Reservationist (Cape Town) at Sun International

Job Purpose

• The Reservationsist is responsible to coordinate and capture all reservations received through the contact centre, in line with Company procedures and service standards.

Key Performance Areas

Reservation Bookings

• Answer calls received by business unit reservations
• Greets clients in a friendly way and treats them with respect at all times
• Elicit information for mandatory fields
• Convert calls to bookings / reservations
• Upsell bookings to achieve best available rates on all booking requests
• Compile and communicate confirmation letters to clients, as per their booking requirements
• Provides accurate information (including promotion information, functions, facilities, etc) to guests
• Interacts with the guest and provides service to resolve their individual queries
• Complete handover reports and files
• Send booking confirmation letters to clients and operations team

Accommodation System Data Integrity (Rooming Lists)

• Capture information needed to complete the reservation in the system accurately and efficiently
• Input and amend rooming lists in the system
• Upload and input market codes, source codes, nationalities and rates correctly into the system.
• Route and capture special requests on system bookings.
• Balance blocks after the rooming lists have been captured in the system
• Follow up on all outstanding rooming lists and payments
• Send System generated rooming lists to the Clients / Operations Team
• Pull reports from PMS and ORS – including arrivals, stats, rooming lists

Customer Engagement

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, ensuring respect at all times
• Interact with guests and provide professional service standards and relevant solutions
• Identifies customers and understand their preferences
• Educate customers on business unit facilities, products and current promotions
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary

Requirements

Education

• Grade 12
• 3-Year Hotel School Diploma is an advantage

Experience

• 2-3 Years’ experience in the hospitality or service industry in a front office ; reservations or call centre environment
• Work conditions and special requirements
• Ability to work shifts that meet operational requirements

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Team co-operation
• Dealing with Customers
• Following Instructions
• Attention to detail
• Checking (accuracy in the handling and recording of transactions)
• Emotional resilience