A leading global developer and operator of destination resorts, ultra-luxury hotels and residences, innovative entertainment and gaming experiences, and immersive lifestyle destinations, we operate four distinctive brands – Atlantis Resorts and Residences, One&Only Resorts, Mazagan Beach & Golf Resort and SIRO Hotels.
People are at the heart of everythi...
Will Perform relevant duties of the Late shift Reservations Agent
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 “go the extra mile” 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 “preferences”, “traces “and 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
All colleagues are dealt with in a polite and helpful manner at all times
Contribute to team work which positively impacts on Guest Service
Essential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflict
Management is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary
Adhere for Forbes and LQA standards
Instructions from management are treated constructively and acted upon
All health, safety & security procedures implemented to ensure safety of guests and colleagues
Grooming and uniform wear conform to standards and requirements
Proactively participates in own development
The Hotel operates a quality assurance “mystery Guest” audit program every month.
The passing mark is 90% for the Reservations Department.
When the department has scored under 90%, to assist the Reservations Manager in providing a written report detailing both explanations and remedial actions being implemented to improve performance.
To abide by the Mystery call standards and Hotel specific criteria: in order to secure a minimum General Score of 90% for the Department.
Skills, Experience & Educational Requirements
Computer literate including relevant software and experience in using a PMS system
At least 2 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 “how can I help you?” 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
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