Reservations Teams Leader

4 weeks ago

Cape Town, Western Cape, South Africa Karen Tupper Recruitment Full time

An experienced Reservations Team leader is sought for this group of hotels and lodges, to assist in managing the day-to-day running of the Reservations department.  The position would suit a well-rounded and reliable individual who enjoys working in a fast-paced and pressurized environment, maintaining customer satisfaction and contributing to the company's success, who is seeking to pursue a position to enhance the reservations department by ensuring that the properties, guests, and agents come first and that the team is supported at all times.

Responsibilities:

  • To support the leadership team in all aspects in maximizing the efficiency, standards, and professionalism of the Reservations Department.
  • To set an excellent example for the team to follow
  • Make sure you and the team are aware of all hotel programs, services, accommodations types, promotions, rates, and facilities
  • Help the reservation team in their role, by offering them all the technical information and tools required for their role to engage and assist guests in an informed and professional manner
  • Make sure that the reservations team and hotel teams are completely aware of all the high season dates, special offers, closed dates, min. night stays etc.
  • Keep a positive and professional environment within the team and workplace
  • Collaborate with the sales and revenue teams as well as their properties
  • Making sure the team is aware and understands all promotions and specials and that they are booked correctly
  • Monitor all reservations to ensure it's up to standard and that the information filtering through is correct and as per standard
  • Know all the hotel policies, procedures, and payment methods.
  • Ensure our turnaround time is met
  • Instruct the team and properties on how to proceed and follow through with cancellations & no shows
  • Quality check all bookings before the guest's arrival – 7 days out
  • Conduct arrival meetings with each property on a weekly basis
  • Make sure that they yield on room type and rates to ensure maximum revenue
  • Resolving any overbookings
  • Responsible for flatlining availability
  • Manage the VIP Request and the special request in a professional manner
  • Complete the required training for yourself and the reservations team
  • Have a strong knowledge about the hotel's products and services, and also train the staff with all the products and services.
  • Assign tasks to the different team members
  • Allocation of emails and flagging /assigning urgent requests
  • Problem solving as they arise
  • To deal with all cancellations and amendments per the Company procedure
  • Counters any objections with a suitable and structured sales argument
  • Maintain a comprehensive filing system with documentation of reservations, reports, restriction
  • Supervises, plans, and manages functions related to day-to-day activities in the work area
  • Acts as a source of information and answers operator/agent questions, assigns tasks, follows up, and gives instructions as necessary
  • Ensure that all team members obtain the appropriate training and support to best apply their knowledge and skills on the job
  • Monitor the accurate input of all Reservations into system
  • Assist with groups when required
  • Handle all reservations queries from Team Members/Colleagues/Guests & Travel Partners
  • Review reservations/cancellations daily
  • training and induction of new team members
  • Goal setting, performance management, and motivation of team
  • Facilitation of the resolution of any issues that affect productivity
  • Reviewing and updating reservation data according to the departmental standards
  • Responsible for updating/maintaining necessary database and spreadsheets
  • Generate daily, weekly, and monthly reports as needed
  • Assist with reservations-related PM accounts

REQUIREMENTS:

  • Quality focussed
  • A positive and professional attitude
  • Previous Hospitality experience is required with a minimum of 3 years within reservations
  • Exceptional time management, communication skills, and customer service
  • Opera experience is essential
  • Previous experience of working in a luxury hotel
  • Meticulous attention to detail, proven administration and exceptional organisational skills
  • Adaptability and flexibility
  • Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
  • Have excellent communication skills to communicate with the customers, colleagues and team members
  • Leadership Skills
  • Organization

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