Jobs at Dream Hotels & Resorts

Job Overview:

• The Reservationist role at Piekenierskloof Mountain Resort is a vital position that contributes to the hotel's overall success by managing reservations efficiently and providing exceptional customer service to guests. As the first point of contact for guests, the Reservationist plays a crucial role in creating a positive first impression and ensuring guest satisfaction throughout their stay. The role requires a combination of excellent customer service, organisational skills, and attention to detail to maximise revenue opportunities for the hotel.

Key Responsibilities:

• Reservation Handling: Manage incoming reservation inquiries via phone, email, and online platforms. Assist guests in making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities. Monitor room availability and update the reservation system accordingly.
• Customer Service: Provide personalised assistance to guests, addressing their queries and concerns promptly and professionally. Offer recommendations and suggestions to guests regarding room selections, packages, and special requests. Handle guest complaints or issues effectively, escalating to management when necessary.
• Administrative Duties: Maintain accurate records of reservations, cancellations, and modifications. Prepare and distribute daily reports related to reservations, occupancy rates, and room availability. Coordinate with other hotel departments, such as housekeeping and front desk, to ensure seamless guest experiences.
• Sales and Upselling: Promote hotel services, packages, and special offers to guests during reservation inquiries. Upsell room upgrades, additional services, and amenities to enhance the guest experience and maximise revenue.
• Communication and Coordination: Communicate effectively with guests, colleagues, and other departments to ensure smooth operations. Collaborate with the sales and marketing team to implement promotional strategies and achieve revenue targets. Relay special requests or preferences from guests to relevant departments to ensure guest satisfaction.

Qualifications, Experience, & Skills:

• Education: A high school diploma or equivalent qualification is required. Additional training or certification in hospitality management or a related field is a plus.
• Previous experience in a customer service, sales, or hospitality role is preferred.
• Proficiency in using reservation management systems and software.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy in data entry.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.

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Position Overview:

• As a Concierge Executive with an international focus, you will play a critical role in delivering seamless and efficient service to our esteemed members. Your primary responsibility will be managing both local and international reservations, ensuring accurate and timely processing on our DVC8 system. You will also handle international flights bookings, manage cancellations in accordance with our scheme rules, and maintain up-to-date records of all transactions.

Reservations Management:

• Accurately record local and international reservations on the DVC8 system.
• Process and approve payments when applicable.
• Handle cancellations in accordance with our scheme rules.
• Ensure system notes related to reservations are accurate and up-to-date.
• Reflect correct booking codes on the system.

International Booking:

• Book international flights for members using Amadeus.
• Ensure international inventory is loaded and up-to-date on the system.
• Present payments for authorisation only after confirming that the member has an adequate points balance to cover the required reservation.
• Scan all reservation-related correspondence to member accounts.
• Maintain up-to-date records of international associate member transactions and reconcile exchange partner accounts.

Member Relations:

• Develop and maintain professional relationships with all departments, exchange partners, agents, and members.
• Ensure satisfaction and retention of demanding members.
• Resolve disputes to ensure member satisfaction, including facilitating disputes between members and resorts.
• Address general queries within 24 hours.
• Effectively conclude face-to-face meetings with members.

Operational Support:

• Ensure acceptable levels of service as part of the greater Member Services Concierge team, in alignment with the club's operational key results.
• Conduct courtesy calls as directed by the manager.
• Assist with inbound and outbound calls beyond international reservation queries as operational requirements demand.
• Maintain an up-to-date local and international waitlist and provide members with feedback on listed requests.

Experience:

• Diploma in Travel and Tourism.
• Amadeus Certificate is a must.
• 3-5 years of experience using Amadeus.
• Reservations Management: Proven experience in managing local and international reservations within a hospitality or timeshare environment.
• Customer Service: Extensive experience in customer service and managing high-profile, demanding clients.
• Dispute Resolution: Experience in resolving customer disputes and maintaining high levels of member satisfaction.
• Operational Management: Experience in a role that requires balancing operational demands with customer service excellence.