Hospitality Jobs at Newmark Hotels & Reserves

JOB SUMMARY

Reservationists are front line professionals who facilitate the promotion, sales and booking of the hotel's products and services. They must have excellent communication and customer service skills. They are responsible for ensuring a seamless reservations process from start to end.

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 judgement 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

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DUTIES & RESPONSIBILITES

• Ensure that all company policies, procedures & SOPs are adhered to
• Assists Front Office Manager in processing of the reception procedure using the appropriate systems and procedures as supplied
• Record, process & file all information relating to in-house guests
• Maintains the appearance of the Front Office Department with regards tidiness and the safekeeping of all correspondence, dockets & registration details
• Allocate rooms to arrivals in such a way as to facilitate good relationships between Reception and Housekeeping
• Receives Guests in a manner, which is polite, friendly & efficient
• Ensures that guests complete Registration Forms correctly & that the information completed is in accordance with the Reservation information systems requirements and that payments are guaranteed
• Liaise with hall porters to make sure that the guests’ luggage is moved from the lobby area to their room
• Ensures Front Office System is in accordance with Housekeeping Report
• Prints contingency report when requested
• Prints reports for use in Reception and for Hotel departments and ensures that they are circulated
• Adheres to the Company Credit Policy
• Completes End of Shift procedures in accordance with the company policy and procedures
• Maintain a smart, clean and tidy personal appearance at all times
• Prepares in advance for the arrival of groups
• Performs additional duties as & when requested

CORE COMPETENCIES

• Excellent command of English – both written & verbal
• Customer service
• Attention to Detail
• Good team player
• Act in good faith & in the best interest of the Company at all times
• Knowledge of Opera would be an advantage
• Ability to work shifts, weekends & public holidays

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Scope and purpose of job

To assist the Revenue Team with maximising revenue for all properties across the group, by following and improving upon standard revenue practises.

All relationships within the Group, including those with the Owners/Owner representatives, all external stakeholders must be maintained and the company’s name upheld at all times.

SKILLS & KNOWLEDGE REQUIRED

• 2 – 3 years’ experience in Reservations/Revenue Management
• Hospitality diploma/ equivalent preferable
• Ability to work in a pressured environment
• Willingness to work shifts when required
• Excellent communication skills
• Excellent attention to detail
• Excellent Planning and Organisational skills
• Computer Literacy: Opera, Word & Excel
• Previously worked on Opera PMS, with Configuration segment preferable.
• Strong guest centric approach
• Must have an eye for detail
• Must be able to work in a team or independently
• Previous experience with revenue reporting and online travel agents’ extranets
• Understands market segmentation and target markets
• Must have knowledge of forecasting and budgeting

DAILY DUTIES

• Review daily pick up and loss reports received from properties. Analyse and explain any abnormalities
• Review occupancy reports and able to suggest rate amendments for peak / valley periods
• Assist Sales, Group Reservations and Reservations with any rate enquiries/negotiations
• Build and maintain rates in Opera PMS
• Maintain hotel and OTA parity
• Assist Sales and Reservations with any rebate requests
• Check and respond to all emails
• Effectively manage any escalate queries that arise within or in relation to revenue management
• Complete any required reporting
• Work closely with the Sales Co-Ordinator to ensure all relevant information is being communicated across all departments and properties

WEEKLY DUTIES

• Prepare the weekly revenue and pickup report
• Prepare weekly strategy meeting report
• Attend and minute weekly strategy revenue meetings with property management and sales team
• Complete any required reporting
• Maintain and evaluate statistical information for tracking and decision-making purposes
• Review and analyse business forecast and any anomalies
• Review blocks holding and ensure tracking and wash is correct
• Run OTA audits on 2 properties/ week

MONTHLY DUTIES

• Complete any required reporting – Monthly Executive Summaries / OTA commissions
• Prepare monthly forecasts
• Ensure all reporting formats are updated and prepared for the coming month
• Review targets and performance of sales team and provide the team with feedback

ANNUAL DUTIES

• Take part in the annual budgeting process by preparing all budget documentation
• Take part in the annual rate contracting process ensuring rates are correct in Opera PMS

RESPONSIBILITIES

• Clear understanding of properties’ revenues on the books and able to provide any possible peak or valley periods
• Maintain competitor rate analysis, events diary and promotions for all properties
• Timeous reporting and follow up of any problems
• Work with the Group Revenue Manager and Commercial Director to ensure satisfactory room inventory, rate and compliance of rate codes

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SCOPE AND DUTIES OF ROLE

Maximize overall revenue and profit for all properties through development and implementation of effective inventory and pricing strategies based on future demand forecasts, current trends and historical data. Responsible, in conjunction with the Director of Revenue, for determining the optimal mix of business and managing distribution strategies on all channels to increase revenue and drive market share.

SKILLS & KNOWLEDGE REQUIRED

• 3 – 5 years’ experience in Revenue Management
• Hospitality diploma/ equivalent preferable
• Ability to work in a pressured environment
• Willingness to travel when required
• Excellent communication skills
• Excellent attention to detail
• Excellent Planning and Organisational skills
• Computer Literacy: Opera PMS, Channel Managers, Word & Excel
• Strong guest centric approach
• Must be able to work in a team or independently
• Previous experience with revenue reporting and online travel agents
• Must have knowledge of forecasting and budgeting
• Must have an eye for detail

DAILY DUTIES

• Review daily pick up and loss reports received from properties. Analyse and explain any abnormalities
• Assist Sales, Group Reservations and Reservations with any rate enquiries/negotiations
• Assist Sales and Reservations with any rebate requests
• Check and respond to all emails
• Effectively manage any escalated queries that arise within or in relation to revenue management
• Complete any required reporting
• Work closely with the Sales Co-Ordinator to ensure all relevant information is being communicated across all departments and properties

WEEKLY DUTIES

• Attend and run weekly revenue meetings
• Complete any required reporting
• Maintain and evaluate statistical information for tracking and decision-making purposes
• Review and analyse business forecast and any anomalies

MONTHLY DUTIUES

• Complete any required reporting – Monthly Executive Summaries
• Ensure all reporting formats are updated and prepared for the coming month
• Review targets and performance of sales team and provide the team with feedback

ANNUAL DUTIES

• Take part in the annual budgeting process

ADHOC DUTIUES

• Assist the pre-opening team with collating relative information on the new potential property and market
• Research the potential of new revenue technology

RESPONSIBILITIES

• Oversee the day-to-day running of the revenue department
• Liaise with the Director of Revenue, property management and sales team regarding any possible peak or valley periods
• Maintain and distribute BAR rates and BAR database
• Maintain competitor rate analysis, events diary and promotions for all properties
• Timeous reporting and follow up of any problems
• Work with the Group Reservations Manager to ensure satisfactory room inventory, rate and compliance of rate codes

go to method of application »

JOB SUMMARY

Reservationists are front line professionals who facilitate the promotion, sales and booking of the hotel's products and services. They must have excellent communication and customer service skills. They are responsible for ensuring a seamless reservations process from start to end.

Shift Times: 15:00-23:00

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 judgement 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