Job Description

Reservations Coordinator
(10203)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffyxe2x84xa2, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.

Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion

Job Summary

The purpose of the job is to assist in the day to day running of the department by coordinating the daily arrival report and correspondence according to procedures to ensure all arrangements are reconfirmed and communicated to all relevant departments.

Key Duties and Responsibilities

• 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 individual's 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 with regard to 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
• Process Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservations
• The telephone is answered within 3 rings according to the prescribed criteria and TSA call flow criteria
• All reservations are processed accurately and efficiently
• Different types of guests requirements are accommodated e.g. VIP's, disabled, elderly
• Communicating of any guest-related information to all relevant departments
• Guest expectations are exceeded in all areas
• 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
• Every call to be used as an opportunity to upsell
• Facilities, activities and special events are promoted
• To remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destination
• To ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guests
• Sales & Marketing activities are supported
• Ensure accuracy of all market segments with rate codes when making reservations when making reservations.
• Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround time
• Processing of all reservations from agents, tour operators, general public and sales
• Passing on accurate guest information to relevant departments
• Processing of all cancellations, revisions and information updates or changes
• On a daily basis to accurately input individual reservations in the PMS
• To respond to all reservations/inquiries within one-hour turnaround time
• Thorough knowledge of Frequent Flyer Products, services and administration e.g. Emirates program
• To accurately inform all individual and guest reservations of the hotel cancellation policy
• To utilize xe2x80x9cpreferencesxe2x80x9d, xe2x80x9ctraces xe2x80x9cand comments to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. transport, wine, cots, allergenic pillows etc.
• To ensure that all relevant administration is kept updated at all times
• To follow up on all no shows and to change accordingly.
• To follow up on late cancellations and charge accordingly
• To follow up on early departures and charge accordingly
• Query account transfers receive required authorization
• Check next day's arrivals according to standard operating procedures and look for any missing correspondence, reconfirm all arrangements and hand over to the Front desk
• Check and chase 2pm tentative reservations

Skills, Experience & Educational Requirements

• Computer literate including relevant software and experience in using a PMS system
• At least 1 year experience in a similar position
• Focus on detail which is a major requirement of the job
• To be able to work efficiently 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 company's 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 and perform advanced calculations

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.

Date Advertised: 10 November 2023

Closing Date: 17 November 2023

Kerzner International