Central Reservationist - Cape Town, South Africa - Proactive Recruitment

Description

Our client is a dynamic outsourced Sales and Marketing company based in Durbanville, Cape Town. They are looking for an experienced Central Reservationist to join their team.

Our client is responsible for all elements of Reservations for hotels, lodges & guest houses in South Africa, Kenya, Botswana, Tanzania & Mozambique.

Main Responsibilities

Administration

• To maintain the integrity and overall efficiency of our clients processes 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 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 t
• 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 Sales team, STO rates to agents and updating the STO report
• Accountable for quoting and applying correct rates to agents and direct guests

Requirements

• Must have a valid Passport
• Traveling is required - Domestic & International
• 2years experience in a similar role
• Knowledge of ResRequest, Semper, Nightsbridge
• MUST be able to commute daily to the Office.