Central Reservations Agent

**JOB TITLE**

Central Reservations Agent

**OVERVIEW**

Reservationists are front line professionals who facilitate the promotion, sales and booking of the hotel's products and services. They must have excellent communication and customer service skills. They are responsible for ensuring a seamless reservations process from start to end.

All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Teamwork 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 organized as well as well presented, tidy and professional.

**DUTIES & RESPONSIBILITES**
- Making reservations for all properties and preparing rate proposals.
- Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest and operationally.
- Answer reservations call in a pleasant and courteous manner, in accordance with the required standards.
- Up-selling, when appropriate, by informing guests of special packages, or higher room categories to increase revenue.
- Assist & maintain an efficient administration system within the department. - Ensure all quotations are followed up on timeously.
- You may be required to manage room blocks and all sizes of group bookings. - Actively endeavor to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager as needed.
- Establish and quote rates within the limits of the authorized rates. - Familiarize yourself and learn each product’s offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
- 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.
- 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 the PM sheet, Pay Genius payments, un-allocated deposits etc.
- Ensure reservations vouchers have been recorded and allocated correctly. - Attend training when required.
- Manage the OTA extranet/s.
- 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

**SKILLS**
- Quality focused
- Great communication skills, written and verbal
- Energetic and friendly personality
- A positive and professional attitude
- Previous Hospitality experience is required
- Exceptional time management, communication skills, and customer service
- Opera experience is essential
- 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

All employees may be required to complete other reasonable tasks as part of the successful operation of Newmark Hotels, Reserves & Lodges. 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.

Application Deadline: 2024/10/31