Objective
Under the direction of the Director of Client Services and within the limits of our client's policies and procedures, the Reservations coordinator will form part of the Reservations Department
The individual will be responsible for receiving and accurately processing reservation bookings or general inquires and ensuring an effective and courteous service at all times.
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 Reservations process and continually strive for improvement of said system.
- Ensure all incoming emails, reservation 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 reservation 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. Booking.com etc.).
- Ensure that bookings for each day are checked prior to arrival for accuracy and confirmation. 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 facilities, as well as local area competitors.
- Ensuring all Reservations are checked as per the below timelines for accuracy prior to the guest's arrival (Dependent 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
- 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.
- 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 update the STO report
- Accountable for quoting and applying correct rates to agents and direct guests
- Creating a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one. Therefore, their interaction with Management and Employees is an example and needs to be a positive influence.
- Travelling required
- Valid Passport and/or Drivers Licence always required
- Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
- Complying with all vaccination requirements that may be applicable to the destination. Please note, that the Company may request for you to pay any excess towards travel such as Travel insurance due to the employee not being vaccinated.
- Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
