Reservationist

We are searching for a successful reservationist who has flair and a positive attitude on the telephone as well as in front of guests.
They will be based at the estate and will handle calls from guests who want to make a restaurant or room
reservations and have a good understand of the menus, rate strategy, be thorough in recording the booking and
be quick to spot an opportunity to upsell.
and telephone enquiries, and working with the rest of the coordinating team to build customer relations and
field complaints.
The Reservationist will report directly to the Financial Analyst.
Your responsibilities shall include, among other things, the following:

- Dealing with guests over the telephone as well as face to face interactions;
- Ensure menu is up to date;
- Speak with guests to ensure satisfaction with the booking;
- Maximizing reservations accurately & up-selling;
- Supervise and co-ordinate activities of food and beverage and follow up the weekly program;
- Accept payment from guests for bookings;
- Assist & support Outlets, F&B Admin, with preps for menus, posters, tags & other requirements;
- Taking and inputting reservations / cancelations;
- Negotiating rates if applicable;
- Upselling other offerings at Hazendal Wine Estate; and
- Perform any other duties as assigned by Management.
- Prepares for the current and following day’s arrivals to ensure guest satisfaction (special requests,

packages/promotions, amenities, VIPs, room type, rate, etc);
- Reviews the following day’s departures to ensure proper billing (promo credits, group billing, share with

billing, etc);
- Assists with setting up group billing and confirming group billing profiles while groups are in house;
- Covers the Reception Desk during Receptionist breaks as needed;
- Effectively assists all guests;
- Maintains a high level of customer service;
- Checks-in and check-out guests efficiently and professionally;
- Understands and adhere to proper credit, check cashing and accounting policies and Procedures;
- Posts additional charges to guest accounts during their stay and after departure;
- Researches as necessary the billing of guests when errors have occurred;
- Uses suggestive selling techniques to promote other services at wine estate;
- Works closely with Housekeeping department to ensure availability of rooms;
- Tracks and notes all early arrivals, late departures, room moves, VIP’s and repeat guests, as well as any

special requests;

reservations cannot be completed in a reasonable time, the relevant manager be informed to assist and
ensure all reservations are answered effectively in a reasonable time;
- Possesses a thorough knowledge of Hazendal offerings;
- Be responsible for Weddings, Functions and Events, Marketing, Guest services and Restaurants in helping

them making reservations and communicates availability daily; and
- Assists with front desk training efforts.

**Criteria for Evaluation**:
You will be evaluated and coached regularly based on quality and quantity of work performed,
attendance and punctuality records, courtesy towards Guests, relations with other staff members, reliability,
compliance with all Hazendal Wine Estate policies, grooming and dress guidelines, safety and hygiene protocols,
security procedures and guidelines, and initiative.
**Work Environment**:
Work is generally performed at a desk, but you may be required to assist in welcoming guests to the Guest House.
Although your time will be mostly day-time, you may be required from time to time to welcome guests to
Hazendal Accommodation after hours. The work time includes weekends, holidays, and shifts as required in
hospitality.
**Personable Attributes**:

- Must be honest and trustworthy, ethical, respectful, flexible, committed to excellence.
- Good interpersonal skills and communication skills - ability to liaise at all levels.
- Outgoing, responsible, positive, can-do attitude, self-motivated and confident.