Hotel Reservationist

The Hotel Reservationist serves as the first point of contact for guests, handling reservations, check-ins, and check-outs with professionalism and a warm demeanor. This dual role combines responsibilities for managing guest reservations and providing exceptional front desk services to ensure a positive and welcoming experience for all guests from the moment they book to their departure.

**Key Responsibilities**:
**Reservation Management**:

- Provide guests with information regarding room rates, availability, amenities, and promotions to assist in the booking process.
- Handle group bookings, corporate reservations, and special packages as directed by the Front Office Manager.
- Confirm reservations, send booking confirmations, and update guest records in the property management system (PMS).
- Maintain knowledge of hotel policies, special events, and local attractions to better assist guests with their needs.
- Monitor room inventory and coordinate with the housekeeping department to ensure room readiness.

**Front Desk Reception**:

- Greet guests warmly upon arrival, ensuring a smooth and efficient check-in process.
- Process guest check-ins and check-outs, issuing room keys, and ensuring that billing information is accurate.
- Respond to guest inquiries, requests, and complaints in a timely and professional manner, offering solutions and escalating issues as needed.
- Coordinate with other departments, such as housekeeping and maintenance, to address guest needs and ensure a seamless stay experience.
- Process payments, including cash, credit cards, and other payment methods, while maintaining accurate cash handling procedures.
- Maintain a clean and organized front desk area, including the lobby, to create a welcoming atmosphere.

**Customer Service**:

- Provide concierge services, including recommending local attractions, arranging transportation, and making restaurant reservations.
- Address any special requests or arrangements needed for VIP guests, anniversaries, and special occasions.
- Develop and maintain positive relationships with guests to encourage repeat business and positive reviews.
- Stay updated on local events, restaurants, and activities to better assist guests with inquiries.

**Administrative Duties**:

- Maintain accurate records of guest accounts, reservations, and room assignments.
- Assist with daily reporting, including occupancy, reservation logs, and guest feedback.
- Monitor and respond to online reviews and feedback, providing solutions to improve guest satisfaction.
- Prepare daily reports for management, such as the arrivals and departures list and reservation forecasts.
- Perform other duties as assigned by the Front Office Manager or General Manager to support the smooth operation of the front desk.

**Required Skills and Qualifications**:

- Qualification in hospitality or travel & tourism.
- 2 or 3 years experience in hospitality.
- Proficiency in hotel management software and Microsoft Office Suite.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and resolve conflicts calmly.
- Detail-oriented with strong organizational skills.
- Ability to work independently and efficiently with mínimal supervision.
- Flexible schedule, including availability to work overnight shifts, weekends, and holidays.

Application Question(s):

- Do you have a relevant qualification for the hotel industry?
- Do you have 2 years or more experience?

**Location**:

- Port Elizabeth, Eastern Cape (preferred)