Central Reservation Agent

2 weeks ago

Cape Town, Western Cape, South Africa HotelJobs Full time

Central Reservation Agent

City:
Cape Town

Position Type:
Full Time

Role Overview:


As a Central Reservation Agent for our client, you will be responsible for managing the centralized booking system to efficiently handle reservations, inquiries, and customer service requests.

You will serve as the primary point of contact for guests, travel agents, and internal stakeholders, ensuring a seamless reservation process and exceptional customer experience.


Responsibilities:

Reservation Management:

  • Process reservations accurately and promptly following company policies and procedures.
  • Maintain uptodate knowledge of room availability, rates, and promotional offers across all hostel locations.
  • Handle group bookings and group itineraries, confirming the activity with the suppliers and ensuring a smooth experience.

Customer Service:

  • Provide excellent customer service to guests by addressing inquiries, resolving issues, and assisting with special requests.
  • Communicate effectively with guests to confirm reservations, provide booking confirmations, and offer assistance with travel arrangements.

Sales and Revenue Optimization:

  • Upsell additional services, amenities, and room upgrades to maximize revenue and enhance the guest experience.
  • Monitor booking trends and implement strategies to optimize room occupancy and revenue generation.
  • Offer experiences when applicable.

Collaboration and Coordination:

  • Liaise with hostel managers and front desk staff to ensure accurate reservation information and efficient guest checkin processes.
  • Coordinate with housekeeping and maintenance teams to manage room inventory and ensure rooms are ready for guest arrivals.

Data Management and Reporting:

  • Maintain accurate records of reservations, guest information, and payment details in the reservation system.
  • Generate reports on reservation statistics, occupancy rates, and revenue performance for management review and decisionmaking.

Quality Assurance:

  • Conduct regular audits of reservation data to identify discrepancies and ensure data integrity.
  • Monitor guest feedback and satisfaction scores to identify areas for improvement and implement corrective actions as needed.

Qualifications:

  • Previous experience in reservations, customer service, or hospitality industry preferred.
  • Excellent communication skills, both verbal and written, with fluency in English. Proficiency in additional languages is a plus.
  • Strong attention to detail and accuracy in processing reservations and managing guest information.
  • Ability to multitask and work efficiently in a fastpaced environment, prioritizing tasks to meet deadlines and customer needs.
  • Positive attitude, teamwork mentality, and commitment to delivering outstanding service to guests.
  • Flexibility to work shifts, including evenings, weekends, and holidays, as required in a 24/7 operation.

Additional Information:


This role offers opportunities for career advancement within our client's organization, with potential for cross-training in other areas of operations such as front desk management or revenue management.

They offer competitive compensation, training programs, and employee benefits to support your professional development and success in the role. Join our clients dynamic team and be part of creating memorable experiences for travelers visiting South Africa

Salary:
R 10,000 to R 15,000.

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