Central Reservation Agent - Premium Backpackers - Cape Town

Reservation Management: Handle incoming reservation inquiries via phone, email, and online booking platforms. Process reservations accurately and promptly following company policies and procedures. Maintain up-to-date knowledge of room availability, rates, and promotional offers across all hostel locations. Handle group bookings and group itineraries, confirming the activity with the suppliers and ensuring a smooth experience.Customer Service: Provide excellent customer service to guests by addressing inquiries, resolving issues, and assisting with special requests. Communicate effectively with guests to confirm reservations, provide booking confirmations, and offer assistance with travel arrangements.Sales and Revenue Optimization: Upsell additional services, amenities, and room upgrades to maximize revenue and enhance the guest experience. Monitor booking trends and implement strategies to optimize room occupancy and revenue generation. Offer experiences when applicable.Collaboration and Coordination: Liaise with hostel managers and front desk staff to ensure accurate reservation information and efficient guest check-in processes. Coordinate with housekeeping and maintenance teams to manage room inventory and ensure rooms are ready for guest arrivals.Data Management and Reporting: Maintain accurate records of reservations, guest information, and payment details in the reservation system. Generate reports on reservation statistics, occupancy rates, and revenue performance for management review and decision-making.Quality Assurance: Conduct regular audits of reservation data to identify discrepancies and ensure data integrity. Monitor guest feedback and satisfaction scores to identify areas for improvement and implement corrective actions as needed.Minimum Qualifications: Previous experience in reservations, customer service, or hospitality industry preferred. Excellent communication skills, both verbal and written, with fluency in English. Proficiency in additional languages is a plus. Strong attention to detail and accuracy in processing reservations and managing guest information. Ability to multitask and work efficiently in a fast-paced environment, prioritizing tasks to meet deadlines and customer needs. Familiarity with reservation systems and computer applications, including MS Office Suite and property management systems (PMS). Positive attitude, teamwork mentality, and commitment to delivering outstanding service to guests. Flexibility to work shifts, including evenings, weekends, and holidays, as required in a 24/7 operation. Between 3 - 5 Years
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