JOB SUMMARY

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.

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 timeously manner to ensure maximum revenue.
• You may be required to manage room blocks and all sizes of group bookings.
• Actively endeavor 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.
• Establish and quote rates within the limits of the authorized rates negotiation procedure.
• 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 the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments.
• Report any rate, system discrepancy to the Reservations Manager and all overbookings.
• Escalate all complaints.
• 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.
• Check and respond to all emails within required time policy.
• Ensure that all reservations (telephonic, e-mail and online) are processed correctly and as per standard.
• Ensure reservations vouchers have been recorded and allocated correctly.
• Attend training when required.
• Manage the OTA extranet.
• 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.
• Suitably attired for work at all times.

COMPETENCIES

• Strong Opera Skills
• Microsoft Office Skills
• High communication skills, verbal and written
• OTA – responses
• Attention to Detail