Reservations Co-ordinator

**RESERVATIONS CO-ORDINATOR JOB PROFILE** 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, and enhance the reservations department by ensuring that all guest and departmental requests and procedures are handled in a timely manner. We require a well-rounded and reliable individual that would enjoy working in a fast-paced environment and act as a liaison between hotels, reserves and our guests. **DUTIES & RESPONSIBILITIES** - Making reservations for the Hotel 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. - Answer reservations calls 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 category. - Assist & maintain an efficient administration system within the department. - Ensure all quotations are followed up on in a timeous manner to ensure maximum revenue. - You may be required to manage room blocks and all sizes of group bookings. - Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to management. - Inform other departments and follow up with regards to special instructions / facilities. - Establish and quote rates within the limits of the authorized rates negotiation procedure. - Familiarize yourself and learn the hotel’s offering, various packages and specials to assist with general guest requests and other bookings on an ongoing basis. - Prepare arrival/guest correspondence (check-in) packs for Front Office daily. - Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments. - Report any rate, system discrepancies and all overbookings. - 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 accurate and detailed capturing of bookings. - Manage any guest feedback to necessary department. - Ensure reservations vouchers have been recorded and allocated correctly. - Efficient and fast support to our operations team for general assistance & queries regarding reservations. - Answering questions about company policies, procedures, and services internally & externally. - Reviewing and updating reservations data according to the departmental standards on the PMS/Computer - Updating records of guest checkouts and billing charges - Generate daily, weekly, and monthly reports as needed - Cross-train in other areas of the department to provide coverage during peak periods or absences - Posting of payments and updating of invoices - Updating the PMS when the deposit is posted - Sharing updated invoices to agents once the deposit or initial payment has been received and adding a follow up trace for the reservations agent when the balance is due - Assisting with visa letters - Update the revenue board on a weekly basis - Releasing of allocations - Daily quality checks for arrivals - Merging of profiles, ensuring profiles are correct and updated - Sharing weekly program with the arrivals where applicable - Assist with follow up on OTA payments - Reconfirming transfers with the external suppliers for the following week to ensure nothing is missed - Obtaining arrival details and following up on final reservations details - Processing and submitting refunds - from completing the paperwork to submitting the documents to finance to following through on Opera and sharing the proof of payment with the guest - Cross reference daily > 7 days out arrival checks against each platform to ensure the bookings are correct on our PMS - 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. **CORE COMPETENCIES** - 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 - Presentable, well-spoken & professional individual - Act in good faith & in the best interest of the Company at all times All employees may be required to complete other reasonable tasks