Duties:
 
Building trust, credibility and goodwill with clients and guests
Prioritising timely and accurate responses to reservation enquiries
Mastering the required software systems so that they are always accurate and up to date
Managing bookings from first enquiry to final confirmation and payment
Handling daily phone and email correspondence with efficiency and warm professionalism
Efficiently capturing all reservations data with diligence and attention to detail
Providing guests with accurate information with regards to availability, room types, hotel facilities and rates
Controlling and maximising occupancy levels by effectively managing overbooking and waitlists
Cross- and up-selling where appropriate
Ensuring that all guaranteed bookings are confirmed in the system
Following up proactively on provisional bookings
Processing cancellations and amendments
Ability to understand statements, create and send them
Resolving any guest complaints as a matter of priority and in conjunction with the relevant departments
Maintaining strong, continuous communication between the reservations team and the properties to ensure the best possible guest experience
Effectively managing yield by maximising rates and profitability
Coordinating the distribution of rates
Organising site inspections and fam trips
Ongoing monitoring of booking movements, trends and competitor activity
Always acting as a brand ambassador of the Company, leading with the Company’s values
 
Requirements:
 
Grade 12
A formal hospitality qualification
A minimum of 5 years' experience in an inbound reservations position
Energetic and proactive with a well-developed concept of the importance of providing a world-class guest experience and the ability to deliver that level of service
Up-to-date knowledge of the environment/industry
Strong understanding of OTA management
Excellent interpersonal, communication and organisational skills
Excellent command of the English language
Awareness and understanding of a variety of cultures
Meticulous, precise and always paying close attention to detail
Ability to remain effective under pressure
Lateral thinker and creative problem-solver who takes initiative
Strong team player with a willingness to share information, knowledge and responsibility
Evidence of the ability to practice a high level of confidentiality
Desire to maintain good relationships with guests, colleagues and supplier