Reservations Consultant

**Reservationist**

World Class 5* Hotel - North Coast KZN
Plays a vital role in ensuring seamless booking experiences for guests of our esteemed 5-star hotel.

This position is responsible for managing all aspects of reservations, from initial inquiries to final confirmation, while providing exceptional customer service and contributing to revenue optimization efforts.

The Reservationist collaborates closely with various departments to fulfill guest requests and uphold the hotel's standards of excellence

**Minimum requirements**:
Matric or Post-secondary education in hospitality management, business administration, or a related field.
Previous experience in a similar role, preferably in the hospitality industry, is often required.
Proficiency in using reservation software and booking systems/Opera is essential.

**Key Attributes**:
Excellent verbal and written communication skills are necessary for interacting with guests, colleagues, and other departments.
Multilingual abilities, especially proficiency in languages commonly spoken by hotel guests, may be advantageous.
Strong customer service orientation with the ability to handle guest enquiries and complaints professionally and efficiently.
A friendly and helpful demeanor is essential for creating a positive guest experience. Accuracy in processing reservations, handling payment information, and maintaining records is crucial.
Attention to detail helps minimize errors and ensures a seamless guest experience.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Willingness to work flexible hours, including evenings, weekends, and holidays, as required by the hotel's operation.
Ability to adapt to changing circumstances and guest needs.
Maintain a professional appearance and demeanor at all times.
Adhere to hotel policies and standards, including confidentiality and guest privacy guidelines.

**Key Responsibilities**:
Reservation Handling, Accuracy, Response Time, Occupancy Rate:
Process reservation requests accurately and promptly.
Assist guests in choosing appropriate room types and packages.
Ensure all reservations are accurately entered into the hotel's system.
Percentage of reservations entered correctly without errors.
Minimization of double bookings or discrepancies
Average time taken to respond to reservation enquiries or requests.
Meeting or exceeding response time targets
Percentage of rooms booked compared to total available rooms.
Achieving optimal occupancy levels to maximize revenue.
**Upselling Performance**:
Percentage of guests who opt for room upgrades or additional services.
Revenue generated from upselling efforts.
**Customer Service**:
Provide excellent customer service by addressing guest enquiries and concerns promptly and professionally.
Assist guests with special requests, such as room preferences, dietary restrictions, or additional services.
**Maintain a friendly and helpful demeanor to create a positive impression of the hotel.**
**Communication**:
Liaise with other hotel departments to coordinate special requests or arrangements for guests.
Communicate effectively with the front desk staff to ensure smooth check-in and check-out processes.
Keep guests informed about any changes or updates to their reservations.
**Revenue Management**:
Maximize revenue by upselling room upgrades, additional services, or packages whenever possible.
Monitor room availability and make adjustments to maximize occupancy and revenue.
Implement strategies to optimize room rates based on demand and market trends.
**Administrative Tasks**:
Maintain accurate records of reservations, cancellations, and guest preferences.
Generate reports on reservation trends, occupancy rates, and revenue performance.
Process billing and payment information accurately.