Reservations Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa One&Only Cape Town Full time
Reservations Supervisor
(6460)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life.

With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.


Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences.

The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations.

Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure.

This is not simply our job, it's our passion

_Job Summary_

  • To supervise, train, schedule and evaluate Reservation Agents, ensuring that all procedures are performed according to the hotel's standards. Assist where necessary to ensure optimum service to guests, visitors and other departments._

_Key Duties and Responsibilities_

  • The requirements of this key result area will have been satisfactorily performed when: _

_General:
_
- _Inspire guests with an attitude of personal attention to their requests_
- _A commitment to a sense of urgency, immediacy and total responsiveness_
- _Anticipate guest needs and address them in a refreshing manner_
- _Demonstrate commitment to uncompromising standards of excellence_
- _Approach each guest in a confident and welcoming manner_
- _Work as a team with all other Departments in their endeavor to delight the guest_
- _Demonstrate a willingness to "go the extra mile" to exceed guest expectations_
- _Show respect for guests security and privacy at all times_
- _Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual's ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are taken_
- _To understand the basic business imperative and operational standards with regard to the establishment_
- _To adhere to agreed systems and procedures_
- _Represent the establishment in a positive manner at all times_
- _To complete all given tasks in a timely manner and to adhere to operational hours as needed_
- _Detail orientated_
- _To be able to work efficiently and quickly in a fast paced environment_
- _Be able to prioritize as this position has multiple projects going simultaneously_
- _Very socially-focused, requires "how can I help you?" attitude_
- _To be able to build and maintain relationships_
- _Adherence to procedures and guidelines is important_
- _Effective Communicator, open-flowing communication is important_
- _Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers_
- _Persuasive selling style to communicate the company's services & facilities, policies and terms and conditions_
- _To be able to work with and for others in a helping role_
- _To be able to lead by example, to be able to assist when required_
- _Task driven to ensure proper results_
- _Work accurately with figures and perform advanced calculations_
- _Strong, friendly, follow-up necessary on tasks delegated to ensure proper results_

_Customer service:
_
- _Ensure telephone is answered within 3 rings according to the prescribed_
- _All reservations are processed accurately and efficiently_
- _Different types of guests requirements are accommodated e.g. VIP's, disabled, elderly_
- _Guest expectations are exceeded in all areas by Reservations Agents_
- _All relevant details are recorded accurately e.g. payment details_
- _Appropriate recommendations, options and alternatives are communicated to the guest_
- _Confidentiality of information is maintained at all times_
- _Special Requests are communicated to relevant Departments by Reservations Agents_
- _Ensure Reservations lines are attended to at all times during scheduled hours and staffing is present to meet the daily business demands._

_Financial - Selling hotel facilities in order to maximize revenue: _
- _Every call to be used as an opportunity to upsell_
- _Facilities, activities and special events are promoted_
- _To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination_
- _To ensure you remain aware at all times of what packages a

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