Central Reservations Agent

1 week ago

Cape Town, South Africa HotelJobs.co.za Full time

An experienced Accommodation Reservationist is sought to join this team, based in their Central Reservations Office.

**Responsibilities**:

- Making reservations for the Hotel and preparing rate proposals.
- Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest
- Answer reservation calls in a pleasant and courteous manner, in accordance with the required standards.
- Up-selling, when appropriate, by informing guests of special packages, or higher room category.
- Assist & maintain an efficient administration system within the department.
- Ensure all quotations are followed up on in a timeous manner to ensure maximum revenue.
- You may be required to manage room blocks and all sizes of group bookings.
- Actively endeavor to seek and resolve guest complaints, where possible, exercise judgment and escalate it to the manager.
- Inform other departments and follow up with regard to special instructions/facilities.
- Establish and quote rates within the limits of the authorized rates negotiation procedure.
- Familiarize yourself and learn each hotel's offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
- Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
- Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments.
- Report any rate, system discrepancy to the Reservations Manager and all overbookings.
- Escalate all complaints.
- Ensure optimal utilization of the PMS and maintain knowledge of all room types and their availability.
- Sending of invoices, and credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
- Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.
- Ensure accurate and detailed capturing of bookings.
- Manage any guest feedback to the necessary department.
- Ensure reservation vouchers have been recorded and allocated correctly.
- Attend training when required.
- Manage the OTA extranet/s.
- Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
- Well presented and suitably attired for work at all times.

**Requirements**:

- Grade 12 / Matric qualification
- Previous Hospitality experience is required as a Reservationist
- Exceptional time management, communication skills, and customer service
- Opera experience is essential
- Meticulous attention to detail, proven administration and exceptional organizational skills
- Adaptability and flexibility
- Quality focussed
- Great communication skills, written and verbal
- Energetic and friendly personality
- A positive and professional attitude
- Feel comfortable working in a fast-paced environment requiring multitasking and problem-solving

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