Cluster Reservations Groups Conference Events & Accommodation at Hyatt Regency

Key duties but not limited to:

• Processing Reservations for hotels within the Hyatt SA Cluster with objective to achieve revenue budgets.
• Managing all aspects of rate proposals and confirmations, respond to emails within a 4-hour turnaround time.
• Maintain accurate records with regards to guest' booking, payments, and any additional information that the hotel team members might need when interacting with a guest.
• answer reservation calls in a pleasant and courteous manner in accordance with the required standards.
• Familiarise yourself with and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Up-selling by informing guests of Food and Beverage specials, accommodation special packages, or upsell to hight room categories.
• Assist & maintain an efficient administration system within the department working closely with the Cluster Reservation Manager.
• Ensure all quotations are followed up on in a timeously manner to ensure maximum revenue.
• You will also be required to manage group bookings per operating standards.
• Actively endeavour to resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
• Inform other departments and follow up with regards to special instructions/facilities.
• Establish and quote rates within the limits of the authorised rates negotiation procedure.
• Prepare the arrivals lists for all hotels daily.
• Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with the necessary departments.
• Report any rate, system discrepancy to the Reservations Manager and all overbookings.
• Escalate all complaints.
• Ensure optimal utilisation of Reservations Systems and Maintain knowledge on all room types and its availability across all properties.
• Effective management of Reservations Made Yesterday, Reservations made on and by reports to guarantee all online reservations.
• Issuing of confirmations, pro forma invoices and credit card payment links. 
• Following up on pre-payments, ensure all deposite are accurately posted against each booking.
• Ensure data integrity and accuracy.
• Ensure that all reservations (telephonic, Email and online) are processed correctly and as per standard.
• Ensure reservations vouchers have been received, recorded and systems are updated accordingly and accurately.
• Attend training when required, including Hyatt Compliance training.
• Manager the OTA extrant/s, mark all no shows and cancellations, respond to guest messages.
• Perform all duties per the required standard operating procedures,
• Comply with Hyatt procedures and maintain confidentially of guest information.
• Suitability attired for work at all times.

Qualifications

Skills and Qualifications required:

• Self-starter, quality focused and drive.
• Ability to work public holidays and Saturdays.
• Excellent attention to detail, proven administration and organisational skills.
• Exceptional time management, communication skills, and customer service.
• Communication skills, written and verbal.
• Energetic and positive, professional attitude.
• Adaptability and flexibility.
• Opera experience is essential.
• Previous Hotel Reservations experience is required, both Groups and Transient Reservations, Events and Conferencing.
• Ability to work in a fast-paced environment which requires multitasking and problem solving.
• At least, 3 year's Reservations experience.