Reservations Agent needed at Belmond Mount Nelson Hotel

Primary Responsibilities Include:

• Making reservations for the Hotel and preparing rate proposals.
• Ensure accurate records about guests’ bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
• Answer reservations calls in a pleasant and courteous manner, in accordance to LQA 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 a regular basis to ensure maximum revenue.
• Ensure the ability to manage small room blocks.
• Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
• Inform other departments and follow up with regards to special instructions / facilities.
• Familiarize yourself and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
• Assist with booking of transfers, and other outlet requests and reservations such as afternoon tea etc.
• Report any rate, system discrepancy to the Reservations Manager and any overbookings.
• Inform the Reservations Manager of any complaints, issues or concerns pertaining to reservations, guests and agents.
• 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, Paygate payments, un-allocated deposits etc.

Requirements

What You Bring:

• Diploma / Degree from a reputable hotel school – advantageous.
• 2 years’ experience in Front Office or Reservations.
• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Ability to work without supervision.
• Customer service skills.