Reservationist at Newmark Hotels

DUTIES & RESPONSIBILITIES

• Making reservations for the Hotel and preparing rate proposals.
• Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest.
• Answer reservations calls in a pleasant and courteous manner, in accordance with the required standards.
• Up-selling, when appropriate, by informing guests of special packages, or higher room category.
• Assist & maintain an efficient administration system within the department.
• Ensure all quotations are followed up on in a timeously manner to ensure maximum revenue.
• You may be required to manage room blocks and all sizes of group bookings.
• Actively endeavor to seek and resolve guest complaints, where possible, exercise judgment 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 authorized rates negotiation procedure.
• Familiarize yourself and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
• Assist with the booking of transfers, and other outlet requests and reservations such as dinners by communicating with necessary departments.
• Report any rate, system discrepancy to the Reservations Manager and all overbookings.
• Escalate all complaints.
• Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
• Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.
• Ensure accurate and detailed capturing of bookings.
• Manage any guest feedback to necessary department.
• Check and respond to all emails within required time policy.
• Ensure that all reservations (telephonic, e-mail and online) are processed correctly and as per standard.
• Ensure reservations vouchers have been recorded and allocated correctly.
• Attend training when required.
• Manage the OTA extranet.
• Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
• Suitably attired for work at all times.

COMPETENCIES

• Strong Opera Skills
• Microsoft Office Skills
• High communication skills, verbal and written
• OTA – responses
• Attention to Detail