Reservation Consultant (Hospitality)

SUMMARY:
Reservation Consultant (Hospitality)

POSITION INFO:

Job Title: Reservation Consultant (Hospitality)

Location: Camps Bay, Cape Town

Overview: A portfolio of Boutique Hotels, Guesthouses and Self- Catering Homes in The Western and Eastern Cape of South Africa Committed to providing unique carefully curated luxury accommodation and unforgettable experiences to guests. The establishment embodies sophistication, personalised service, and a warm ambiance. Currently seeking an experienced Reservation Consultant with a passion for hospitality to play a pivotal role in managing and overseeing the booking and reservation operations across the property portfolio.

Salary: R20-25 K /Month ( dependant on experience)

Duties and Responsibilities:

1) Communication and Customer Service

• Ensure all incoming emails, reservations messages are dealt with promptly and accurately, within a 3-hour response time.

• Answer all incoming emails and WhatsApp messages on the same business day.

2) Reservation Management

• Input all reservations accurately into the PMS system.

• Ensure that all reservations are handled efficiently through effective office operating systems.

• 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.

• Ensuring all reservations are checked for accuracy prior to the guest''s arrival as per property terms and conditions (30 days, 14 days).

• To ensure each reservation includes essential booking notes (ETA, dietary requirements, contact information, emergency contact, activities, room configuration,arrival and departure information, special occasions, special requirements).

• Ensuring all reservations have deposits/full pre-payment in line with the property payment terms.

• Answer phone calls as promptly as possible in a courteous professional manner.

• Ensure all Special Attention Guests requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service.

3) Data and Records Management

• Ensure that all reservations records are filed accurately and can be retrieved promptly.

• To have complete knowledge of all rooms, along with the property''s facilities.

• To have knowledge of the property''s internal and external reservation systems (Third Party Website i.e., Booking.com, etc).

• To ensure all booking fields are correct (guest nationality, agent information, VIP status, source codes).

3) Sales and Marketing

• Help maximize room sales by upselling to a higher category.

• Pass onto the sales department any possible leads which could develop into future business.

• Minimize the number of unconfirmed reservations to maximize revenue.

• To be fully conversant with all rates and offers for each property.

• Accountable for quoting and applying correct rates to agents and direct guests.

• To adhere to and fully understand all Terms and Conditions relating to the property.

Requirements:

• 2 years experience in a similar role

• Knowledge of Semper, Nightsbridge, SiteMinder beneficial

• Weekday office situated in Camps Bay, own transport essential.

• Must be willing to work after hours and on weekend (on a rostered basis)

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