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Reservations Co-ordinator

1 month ago

Cape Town, South Africa Newmark Hotels Full time

**Job Title: Reservations Co-Ordinator**

**V&A Hotel**

**Objective**

We require a well-rounded and reliable individual that would enjoy working in a fast-paced environment and act as a liaison between hotels, reserves and our guests.

**Duties and Responsibilities**
- Making reservations for the Hotel and preparing rate proposals.
- Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest.
- Answer reservations calls in a pleasant and courteous manner, in accordance with the required standards.
- Up-selling, when appropriate, by informing guests of special packages, or higher room category.
- Assist & maintain an efficient administration system within the department.
- Ensure all quotations are followed up on in a timeous manner to ensure maximum revenue.
- You may be required to manage room blocks and all sizes of group bookings.
- Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to management.
- Inform other departments and follow up with regards to special instructions / facilities.
- Establish and quote rates within the limits of the authorized rates negotiation procedure.
- Familiarize yourself and learn the hotel’s offering, various packages and specials to assist with general guest requests and other bookings on an ongoing basis.
- Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
- Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments.
- Report any rate, system discrepancies and all overbookings.
- Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
- Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
- Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.
- Ensure accurate and detailed capturing of bookings.
- Manage any guest feedback to necessary department.
- Ensure reservations vouchers have been recorded and allocated correctly.
- Efficient and fast support to our operations team for general assistance & queries regarding reservations.
- Answering questions about company policies, procedures, and services internally & externally.
- Reviewing and updating reservations data according to the departmental standards on the PMS/Computer
- Updating records of guest checkouts and billing charges
- Generate daily, weekly, and monthly reports as needed
- Cross-train in other areas of the department to provide coverage during peak periods or absences
- Posting of payments and updating of invoices
- Updating the PMS when the deposit is posted
- Sharing updated invoices to agents once the deposit or initial payment has been received and adding a follow up trace for the reservations agent when the balance is due
- Assisting with visa letters
- Update the revenue board on a weekly basis
- Releasing of allocations
- Daily quality checks for arrivals
- Merging of profiles, ensuring profiles are correct and updated
- Sharing weekly program with the arrivals where applicable
- Assist with follow up on OTA payments
- Reconfirming transfers with the external suppliers for the following week to ensure nothing is missed
- Obtaining arrival details and following up on final reservations details
- Processing and submitting refunds - from completing the paperwork to submitting the documents to finance to following through on Opera and sharing the proof of payment with the guest
- Cross reference daily > 7 days out arrival checks against each platform to ensure the bookings are correct on our PMS
- Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.

**Core Competencies**
- Exceptional time management, communication skills, and customer service
- Opera experience is essential
- Meticulous attention to detail, proven administration and exceptional organisational skills
- Adaptability and flexibility
- Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
- Presentable, well-spoken & professional individual
- Act in good faith & in the best interest of the Company at all times

**Job Types**: Full-time, Permanent