Central Reservations Agent

1 week ago

Cape Town, South Africa Newmark Hotels Full time

**DUTIES & RESPONSIBILITIES: -**

The Reservations Agent is responsible for ensuring a seamless reservations process to ensure guest satisfaction is achieved starting with the reservation.

**GENERAL**

All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Team work and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient and organised as well as well presented, tidy and professional.
- Attend morning briefing, and provide reservations update.
- Ensure smooth flow of information through-out the property and ensure guests are happy and cared for.
- Liaise with the Front Office, Housekeeping, Sales, and Central Reservations departments
- Complete any required reporting such as the daily operational updates
- Follow-up on all payments received and outstanding balances
- Review reservations, and escalate any issues raised
- Ensure reservations vouchers have been recorded and allocated correctly
- Liaise with tour operators regarding reservations
- Submit and communicate guest refunds
- Booking of tours and transfers require prior to arrival
- Review reservations and occupancy for the following week
- Complete and submit reports as required
- Complete, review and communicate the 7-day process
- Review reservations and attend to any over-bookings
- Complete Monthly Operational Report as required
- Reconcile all reservations, Complete, review and communicate the 30-day process

**CORE COMPETENCIES: -**
- Must have previous reservations experience
- Must be a good communicator and speak English clearly
- Must have sound knowledge of reservations processes and procedures
- Must have an eye for detail
- Customer service orientated
- Must be able to plan, prioritise and work well under pressure.
- Must be a good team player and also have the ability and motivation to work under own instruction
- Must have good computer skills - Opera, MS Word, MS Excel
- Must have OTA experience

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

**Experience**:

- Hotel Central Reservations: 2 years (preferred)

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