Reservations Agent

1 week ago

Cape Town, South Africa One&Only Cape Town Full time

Reservations Agent
(6797)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

**Job Summary**

As a member of the Reservations Team ensure 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. To receive and process reservations in a professional and efficient manner and to provide accurate commentary to all other departments.

**Key Duties and Responsibilities**

The requirements of this key result area will have been satisfactorily performed when:

- **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 with regard to 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**:

- Process Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservations
- The telephone is answered within 3 rings according to the prescribed criteria and TSA call flow 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
- Guest expectations are exceeded in all areas
- 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

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

- Every call to be used as an opportunity to upsell
- Facilities, activities and special events are promoted
- To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination
- To ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guests
- Sales & Marketing activities are supported

**Administration**:

- Ensure accuracy of all market segments with rate codes when making reservations when making reservations.
- Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround time
- Processing of all reservations from agents, tour operators, general public and sales
- Passing on accurate guest information to relevant departments
- Processing of all cancellations, revisions and information updates or changes
- On a daily basis to accurately input individual reservations in the PMS
- To respond to all reservations/inquiries within one-hour turnaround time
- Thorough knowledge of Frequent Flyer Products, services and administration e.g.

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