Job Description

Hotel Reservationist Must be able & willing to work weekends & public holidays. Day shifts. Every 2nd weekend off. Purpose of the Role & Reporting Line As a member of the Reservations Team you need to ensure that we match the guestxe2x80x99s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. You are responsible for maintaining relationships with your agents, and direct guests to affect repeat business as well as to ensure that the hotel is managing its inventory effectively by not letting clients hold rooms indefinitely. Communicating guestsxe2x80x99 needs internally is key and needs to be accurate and efficiently conveyed to all departments using the hotel systems in place. Key Performance Aread: Duties & Responsibilities General

• Inspire guests with an attitude of personal attention to their requests
• A commitment to a sense of urgency, immediacy and total responsiveness
• Anticipate guest needs and address them in a refreshing manner
• Demonstrate commitment to uncompromising standards of excellence
• Have superior knowledge of Cape Town and surrounds
• Approach each guest in a confident and welcoming manner
• Work as a team with all other Departments in their endeavor to delight the guest
• Demonstrate a willingness to xe2x80x9cgo the extra milexe2x80x9d to exceed guest expectations
• Show respect for guests security and privacy at all times
• Dissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individualxe2x80x99s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are taken
• To understand the basic business imperative and operational standards regarding the establishment
• To adhere to agreed systems and procedures
• Represent the establishment in a positive manner at all times
• To complete all given tasks in a timely manner and to adhere to operational hours as needed

• Ensure all reservations are processed accurately and efficiently and ensure that guests expectations are managed and exceeded
• The telephone is answered within 3 rings according to the prescribed criteria.
• All reservations are processed accurately and efficiently
• Different types of guestsxe2x80x99 requirements are accommodated e.g. VIPxe2x80x99s, disabled, elderly
• Communicating of any guest-related information to all relevant departments
• All relevant details are recorded accurately e.g. payment details.
• Appropriate recommendations, options and alternatives are communicated to the guest
• Confidentiality of information is maintained at all times
• Special Requests are communicated to relevant Departments

• Restaurant and special events are promoted.
• To remain fully informed at all times regarding the facilities that the property has to offer and Cape Town as a destination.
• To ensure you remain aware at all times of what packages/promotions are on offer and which rates to sell at and communicate specials and promotions to guests.

• Ensure accuracy of all market segments with rate codes when making reservations.
• Processing & responding to all reservations/ inquiries by telephone, E-mail, Channel manager & Third-party websites xe2x80x93 4-hour turnaround time
• Processing of all reservations from agents, tour operators, general public and sales
• Ensure all Guest details are captured accurately xe2x80x93 Name, Surname, Contact information, Travel dates, Payment method, Address, Preferences etc.
• Passing on accurate guest information to relevant departments
• Processing of all cancellations, revisions and information updates or changes
• On a daily basis, accurately input individual & group reservations in the PMS
• To accurately inform all guests/agents of the hotel cancellation policy when processing reservations
• To utilize comments & profile notes to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. wine, cots, children ages pillow preference etc.
• To ensure that all relevant administration is kept updated at all times
• To follow up on all no shows and to charge accordingly.
• To follow up on late cancellations and charge accordingly
• To follow up on early departures and charge accordingly
• To follow up on outstanding payments and Optional bookings on a daily basis as per policy
• Ensure payments are allocated to reservations daily as received.
• Any additional reporting requirements are completed timeously.

• All colleagues are dealt with in a polite and helpful manner at all times.
• Contribute to teamwork which positively impacts on Guest Service
• Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict.
• Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from manager when necessary.
• Instructions from management are treated constructively and acted upon
• All health, safety & security procedures implemented to ensure safety of guests and colleagues.
• Grooming and uniform wear conform to standards and requirements.
• Proactively participates in own development.

• Computer literate including relevant software and experience in using a PMS system.
• Prefer 2-year experience in a similar position.
• Focus on detail which is a major requirement of the job.
• To be able to work efficiently, accurately and quickly in a fast-paced environment.
• Be able to prioritize as this position has multiple projects going simultaneously.
• Very socially focused, requires xe2x80x9chow can I help you?xe2x80x9d attitude.
• To be able to build and maintain relationships.
• Adherence to procedures and guidelines is important.
• Effective Communicator, open-flowing communication is important.
• Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management, and customers.
• Persuasive selling style to communicate the companyxe2x80x99s services & facilities, policies and terms and conditions.
• To be able to work with and for others in a helping role.
• To be able to lead by example, to be able to assist when required.
• Task driven to ensure proper results.
• Work accurately with figures

• TBC xe2x80x93 aligned to 5-year plan and strategy