Reservations Consultant

3 weeks ago

Cape Town, South Africa Proactive Recruitment Full time

The individual will also work closely with the Strategic Reservations Manager to ensure continuity throughout the portfolio.

Main Responsibilities

Administration

  • To maintain the integrity and overall efficiency of the Proactive Reservations process and continually striving for improvement of said system.
  • Ensure all incoming emails, reservations messages are dealt with promptly and accurately, and within a 2-hour response time.
  • Answer all incoming emails on the same day of business.
  • Answer phone calls as promptly as possible in a courteous professional manner.
  • Input all reservations accurately into the PMS system.
  • To be fully conversant with all property rates, including rack, corporate and contracted.
  • Help maximise room sales by upselling to a higher category.
  • To be responsible for the timely upkeep of the archives.
  • Ensure that all reservations are handled efficiently through effective office operating systems.
  • Ensure that all reservations records are filed accurately and can be retrieved promptly.
  • To have knowledge of the property's internal and external reservation systems (Third Party Website i.e Booking.com etc).
  • Ensure that bookings for each day are checked prior to arrival for accuracy and confirmations. Checked 7 14 days in advance
  • Ensure all reservations are tracked correctly for statistical purposes (Source codes etc).
  • Ensure guest profiles are used and utilized correctly.
  • Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service.
  • To have complete knowledge of all rooms, along with the property's facilities, as well as local area competitors.
  • Ensuring all Reservations are checked as per the below timelines for accuracy prior to the guests arrival (Dependant on property terms and conditions)
  • 60 days
  • 40 days
  • 30 days
  • 14 days
  • To ensure all booking fields are correct:
  • Guest Nationality
  • Agent Information
  • VIP status used as required
  • Source Codes
  • To ensure each Reservation has the following booking notes:
  • ETA
  • Dietary Requirements
  • Contact information of the guest
  • Emergency or direct contact information
  • Activities are clearly stated.
  • Room configuration ie TWIN bed, King Bed
  • Arrival and Departure information
  • Special Occasions
  • Special requirements dependant on property needs

Sales & Revenue

  • To ensure all commission invoices are correct and tracked accurately to avoid excess commission payments by close of each month
  • Accurately prepare revenue reports as requested by the Reservation Department Manager
  • Correctly logging No shows and cancellations as per the property standard.
  • Ensuring all Reservations have deposits / Full pre-payment which is line with the property payment terms
  • Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue to PHS & or the Client
  • To adhere too and fully understand all Terms and Conditions relating to the property
  • Pass onto the sales department any possible leads which could develop into future business.
  • Analysis each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s)
  • Utilise stay through and minimum stay parameters to maximise room revenue
  • Use of effective chase systems to maximise rooms revenue
  • Minimise the number of unconfirmed reservations to maximise revenue.
  • To be constantly aware of all competitor developments and pricing and communicate accordingly to all appropriate departments.

Rates

  • To be fully converse with all rates and offers for each property within the cluster
  • To ensure all rates are correctly loaded onto the PMS system
  • To ensure the correct STO rate is allocated to the correct agent
  • To distribute in conjunction with The Travel Hat, STO rates to agents and updating the STO report
  • Accountable for quoting and applying correct rates to agents and direct guests

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