Reservation Agent

2 weeks ago

Cape Town, South Africa Tanya Serra Full time

Job Posted: 17-Nov-2023
- Location: Cape Town

**Reservations Agent**

Must be able & willing to work weekends & public holidays. Day shifts. Every 2nd weekend off.

**Purpose of the Role & Reporting Line**

As a member of the Reservations Team you need to ensure that we match the guest’s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. You are responsible for maintaining relationships with your agents, and direct guests to affect repeat business as well as to ensure that the hotel is managing its inventory effectively by not letting clients hold rooms indefinitely.

Communicating guests’ needs internally is key and needs to be accurate and efficiently conveyed to all departments using the hotel systems in place.

**Key Performance Aread: Duties & Responsibilities**

**General**
- Inspire guests with an attitude of personal attention to their requests
- A commitment to a sense of urgency, immediacy and total responsiveness
- Anticipate guest needs and address them in a refreshing manner
- Demonstrate commitment to uncompromising standards of excellence
- Have superior knowledge of Cape Town and surrounds
- Approach each guest in a confident and welcoming manner
- Work as a team with all other Departments in their endeavor to delight the guest
- Demonstrate a willingness to “go the extra mile” to exceed guest expectations
- Show respect for guests security and privacy at all times
- Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are taken
- To understand the basic business imperative and operational standards regarding the establishment
- To adhere to agreed systems and procedures
- Represent the establishment in a positive manner at all times
- To complete all given tasks in a timely manner and to adhere to operational hours as needed

**Customer Service**:

- Ensure all reservations are processed accurately and efficiently and ensure that guests expectations are managed and exceeded
- The telephone is answered within 3 rings according to the prescribed criteria.
- All reservations are processed accurately and efficiently
- Different types of guests’ requirements are accommodated e.g. VIP’s, disabled, elderly
- Communicating of any guest-related information to all relevant departments
- All relevant details are recorded accurately e.g. payment details.
- Appropriate recommendations, options and alternatives are communicated to the guest
- Confidentiality of information is maintained at all times
- Special Requests are communicated to relevant Departments

**Critical / Core Competencies: Technical & Behavioural**

**Financial - Selling hotel facilities in order to maximize revenue**:

- Restaurant and special events are promoted.
- To remain fully informed at all times regarding the facilities that the property has to offer and Cape Town as a destination.
- To ensure you remain aware at all times of what packages/promotions are on offer and which rates to sell at and communicate specials and promotions to guests.

**Administration**:

- Ensure accuracy of all market segments with rate codes when making reservations.
- Processing & responding to all reservations/ inquiries by telephone, E-mail, Channel manager & Third-party websites - 4-hour turnaround time
- Processing of all reservations from agents, tour operators, general public and sales
- Ensure all Guest details are captured accurately - Name, Surname, Contact information, Travel dates, Payment method, Address, Preferences etc.
- Passing on accurate guest information to relevant departments
- Processing of all cancellations, revisions and information updates or changes
- On a daily basis, accurately input individual & group reservations in the PMS
- To accurately inform all guests/agents of the hotel cancellation policy when processing reservations
- To utilize comments & profile notes to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. wine, cots, children ages pillow preference etc.
- To ensure that all relevant administration is kept updated at all times
- To follow up on all no shows and to charge accordingly.
- To follow up on late cancellations and charge accordingly
- To follow up on early departures and charge accordingly
- To follow up on outstanding payments and Optional bookings on a daily basis as per policy
- Ensure payments are allocated to reservations daily as received.
- Any additional reporting requirements are completed timeously.

**Working Environment & Interpersonal Skills**:

- All colleagues are dealt with in a polite and helpful manner at all times.
- Contribute to teamwork which positively

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