Central Reservations Agent

3 weeks ago

Cape Town, Western Cape, South Africa Totalstay Full time
About the Role

The Central Reservations Agent is responsible for handling requests and bookings from guests prior to arrival, companies and travel agents via phone and other platforms. This role requires the ability to ensure booking information is input accurately into the reservation system and maintain accurate records in all online platforms.

Key Responsibilities
  1. Reservations
  • Booking Management: Handles bookings and reservations in accordance with company policies through all booking channels.
  • Profile Updates: Ensures that profiles of arriving guests are updated on the system.
  • Booking Notes: Ensures that all booking notes are correctly updated on the bookings to ensure the highest level of service standards.
  • Guest and Agent Communication: Deals with agent or guest complaints relating to bookings and informs the Reservations Manager.
  • Relationship Building: Builds and maintains relationships with strategic corporate clients and agents.
  • Booking Maintenance: Maintains all changes and updates of bookings as per guest and agent requests.
  • Direct Booking Enquiries: Receives all direct booking enquiries and responds timeously and in accordance with company policy.
  • Reservation Cancellation: Ensures that reservations that are not fulfilling operational standards are cancelled in accordance with channel policies and this is communicated to the guests.
  • Accurate Record Keeping: Updates No Shows and Cancellations in the Property Management system and the channel accordingly and in line with channel policies.
  • Agent Bookings: Maintains accurate records of agent bookings where required.
Key Skills
  • Communication: Ensures that confirmations of bookings are completed and sent out promptly.
  • Response Time: Responds to initial enquiries and requests within an 8-hour working day.
  • Liaison: Liaises with departments and provides an update on arrivals, groups, special requests and functions etc.
  • Good Communication: Maintains good communication channels with other departments.
  • Guest Complaints: Handle any guest complaints where necessary or refer to the Reservations/Revenue Manager.
Financial Management
  • Pro-Forma Invoices: Ensures pro-forma invoices are sent out on time to guests.
  • Follow-up: Follows up with guests on payment of invoices and cancels bookings timeously for non-payment.
  • Payment and Commission: Assists with the maintenance and control of payment and commission procedures for all reservations and through all channels accordingly.
  • Yield Management: Manages waiting lists, turn-a-ways and provisional reservations in order to optimise occupancy and revenue by applying yield management.
General Responsibilities
  • Filing System: Maintains the filing system.
  • Hygiene and Maintenance: Ensures high standards of hygiene and maintenance in areas of responsibility.
  • Additional Tasks: Performs any other tasks as and when requested.
  • Attendance Register: Ensure accurate daily recording of attendance registers.
What We Offer
  • Dynamic Work Environment: A dynamic work environment where you can make a tangible impact.
  • Professional Growth: Opportunities for professional growth and development within Totalstay.
  • Competitive Salary: Competitive salary commensurate with experience.

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