Reservations Consultant at MORE Family Collection

KEY FOCUS AREAS 

• Handle daily telephonic and email correspondence in a professional manner and according to the MFC protocol and turnaround time. 
• Follow up on provisional reservations, process cancellations and amendments according to MFC protocol. 
• Maintain reservation records in the MFC reservations system, monitoring arrivals and overbookings. 
• Ensure proper booking information is recorded and efficiently communicated for each reservation according to the properties’ requirements.  
• Maintain a professional, service orientated presence with Online Travel Agents. 
• Assist with general enquiries from guests to the website. 
• Book third party services relevant to bookings, including transport and activities. 
• Receive timeous payment for non-account holder reservations and advise Finance of the payments received. 
• Resolve any guest complaints timeously. 
• Maintain a wealth of knowledge on our properties, including room types, locations, layouts, rates and packages available, STO contracts and special arrangements. 
• Proactively contribute towards team meetings, providing regular feedback. 
• Keep abreast with new experiences, developing tools & technologies, particularly within our competitor set. 
• Any other ad hoc tasks or trips as required by manager. 
• Be the MFC brand ambassador in your dealings, living the MFC Purpose & Values. 
• Maintain and support good relations within the surrounding communities. 
• Back up duties for the Groups Reservations Consultant when on leave.

REQUIREMENTS – QUALIFICATIONS AND SKILLS 

• Grade 12 (essential). 
• Excellent grasp of the English language & communication skills (essential). 
• MS Office Suite proficient & knowledge of Sothern Africa travel (essential). 
• 2 – 3 years’ experience as a Reservations Consultant or similar role (essential). 
• Degree/Diploma in Tourism/Hospitality (advantageous). 
• Guest focus philosophy, living the MORE brand and driving the MORE experience. 
• Excellent communication skills (written and verbal), practicing honest communication. 
• Team player with positive attitude, enthusiasm, and emotional control. 
• Excellent time management and self-discipline, interpersonal & problem-solving skills. 
• Excellent attention to detail with excellent hygiene principles. 
• Proactive, use initiative and creative flair when required. 
• Committed and loyal, adaptable, and flexible. 
• Must work accurately under pressure. 
• People skills – tolerance, patience, and care.