Hotel Reservations Agent

2 weeks ago

Cape Town, Western Cape, South Africa Belmond Full time

So much happens behind the scenes to make the magic happen Often invisible to guests, the back of house team keeps things running smoothly, whether you're working in Sales, Finance or Reservations, you'll be supporting and contributing to something special.

Mount Nelson Hotel is looking for a FIT Reservations agent to join our team:

  • Making reservations for the Hotel and preparing rate proposals.
  • Ensure accurate records about guests' bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
  • Answer reservations calls in a pleasant and courteous manner, in accordance to LQA standards.
  • Upselling, 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 a regular basis in order to ensure maximum revenue.
  • Ensure the ability to manage small room blocks.
  • 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.
  • Familiarize yourself and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
  • Prepare arrival/guest correspondence (checkin) packs for Front Office on a daily basis.
  • Assist with booking of transfers, and other outlet requests and reservations such as afternoon tea etc.
  • Report any rate, system discrepancy to the Reservations Manager and any overbookings.
  • Inform the Reservations Manager of any complaints, issues or concerns pertaining to reservations, guests and agents.
  • 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, such as the PM sheet, Paygate payments, unallocated deposits etc.

Requirements:

  • Diploma / Degree from a reputable hotel school advantageous.
  • 2 years' experience in Front Office or Reservations.
  • Excellent telephone etiquette and verbal communication skills.
  • Strong organisational skills and a high level of attention to detail.
  • Ability to work without supervision.
  • Customer service skills.

Benefits:

  • Competitive basic salary
  • Medical aid & pension fund benefit
  • Internal Belmond discounts
  • Loyalty and recognition rewards programme
  • Employee Assistance Programme
  • On going Learning and Development opportunities
  • Regular community, social and staff welfare events

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