Reservations Agent

**JOB SPECIFICATIONS**:
Preferable Grade 12 or Diploma in Hotel Management would be advantageous.

Must have at least 2 years hotel experience in a reservations position in a 5* hotel.

A positive and professional attitude

Energetic and friendly personality

Exceptional time management, communication skills, and customer service

Meticulous attention to detail, proven administration and exceptional organisational skills

Adaptability and flexibility

Feel comfortable working in a fast-paced environment requiring multitasking and problem solving

Excellent telephone etiquette and verbal communication skills

Excellent command of the English language.

Able to work occasional weekends and holidays.

Operator level of Property Management System - experienced in Opera

Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel

Ability to work without supervision.

**JOB DESCRIPTION**:
Maintain a high level of product and service knowledge about PCH.

To ensure that guests receive an exceptional guest experience that goes beyond their expectations.

Up-selling, by informing guests of special packages, or higher room category and hotel outlets and suggesting selling techniques.

Follow up on No shows and ensure all charges are done correctly

Check the Reservations Entered report for previous day and cancellations report daily to ensure market /source codes/ rate codes and confirmations were sent.

Check wattsApp messages and respond within turnaround time throughout your shift

Prepare commission paperwork within 48 hours of guest departure

Any refunds and future use credits paperwork to be prepared within 48hours of guests departure date

To ensure harmonious relationships exist with other departments by maintaining clear and prompt communication between all parties.

To ensure that reservations are made and updated accurately, efficiently and comprehensively in accordance with the Hotel standards.

Ensure accurate records about guests’ bookings, payments, and any additional information that hotel staff might need when interacting with a guest.

Ensuring that all profile notes and trace reports are updated correctly.

Prepare arrival/guest correspondence (check-in) packs for Front Office on a daily basis at least 7 days out.

Establish and quote rates within the limits of the authorized rates.

Ensure accurate and detailed capturing of bookings as per standard.
Assist with the booking of transfers, and other requests such as dinners by communicating with necessary departments or suppliers.
Report any rate, system discrepancy to the Reservations supervisor and all overbookings.
Escalate all complaints to management
Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
Making sure all internal worksheets are actioned and updated daily, such as un-allocated deposits etc.

Ensure reservations vouchers have been recorded and allocated correctly.
Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
Complete the daily reservations checklist Process
Maintain accurate filing system for all bookings and ensure that each reservations is traced accordingly
Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.

Update and maintain our Daily Quote sheet

Work Location: In person

Application Deadline: 2025/02/17