Reservations Agent

2 weeks ago

Cape Town, South Africa Neighbourgood Full time

Neighbourgood, South Africa’s leading co-living and co-working business, is looking for a dynamic and talented central reservations specialist with excellent all round client and hospitality management skills to join our team.

Our Reservations specialist would need to be able to efficiently manage their tasks in order to the be able to maintain response times to all clients, ensure payments are received, track VIP guests and maintain quotation turnarounds, as well as ensure that workflows and processes are in place that guarantee consistency throughout our portfolio for all reservations. Relationship building with industry players such as agents and tour operators would also be imperative to ensuring high levels of revenue are maintained across the portfolio.

Weekend work will be required, typically one weekend a month with an additional remuneration.

**Roles and Responsibilities**:

- Handles bookings and reservations in accordance with company policies through all booking channels.
- Ensures that profiles of arriving guests are updated on system.
- Ensures that all booking notes are correctly updated on the bookings in order to ensure the highest level of service standards.
- Deals with agent or guest complaints relating to bookings and informs the Reservations/Revenue Manager.
- Build and maintain relationships with strategic corporate clients and agents
- Maintains all changes and updates of bookings as per guest and agent requests
- Receives all direct booking enquiries and responds timeously and in accordance with company policy
- Ensure that reservations that are not fulfilling operational standards are canceled in accordance with channel policies and this is communicated to the guests.
- Update No Shows and Cancellations in the Property Management system and the channel accordingly and line with channel policies.
- Maintains accurate records of agent bookings where required.
- Ensures that confirmations of bookings are completed and sent out promptly.
- Responds to initial enquiries and requests with A 6 hour turnaround.
- Liaises with departments and provides an update on arrivals, groups, special requests and functions etc.
- Maintains good communication channels with other departments.
- Handle any guest complaints where necessary or refer to the Reservations/Revenue Manager.
- Ensures pro-forma invoices are sent out in time to guests.
- Follows up with guests on payment of invoices and cancels bookings timeously for non-payment.
- Assists with the maintenance and control of payment and commission procedures for all reservations and through all channels accordingly

**Qualifications and Experience**:

- 3 - 5 years professional knowledge and/or work experience
- Protel Air or Opera Experience essential
- Minimum of 5 years Reservations in Hospitality experience or with experience in short term rentals reservations essential.
- Strong administrative skills
- You will be able to demonstrate a high level of agility in a demanding environment and be able to effectively communicate with a broad range of stakeholders.
- Exceptional communications and time management skills will be considered fundamental together with a motivated and commercially astute approach.

**Salary**: R12,000.00 - R18,000.00 per month

**Experience**:

- Hospitality Reservations: 3 years (required)

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