needs: Reservation agents need to ask the right questions to understand what the customer is looking for, including their travel dates, budget, and any special requests they may have.
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Checking availability: Agents use reservation systems to check availability for rooms, or other requested services based on the customer's needs.
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Providing options and recommendations: Based on the customer's requirements, reservation agents can offer different options and recommendations to find the best fit.
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Processing payments: Once a reservation is confirmed, agents securely process customer payments.
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Handling cancellations or modifications: Reservation agents may also need to assist customers who need to cancel or modify existing reservations.
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Problem-solving: Sometimes issues may arise, and reservation agents need to find solutions to ensure customer satisfaction.
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Upselling and promoting services: In some cases, reservation agents may have sales targets and look for opportunities to upsell additional services or upgrades that can enhance the customer's experience.

Here are some key skills and qualities employers look for in reservation agents:


  • Excellent communication and customer service skills: Being able to communicate clearly, answer questions patiently, and address customer concerns professionally is essential.
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Active listening skills: Understanding the customer's needs and preferences is crucial for making the right recommendations.
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Strong attention to detail: Accuracy is key in reservations, as mistakes can lead to problems for the customer.
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Sales orientation (for some roles): The ability to upsell and promote additional services can be a valuable asset in some reservation agent positions.
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Time management skills: Reservation agents often juggle multiple tasks and bookings simultaneously, so good time management is essential.
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Basic computer skills: Most reservation systems are computerized, so proficiency in using relevant software is required.

Optimizing Room Occupancy and Revenue:

  • Collaborate with the Revenue Management team to set room rates and create revenuedriving strategies [2, 4].
  • Manage room inventory, allocating rooms effectively based on reservations and forecasts [1, 3].
  • Analyze data and trends to forecast occupancy and room rates [4].

Reservations Management and Systems:

  • Oversee the reservations system, ensuring accurate recordkeeping and efficient booking processes [1, 3].
  • Manage group reservations, collaborating with Sales to optimize room allocation and maximize revenue [3].
  • Handle special requests from guests and ensure their needs are met [2].

Financial and Reporting:

  • Track and analyze reservation revenue and identify opportunities for growth [2].
  • Manage the reservations department budget [3].
  • Prepare reports on reservations, occupancy rates, and revenue for management [4].

Additional responsibilities may include:

  • Liaising with travel agents and other distribution channels to secure bookings [2].
  • Maintaining hostel and guest room knowledge to effectively answer guest inquiries [5].
  • Implementing promotions and special packages to attract guests [4].
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Qualifications:

  • Minimum of 1 years of experience in a reservations role.
  • Strong customer service orientation and problemsolving skills.
  • Excellent communication, interpersonal, and organizational skills.
  • Ability to work independently and prioritize tasks in a fastpaced environment.
  • Proficient in computer software relevant to the industry (e.g. cash register systems).
  • Working knowledge of property management systems (PMS).

Pay:
R7 500,00 - R10 000,00 per month

Experience:

- reservations: 1 year (required)

Location:

  • Cape Town, Western Cape (required)
Application Deadline: 2024/04/30