Reservations Agent: Fixed-term Contract

2 months ago

Johannesburg, South Africa NH Hotels Full time

**Company Description**
NH Hotels offers trustworthy experiences based on three main pillars: value for money, the best location to connect with the city, and service with a human touch. NH Hotels’ remarkable products and services meet the expectations of the guests looking for functional urban hotels with a natural and fresh style and friendly service that makes the experience both surprising and enjoyable.
- Assist in the effective operation of the Reservations department, to meet the business goals of the hotel.
- Adhere to all Standard Operating Procedures.
- Take personal responsibility for driving upselling, achieving set revenue targets by months.
- Be fully aware at all times of the Selling Strategy, rates, packages, groups and booking status of the hotel.
- Process and respond within 24 hours to all reservation requests and inquiries according to company standards.
- Handle daily trace/follow up reports according to departmental requirements.
- Check expected arrivals 1, 3 and 7 days prior according to SOP and reconfirm bookings.
- Maintain effective office administrative procedures within the department that will safeguard and detect double-bookings, non-guaranteed bookings, filing errors and other inaccuracies.
- To be up-to-date with current information and data of the hotel product, including room types, rates, relative features and facilities, food and beverage outlets & promotion, spa and health club, and other services and facilities.
- Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction. Ensure all issues relating to guest satisfaction are raised, monitored, and followed up on a timely basis.
- Monitor daily arrivals by ensuring all guest requests are carried out, all realistic expectations are met, and reservations are honoured.
- Maintain a motivational working environment within the department, and with other colleagues in the hotel
- Understand how the Sales office, Group Sales Department and Front Desk relate to the Reservation Department.
- Be knowledgeable about local seasonality and events.
- Proactively promote other sister properties of Minor International.
- Liaise with the Accounting Department information on Reservation procedures, reports and operational problems and payments of commission.
- To provide assistance and friendly gesture to local representatives of tour operators and travel agencies.
- Taking, amending and cancel reservation details as applicable. Confirming the method of payment. Replying to every request for information within the timeline specified by the hotel
- To attend hotel events, daily shift briefings and training to improve professional skills.

**Qualifications**
- Certificate /Diploma in Hospitality Management
- Fluent in English
- 3-5 Years’ Experience in a Banqueting/Meeting and events environment
- A strong Gasp of Operational Systems (Micros POS and My symphony, Opera and MC)
- Computer literacy Ms Excel, Word and PowerPoint
- Food and Beverage Product Knowledge

**Additional Information**
- A positive approach, excellent organizational skills, and a passion for producing high quality customer care.
- Great Interpersonal Skills
- Hands on
- Clear thinker with excellent communication abilities and attention to detail

Our people drive the success of our business, so we will invest in your skills to allow you to grow and progress through your career.

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