Reservations Co-Ordinator at Sun International

Job Purpose

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

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

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
• Accommodation pricing structures
• Inventory Management (Rooms, conferencing & events)
• Rooms Product knowledge
• Reservations
• Proficient MS Office skills
• Working knowledge of Opera suite
• Selling skills
• Business unit facilities knowledge

Key Performance Areas

• 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
• 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
• 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