Central Reservations Consultant

3 hours ago

Cape Town, Western Cape, South Africa Proactive Recruitment Full time
Central Reservations Agent

We are seeking a highly skilled and experienced Central Reservations Agent to join our Sales team at Proactive Recruitment. As a key member of our team, you will be responsible for converting enquires into confirmed bookings and providing exceptional customer service.

Main Responsibilities
  • Administration: Maintain the integrity and overall efficiency of the Proactive Reservations process, continually striving for improvement.
  • Ensure all incoming emails and reservations messages are dealt with promptly and accurately, within a 2-hour response time.
  • Answer all incoming emails on the same day of business.
  • Answer phone calls as promptly as possible in a courteous and professional manner.
  • Input all reservations accurately into the PMS system.
  • Be fully conversant with all property rates, including rack, corporate, and contracted.
  • Help maximise room sales by upselling to a higher category.
  • Be responsible for the timely upkeep of the archives.
  • Ensure that all reservations are handled efficiently through effective office operating systems.
  • Ensure that all reservations records are filed accurately and can be retrieved promptly.
  • Have knowledge of the property's internal and external reservation systems.
  • Ensure that bookings for each day are checked prior to arrival for accuracy and confirmations.
  • Ensure all reservations are tracked correctly for statistical purposes.
  • Ensure guest profiles are used and utilized correctly.
  • Ensure all Special Attention Guests (SAG) requests are dealt with accurately.
  • Have complete knowledge of all rooms, along with the property's facilities, as well as local area competitors.
  • Ensure all Reservations are checked as per the below timelines for accuracy prior to the guests arrival.
Sales & Revenue
  • Ensure all commission invoices are correct and tracked accurately to avoid excess commission payments by close of each month.
  • Accurately prepare revenue reports as requested by the Reservation Department Manager.
  • Correctly logging No shows and cancellations as per the property standard.
  • Ensure all Reservations have deposits / Full pre-payment which is line with the property payment terms.
  • Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue.
  • To adhere too and fully understand all Terms and Conditions relating to the property.
  • Pass onto the sales department any possible leads which could develop into future business.
  • Analysis each property individually and identify & communicate any potential Sales needs to increase revenue.
  • Utilise stay through and minimum stay parameters to maximise room revenue.
  • Use of effective chase systems to maximise rooms revenue.
  • Minimise the number of unconfirmed reservations to maximise revenue.
  • To be constantly aware of all competitor developments and pricing and communicate accordingly to all appropriate departments.
Rates
  • To be fully converse with all rates and offers for each property within the cluster.
  • To ensure all rates are correctly loaded onto the PMS system.
  • To ensure the correct STO rate is allocated to the correct agent.
  • To distribute in conjunction with The Travel Hat, STO rates to agents and updating the STO report.
  • Accountable for quoting and applying correct rates to agents and direct guests.
Miscellaneous
  • Creating a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one.
  • Travelling required.
  • Valid Passport and/or Drivers Licence always required.
  • Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
  • Complying with all vaccination requirements that may be applicable to the destination.

Please note that you need your own transport, have a valid passport and be able to travel. You must live within a max 20km radius of the office. To be considered for this role, you must have the right to work in SA.

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