Reservations Coordinator

4 days ago

Cape Town, Western Cape, South Africa Belmond Full time
Reservations Agent Job Description

As a Reservations Agent at the Mount Nelson, A Belmond Hotel, you will be part of a team that provides exceptional service to our guests to assist with their planning and booking of their reservation. In this role, you will ensure the highest quality service and complete dedication to the guests' requests when handling a guest reservation.

Key Responsibilities:
  • Make reservations for the Hotel and prepare rate proposals.
  • Ensure accurate records about guests' bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
  • Answer reservations calls in a pleasant and courteous manner, in accordance with LQA standards.
  • Upsell, when appropriate, by informing guests of special packages or higher room categories.
  • Assist and maintain an efficient administration system within the department.
  • Ensure all quotations are followed up on a regular basis to ensure maximum revenue.
  • Manage small room blocks.
  • Actively endeavor to seek and resolve guest complaints, exercising judgment and escalating them to the manager.
  • Inform other departments and follow up on special instructions or facilities.
  • Familiarize yourself with and learn each hotel offering, various packages, and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
  • Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
  • Assist with booking of transfers and other outlet requests and reservations, such as afternoon tea.
  • Report any rate, system discrepancies to the Reservations Manager and any overbookings.
  • Inform the Reservations Manager of any complaints, issues, or concerns pertaining to reservations, guests, and agents.
  • Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
  • Send invoices, credit card payment links, follow up on payments, and ensure all payments are accurately posted against each booking.
  • Ensure all internal worksheets are actioned and updated daily, such as the PM sheet, Paygate payments, un-allocated deposits, etc.
Requirements:
  • Diploma/degree from a reputable hotel school – advantageous.
  • 2 years' experience in Front Office or Reservations.
  • Excellent telephone etiquette and verbal communication skills.
  • Strong organizational skills and a high level of attention to detail.
  • Strong computer proficiency and email communication skills.
  • Ability to work without supervision.
  • Customer service skills.
Benefits:
  • Competitive basic salary and benefits.
  • Loyalty and recognition rewards programs.
  • Employee Assistance & Wellness programs.

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

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