This is an exciting position in a busy reservations department, so we are looking for someone with a passion for customer service and excellent attention to detail.
The Cluster Reservations Agent is responsible for the management of the day to day operations.
You will report directly to Cluster Reservations Manager.
OPERATIONAL RESPONSIBILITIES 1.
To be fully familiar with your departmental SOPs and procedures and ensure that these are implemented consistently when on duty.
2. To respond to all enquiries in a welcoming and knowledgeable manner, demonstrating warmth, friendliness and genuine interest in the Guest, whether on the phone, via email, by letter etc. To establish and create a good rapport with all Guests/prospective Guests.
3. To establish and use Guest's names frequently throughout the conversation in order to ensure a truly personal guest experience is received.
4. To respond to all reservation enquiries with professionalism in order to maximise revenue sales, achieve budgeted occupancy levels and target room rates ensuring that all bookings receive a written confirmation of their reservation within 24 hours of initial enquiry.
5. To stimulate and achieve 'add on' sales through proactive up-selling, suggesting facilities and services to guests in order to achieve increased revenues.
6. To listen actively to all enquiries so to ensure that you are able to respond accurately without delay, ensuring that Guest needs are being fully met.
7. To ensure that all aspects of security, cash / credit card handling procedures are complied with in accordance with the hotel's cash handling policy.
8. To ensure that deposits are logged and processed accurately in accordance with the procedure and that any pre-payments and/or deposits are received in good time, taking corrective action if required.
9. To liaise with the Revenue Manager, and assistant Reservations Manager regarding the scope of manoeuvrability viable in terms of rates/closure dates in order to achieve budgeted targets.
10. To ensure all reservations including groups are correctly entered into the system with the correct rates, any special requests and billing details clearly logged.
11. To ensure that profiles including individual, company and travel agents are entered into the system and are updated regularly.
12. To respond to any Guest queries, concerns or complaints positively, bringing all matters to the attention of the Relevant Manager and Revenue Manager 13. To maintain effective communications with all departments, informing them (in advance) of any information which is particularly relevant to them and their operations.
14. To recognise regular and repeat business and ensure special requests are clearly noted for reception/management.
15. To welcome new members to the team - help them settle in quickly and effectively by helping and guiding them in a positive manner.
16. To carry out training with new team members, ensuring that they too adhere to the SOPS consistently, to guide, train and coach them as required.
Ideal candidate will possess: Relevant Hospitality experience in Front Office/Reservations.
A professional manner and a great attitude towards providing high levels of customer service