Objective
The individual will be responsible to receive and accurately process reservation bookings or general inquiries and to ensure an effective and courteous service at all times.
The individual will also work closely with the Strategic Reservations Manager to ensure continuity throughout the portfolio.
Main Responsibilities
Administration
Maintain the integrity and overall efficiency of the Proactive Reservations process and continually strive for improvement of said system.
Ensure all incoming emails and reservation messages are dealt with promptly and accurately, and within a 2-hour response time.
Answer all incoming emails on the same day of business.
Answer phone calls as promptly as possible in a courteous professional manner.
Input all reservations accurately into the PMS system.
Be fully conversant with all property rates, including rack, corporate, and contracted.
Help maximize room sales by upselling to a higher category.
Be responsible for the timely upkeep of the archives.
Ensure that all reservations are handled efficiently through effective office operating systems.
Ensure that all reservations records are filed accurately and can be retrieved promptly.
Have knowledge of the property's internal and external reservation systems (Third Party Website i.e., Booking.com, etc.).
Ensure that bookings for each day are checked prior to arrival for accuracy and confirmations (Checked 7-14 days in advance).
Ensure all reservations are tracked correctly for statistical purposes (Source codes, etc.).
Ensure guest profiles are used and utilized correctly.
Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service.
Have complete knowledge of all rooms, along with the property's facilities, as well as local area competitors.
Ensure all booking fields are correct:
Guest Nationality
Agent Information
VIP status used as required
Source Codes
Ensure each Reservation has the following booking notes:
ETA
Dietary Requirements
Contact information of the guest
Emergency or direct contact information
Activities are clearly stated.
Room configuration (e.g., TWIN bed, King Bed)
Arrival and Departure information
Special Occasions
Special requirements depending on property needs
Sales & Revenue
Ensure all commission invoices are correct and tracked accurately to avoid excess commission payments by close of each month.
Accurately prepare revenue reports as requested by the Reservation Department Manager.
Correctly log No shows and cancellations as per the property standard.
Ensure all Reservations have deposits/Full pre-payment which is in line with the property payment terms.
Identify & report to the Reservations Department Manager any potential risk factors that may impact revenue to PHS & or the Client.
Adhere to and fully understand all Terms and Conditions relating to the property.
Pass onto the sales department any possible leads which could develop into future business.
Analyze each property individually and identify & communicate any potential Sales needs to increase revenue to the Strategic Manager(s).
Utilize stay through and minimum stay parameters to maximize room revenue.
Use effective chase systems to maximize rooms revenue.
Minimize the number of unconfirmed reservations to maximize revenue.
Be constantly aware of all competitor developments and pricing and communicate accordingly to all appropriate departments.
Rates
Be fully conversant with all rates and offers for each property within the cluster.
Ensure all rates are correctly loaded onto the PMS system.
Ensure the correct STO rate is allocated to the correct agent.
Distribute in conjunction with The Travel Hat, STO rates to agents and update the STO report.
Accountable for quoting and applying correct rates to agents and direct guests.
Miscellaneous
Create a positive relationship with colleagues: They are part of the internal approach NOT to work in silos but one company bringing the departments as one. Therefore, their interaction with Management and Employees is an example and needs to be a positive influence.
Traveling required.
Valid Passport and/or Drivers Licence always required.
Maintain a professional and positive attitude in all dealings with clients either on the phone or in person.
Comply with all vaccination requirements that may be applicable to the destination. Please note, the Company may request for you to pay any excess towards travel such as Travel insurance due to the employee not being vaccinated.
Must have own transport, a valid passport, and be able to travel. You must live within a max 20km radius of the office. To be considered for this role, you must have the right to work in SA.
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