Job Description

As a Reservationist, the central job purpose is to assist the Sales & Revenue Department to achieve department targets by accurately interpreting the accommodation needs of guests and organisations, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required.

Main Responsibilities:

The position takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as his/her primary operational responsibility.
This role works closely with the relevant Department Teams to ensure a coordinated effort for providing personalised service and product is achieved and that guest preferences and requests are met with an absolute minimum of error.
The role also works to ensure that guests perceive the hotel as a highly professional business in all respects.
Ensure that guests and agents are assisted in the highest standard
Accuracy and professionalism of responses
Anticipate and answer questions before they arise
Timeliness and quality of communication with internal partners and suppliers
Promotes a culture of employee engagement and hospitality
Solution-driven and constructive conflict resolution
Follow all departmental and hotel, health, safety and security policies, processes, procedures and standards with minimal tolerance for errors
Correct rates to be entered when making a reservation so that there are no corrections needed to a rate post-stay
Timeous release of provisional bookings and subsequent timeous collection of deposits
Is aware and manages reservation enquiries to achieve revenue budget
Strict confidentiality of customer information

Experience and Skills:

Inherent Requirements:

Matric Certificate
Process excellence and service delivery
Sustainable quality and attention to detail
Innovation for results
Initiative and change agent
Teamwork, cross-organisational collaboration and building high-performance teams
Managing uncertainty (ambiguity) and adaptability
Personal and professional integrity of the highest standard
Preference will be given to candidates from Franschhoek and neighboring areas

Reservationist Agent

Key skills