Reservations Agent wanted immediately: Salary R4 000 to R4 500 per month

Paulpietersburg, KwaZulu-Natal
R4 000 – R4 500 a month

Purpose of Position

The reservationist processes all reservation requests, changes and cancellations received by phone, email or third-party systems and OTAs, and provides attentive, courteous and efficient customer service at all times. The reservationist maintains a thorough knowledge of all Gooderson Leisure hotels and resorts, products, and services, as well as awareness of other roles and responsibilities throughout the organization.

In addition to maintaining our vision by adhering to our values, this position must provide the highest level of service to our guests in all reservations related functions while maximizing rate and occupancy.

Principal Duties and Responsibilities

Answer incoming calls within 3 rings and assist with reservation availability and inquiries
Explain resort product, services and other information about the resort as requested
Remain up-to-date and familiar with procedures, activities at all Gooderson Leisure hotels and resorts, local attractions, current events, directions and other information on the local area in order to provide accurate information to registering guests and visitors
Explain deposit policy
Ensure all reservation request are processed into the booking system with a cell phone number, email address, full first name and surname.
Accommodate and document special requests.
Allocation on room numbers to guest daily
All provisional confirmations to be sent to guests for required payments with booking and cancellation policy in body of email.
Monitor reservations requested by fax, telephonically and email
Submitting Quotes, Rates & Proforma Invoices
Daily receipting of credit card, EFT& cash payments
Reconcile banking on a daily basis. Ensure that credit card, EFT and cash payments total correctly for that day. Attach speed point print out to your reconciled banking
Daily processing on Booking.com credit cards to confirm all bookings, input last four digits of credit card under memo on apex booking as [Credit Card **0000] Send confirmations of payments received via Credit Card and EFT
Mark credit cards on Booking.com as invalid should they decline, note booking and cancel within 24 hours
Respond to all booking.com messages on the extranet and action on a daily basis
Check daily arrivals to ensure all bookings are correct
Ensure that vouchers/payments, rates and billing instructions are correct and attached on bookings before client arrives with notes on memo.
Ensure that all deposits are collected within the required time frame in line with the company policy
All non-guaranteed bookings to be cancelled once deposit has been requested and failed to be paid within allotted time frame
Ensure that group room blocks are released to general inventory after group cut-off date or cancellation as per group contract
Rooming lists are entered onto the system correctly one month prior to arrival
Review no-show report and advise front office of cancellation fee
Processing of refunds and commission claims within 24 hours.
Rates are built in correctly on apex system
Assist guests with issues and complaints, with empathy and a focus on guest satisfaction. Use supervisor support when necessary.
Compiling of telephonic and email stats on a daily basis
Respond to all emails on the day of receiving them and before the workday is up.

Knowledge, Skills, and Abilities

Perform work well with accuracy, speed and attention to detail.
Clear and thorough communication skills.
Excellent problem-solving skills.
Can work on own as well as part of a team.
Able to work well in stressful, high pressure situations.
Ability to maintain confidentiality of guest information.
Ability to follow directions thoroughly and work with minimal supervision.
Ability to comprehend and use computerized reservation system.
Available for flexible scheduling to meet the needs of the department; willing and able to work evenings, weekends and holidays where required.
Able to integrate complex information, data, etc. from different sources and consider, adjust or modify to meet the constraints of particular needs.

Key competencies

Key competencies include listening and communication, organizing data and information, attention to detail, integrity, honesty, customer focus, problem-solving, reliability, adaptability, and efficiency. Adhering to our core values includes being guest-centric, teamwork, respect, pro-active, accountable, learning and sustainable.

Must be Computer literate (Ms Word,Excel and Outlook)
Matric (Compulsory)
Tertiary qualification (preferably)
Shows initiative as well as innovation
Prepared to go the extra mile to deliver exceptional guest experience
Embraces challenge and demonstrates self – discipline and a willingness to learn
*

Specialist competencies

Proficient on Apex (an advantage)
At least 2 years’ experience in a similar position

Job Type: Full-time

Salary: R4,000.00 to R4,500.00 /month

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Source: Indeed