Reservations Agent

1 month ago

Cape Town, South Africa Proactive Recruitment Full time

Proactive Hospitality Solutions is looking for an experienced Reservations agent to join the team. This is an exciting opportunity for someone who is looking to be part of a successful team and has a PROACTIVE attitude and mindset. You will be responsible for converting enquires into confirmed bookings and providing the highest standard of customer service.

Key Responsibilities

  • Ideal candidate to have experience working in a multi-property environment.
  • Meticulous attention to detail, with exceptional administration and organizational skills.
  • Math literacy to calculate rates, and discounts accordingly.
  • To be considered for this role, you must have the right to work in SA.
  • Experience in working on NightsBridge and PANstrat is advantageous.
  • Ensure all incoming emails, reservation 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 reservation records are filed accurately and can be retrieved promptly.
  • To be familiar with 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 confirmation. Checked 7 and 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 and amenities.
  • Ensuring all Reservations are checked as per the below timelines for accuracy before the guest's arrival (Dependent 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
  • Ensure each Reservation has the following booking notes: Arrival time, dietary requirements, the contact information of the guest, emergency or direct contact information, activities are clearly stated, room configuration ie TWIN bed, King Bed, special occasions, special requirements depending on property needs.
  • Book additional tours, road transfers, shuttle flights and/or charters as required.

Sales & Revenue

  • Correctly logging No-shows and cancellations as per the property standard.
  • Ensuring all Reservations have deposits / Full pre-payment which is in line with the property payment terms
  • Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue.
  • To adhere to and fully understand all Terms and Conditions relating to the property.
  • Utilise stay-through and minimum stay parameters to maximise room revenue.
  • Use of effective chase systems to maximise room 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

  • Knowledge of 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 Sales team, STO rates to agents and update the STO report
  • Accountable for quoting and applying correct rates to agents and direct guests.

Please note that you need your own transport, have a valid passport and be able to travel. You must live within a max 20km radius of the office. To be considered for this role, you must have the right to work in SA.

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