Central Reservationist - DURBANVILLE

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 Booking.com 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