Reservations Coordinator

2 weeks ago

Cape Town, Western Cape, South Africa Proactive Recruitment Full time

LOCATION:

DURBANVILLE
Objective
Under the direction of the Director of Client Services and within the limits of our clients policies and procedures, the Reservations coordinator will form part of the Reservations Department

The individual will be responsible to receive and accurately process reservation bookings or general inquires and to ensure an effective and courteous service at all times.

The individual will also work closely with the Strategic Reservations Manager to ensure continuity throughout the portfolio.
Main Responsibilities
Administration
To maintain the integrity and overall efficiency of the Reservations process and continually striving for improvement of said system.
Answer phone calls as promptly as possible in a courteous professional manner.
Input all reservations accurately into the PMS system.
To be fully conversant with all property rates, including rack, corporate and contracted.
Help maximise room sales by upselling to a higher category.
To be responsible for the timely upkeep of the archives.
Ensure that all reservations are handled efficiently through effective office operating systems.
Ensure that all reservations records are filed accurately and can be retrieved promptly.
Ensure that bookings for each day are checked prior to arrival for accuracy and confirmations. Checked 7 14 days in advance
Ensure all reservations are tracked correctly for statistical purposes (Source codes etc).
Ensure guest profiles are used and utilized correctly.

Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service.

To have complete knowledge of all rooms, along with the properties facilities, as well as local area competitors.
Ensuring all Reservations are checked as per the below timelines for accuracy prior to the guests arrival (Dependant on property terms and conditions)
60 days
40 days
30 days
14 days

To ensure all booking fields are correct:
Guest Nationality
Agent Information
VIP status used as required
Source Codes

To ensure each Reservation has the following booking notes:

ETA
Dietary Requirements
Contact information of the guest
Emergency or direct contact information
Activities are clearly stated.
Room configuration ie TWIN bed, King Bed
Arrival and Departure information
Special Occasions
Special requirements dependant on property needs
Sales & Revenue
To ensure all commission invoices are correct and tracked accurately to avoid excess commission payments by close of each month
Accurately prepare revenue reports as requested by the Reservation Department Manager
Correctly logging No shows and cancellations as per the property standard.
Ensuring all Reservations have deposits / Full pre-payment which is line with the property payment terms
Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue to PHS & or the Client
To adhere too and fully understand all Terms and Conditions relating to the property
Pass onto the sales department any possible leads which could develop into future business.
Analysis each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s)
Utilise stay through and minimum stay parameters to maximise room revenue
Use of effective chase systems to maximise rooms revenue
Minimise the number of unconfirmed reservations to maximise revenue.
To be constantly aware of all competitor developments and pricing and communicate accordingly to all appropriate departments.
Rates
To be fully converse with all rates and offers for each property within the cluster
To ensure all rates are correctly loaded onto the PMS system
To ensure the correct STO rate is allocated to the correct agent
To distribute in conjunction with the Sales team, STO rates to agents and updating the STO report
Miscellaneous

Creating a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one. Therefore, their interaction with Management and Employees are an example and needs to be a positive influence.
Travelling required
Valid Passport and/or Drivers Licence always required
Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
Complying with all vaccination requirements that may be applicable to the destination.

Please note, the Company may request for you to pay any excess towards travel such as Travel insurance due to the employee not being vaccinated.

Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.

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