Reservations Coordinator

Reservations Coordinator (13724)


At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests' stay to bring their dreams and desires to life. With an atmosphere that's chic but wonderfully unstuffy, and a team who are meticulous but warm, we seek to exceed our guests' expectations at every possible turn.


Set in the vibrant heart of Cape Town's waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest's every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it's our passion.


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.
Understand the basic business imperative and operational standards with regard to the establishment.
Adhere to agreed systems and procedures.
Represent the establishment in a positive manner at all times.
Complete all given tasks in a timely manner and adhere to operational hours as needed.


Customer Service:


Process incoming and outgoing telephone calls, communicate verbally, provide customer information, receive and process reservations.
The telephone is answered within 3 rings according to the prescribed criteria.
All reservations are processed accurately and efficiently.
Different types of guests' requirements are accommodated (e.g., VIPs, disabled, elderly).
Communicate any guest-related information to all relevant departments.
Exceed guest expectations in all areas.
Record all relevant details accurately (e.g., payment details).
Communicate appropriate recommendations, options, and alternatives to the guest.
Maintain confidentiality of information at all times.
Communicate special requests to relevant departments.


Financial - Selling hotel facilities to maximize revenue:


Use every call as an opportunity to upsell.
Promote facilities, activities, and special events.
Remain fully informed at all times regarding the facilities that the hotel has to offer.
Stay aware of current packages and communicate specials and promotions to guests.
Support Sales & Marketing activities.


Administration:


Ensure accuracy of all market segments with rate codes when making reservations.
Process all reservations by mail, telephone, E-mail, GDS, and third-party websites with a one-hour turnaround time.
Process all reservations from agents, tour operators, general public, and sales.
Pass on accurate guest information to relevant departments.
Process all cancellations, revisions, and information updates or changes.
Accurately input individual reservations in the PMS daily.
Respond to all reservations/inquiries within one-hour turnaround time.
Thorough knowledge of Frequent Flyer Products and services.
Inform all individual and guest reservations of the hotel cancellation policy accurately.
Utilize preferences and comments to keep relevant departments updated with guest preferences.
Keep all relevant administration updated at all times.
Follow up on all no-shows and change accordingly.
Follow up on late cancellations and charge accordingly.
Follow up on early departures and charge accordingly.
Receive required authorization for account transfers.
Check next day's arrivals according to standard operating procedures.
Check and chase 2pm tentative reservations.


Working Environment & Interpersonal Skills:


Deal with all colleagues in a polite and helpful manner at all times.
Contribute to teamwork that positively impacts Guest Service.
Accurately communicate essential information required by the organization.
Keep management informed about activities, progress, and results.
Treat instructions from management constructively and act upon them.
Implement all health, safety & security procedures to ensure safety of guests and colleagues.
Conform to grooming and uniform wear standards.
Proactively participate in own development.


Mystery Call Program:


Assist the Reservations Manager in providing a written report detailing both explanations and remedial actions if the department scores under 90% in the mystery guest audit program.
Abide by the mystery call standards and hotel-specific criteria 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.
Ability to work efficiently and quickly in a fast-paced environment.
Ability to prioritize as this position has multiple projects going simultaneously.
Very socially-focused, requires a "how can I help you?" attitude.
Ability 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.
Persuasive selling style to communicate the company's services & facilities, policies, and terms and conditions.
Ability to work with and for others in a helping role.
Task-driven to ensure proper results.
Work accurately with figures and perform advanced calculations.
Reservations office hours - 07:00 - 23:00.
Ability to work on public holidays and weekends.


Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.


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