Reservations Coordinator at One&Only Resorts

Job Summary

• The purpose of the job is to assist in the day to day running of the department by coordinating the daily arrival report and correspondence according to procedures to ensure all arrangements are reconfirmed and communicated to all relevant departments. As a member of the Reservations Team ensure we match the guest’s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. To receive and process reservations in a professional and efficient manner and to provide accurate commentary to all other departments.

Key Duties And Responsibilities
The requirements of this key result area will have been satisfactorily performed when:-
General

• 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

Customer Service

• 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

Financial - Selling hotel facilities in order to maximize revenue:

• 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

Administration

• 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
• Query account transfers receive required authorization
• Check next day’s arrivals according to standard operating procedures and look for any missing correspondence, reconfirm all arrangements and hand over to the Front desk
• Check and chase 2pm tentative reservations

Working Environment & Interpersonal Skills

• 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
• 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

Mystery Call Program

• 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 years 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