Hotel Reservationist - Rustenburg at Orion Security

Main Responsibilities:

Reservation Management:

• Receive and process reservation requests via telephone, email, or through an online reservation system (OTA).
• Accurately input guest information, reservation details, and special requests into the hotel's reservation system (Protel).
• Verify availability and provide accurate information regarding room rates, promotions, and amenities.
• Utilize upselling techniques to increase revenue by promoting additional services or room upgrades.
• Confirm reservations and immediately communicate any changes or cancellations to guests.

Guest Relations:

• Provide exceptional customer service by promptly responding to guest inquiries and resolving any issues or complaints.
• Anticipate guest needs and personalize their stay by making recommendations on local attractions, dining options, and entertainment.
• Maintain a professional and friendly attitude at all times while assisting guests with their inquiries.
• Collaborate with other hotel departments to ensure guest requests are met promptly and efficiently.
• Follow hotel policies and procedures to uphold a safe and comfortable environment for guests and ensure that hotel standards are implemented and maintained.

 Administrative Tasks:

• Maintain accurate records of all reservations, cancellations, and no-shows.
• Keep track of room inventories, ensuring that maximum occupancy is achieved while minimizing overbooking situations.
• Prepare and distribute daily reports and statistics related to room occupancy, revenue, and forecast.
• Assist with managing and updating the online reservation system, ensuring rates and availability are correctly displayed.

Requirements:

Education and Experience:

• Grade 12 or equivalent qualification.
• Previous experience in hotel reservations or guest services required.
• Proficiency in using hotel reservation systems and technology, such as Protel or Opera, is advantageous.

Skills and Abilities:

• Strong communication and interpersonal skills to effectively interact with guests and team members.
• Excellent organizational and multitasking abilities to handle multiple reservation requests in a fast-paced environment.
• Strong attention to detail with the ability to accurately enter and maintain guest information.
• Problem-solving skills to resolve guest issues and complaints in a timely manner.
• Ability to work well under pressure and remain calm during guest concerns.
• Flexibility to work shifts, weekends, and holidays as required in a 24/7 operation.

 Customer Service Attitude:

• Demonstrates a friendly and welcoming demeanor towards all guests.
• Shows willingness to go above and beyond to meet guests' expectations.
• Displays patience and empathy while dealing with challenging customer situations.