Job Number 24159782Job Category ReservationsLocation Protea Hotel Cape Town Waterfront Breakwater Lodge, Portswood Road, Cape Town, South AfricaSchedule Full-TimePosition Type Non-ManagementPOSITION SUMMARYOversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Guest Relations Address guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests. Anticipate guests' service needs, including asking questions of guests to better understand their needs. Assist other employees to ensure proper coverage and prompt guest service. Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Reservation Services Verify all reservation information with callers to ensure accuracy. Accommodate and document special requests in an accurate and efficient manner. Assign confirmation/cancellation numbers and clearly relay this information to callers. Determine the most appropriate room type to meet guest requirements and maximize room rate. Explain guarantee and cancellation policies to callers. Use sales techniques when assisting guests in making reservations. Answer guest questions about property facilities/services. Describe room accommodations and benefit feature sale amenities to guests. Identify guest reservation needs by asking open-ended questions. Follow "up selling" techniques and sales strategies in order to maximize property revenue. EducationHigh school diploma/G.E.D. equivalentRelated Work ExperienceAt least 1 year of related work experienceSupervisory ExperienceNo supervisory experience requiredMarriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
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