Reservations Agent

3 weeks ago


Cape Town, South Africa HotelJobs.co.za Full time

To optimise sales & profitability through an effective and efficient reservations process whilst enhancing relationships with existing clients.
- Ensure accurate & detailed capturing of reservations
- Maximise revenue & ensure guest satisfaction
- Reviewing, monitoring and revising guest service standards, thereby enhancing guest satisfaction.
- Assist & maintain an efficient administration system within the department.
- To maintain client database with segmentation.
- To ensure that an efficient and accurate filing system, both manual and electronic, is constantly updated.
- To ensure that standard correspondence formats for various stages of reservations is completed and maintained.
- To continuously seek ways to maximise revenues and profits by up-selling other facilities and services.
- Establish rapport with guests maintaining effective customer relationships and handle guest enquiries, requests either personally or over the phone.
- Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
- Answer reservations calls in a pleasant and courteous manner.
- Based on the nature of the reservation required, check the availability of the room / type of room and confirm the reservation.
- Actively up-sell the higher category rooms.
- Ensure and encourage guests to complete all areas and details on the advance reservation form.
- To sort out and attach all correspondence with the respective advance reservation forms.
- Preparing and ensuring all bookings are accurate and in line with SOP’s.
- To inform other departments and follow up with regards to special instructions / facilities.

Qualifications:

- Diploma / Degree from a reputable hotel school
- Front Office background preferred
- Previous junior sales or front of house experience


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