Reservations Consultant - Cape Town, South Africa - Proactive Recruitment

Description

The individual will also work closely with the Strategic Reservations Manager to ensure continuity throughout the portfolio.

Main Responsibilities

Administration

• To maintain the integrity and overall efficiency of the Proactive Reservations process 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 to PHS & or the Client
• 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 Travel Hat, STO rates to agents and updating the STO report
• Accountable for quoting and applying correct rates to agents and direct guests