Cluster Reservations Groups Conference Events

2 weeks ago

Cape Town, South Africa Hyatt Regency Cape Town Full time

Summary

Hyatt is currently seeking a Cluster Reservations Groups, Conference Events and Accommodation Agent to join our dynamic Reservations team right here in Cape Town. The successful individual will be responsible for not only the Hyatt Regency Cape Town but also Hyatt House in Rosebank and Sandton, as well as any future properties that we might add to the company's portfolio.

**Key duties but not limited to**:

- Processing Reservations for hotels within the Hyatt SA Cluster with objective to achieve revenue budgets.
- Maintain accurate records with regards to guest' booking, payments, and any additional information that the 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.
- Familiarise yourself with and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
- Up-selling by informing guests of Food and Beverage specials, accommodation special packages, or upsell to hight room categories.
- Assist & maintain an efficient administration system within the department working closely with the Cluster Reservation Manager.
- Ensure all quotations are followed up on in a timeously manner to ensure maximum revenue.
- You will also be required to manage group bookings per operating standards.
- Actively endeavour to resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
- Inform other departments and follow up with regards to special instructions/facilities.
- Establish and quote rates within the limits of the authorised rates negotiation procedure.
- Prepare the arrivals lists for all hotels daily.
- Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with the necessary departments.
- Report any rate, system discrepancy to the Reservations Manager and all overbookings.
- Escalate all complaints.
- Ensure optimal utilisation of Reservations Systems and Maintain knowledge on all room types and its availability across all properties.
- Effective management of Reservations Made Yesterday, Reservations made on and by reports to guarantee all online reservations.
- Issuing of confirmations, pro forma invoices and credit card payment links.
- Following up on pre-payments, ensure all deposite are accurately posted against each booking.
- Ensure data integrity and accuracy.
- Ensure reservations vouchers have been received, recorded and systems are updated accordingly and accurately.
- Attend training when required, including Hyatt Compliance training.
- Manager the OTA extrant/s, mark all no shows and cancellations, respond to guest messages.
- Perform all duties per the required standard operating procedures,
- Comply with Hyatt procedures and maintain confidentially of guest information.
- Suitability attired for work at all times.

**Qualifications**:
**Skills and Qualifications required**:

- Self-starter, quality focused and drive.
- Ability to work public holidays and Saturdays.
- Excellent attention to detail, proven administration and organisational skills.
- Exceptional time management, communication skills, and customer service.
- Communication skills, written and verbal.
- Energetic and positive, professional attitude.
- Adaptability and flexibility.
- Opera experience is essential.
- Previous Hotel Reservations experience is required, both Groups and Transient Reservations, Events and Conferencing.
- Ability to work in a fast-paced environment which requires multitasking and problem solving.
- At least, 3 year's Reservations experience.

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