Description:
We are in search of a highly organized and customer-oriented individual to join our team as a Hotel Reservationist at the stunning Safari Hotel and Convention Centre, nestled at the base of the Rustenburg Kloof. The ideal candidate will efficiently manage all guest reservation inquiries, aiming to maximize room sales and ensure exceptional guest satisfaction.
Main Responsibilities:
Reservation Management:
- Receive and process reservation requests through telephone, email, or online reservation systems (OTA).
- Accurately input guest information, reservation details, and special requests into the hotel’s reservation system (Protel).
- Verify availability and provide precise information on room rates, promotions, and amenities.
- Utilize upselling techniques to enhance revenue by promoting additional services or room upgrades.
- Confirm reservations and promptly communicate changes or cancellations to guests.
Guest Relations:
- Provide outstanding customer service by promptly responding to guest inquiries and resolving any issues or complaints.
- Anticipate guest needs and personalize their stay by recommending local attractions, dining options, and entertainment.
- Maintain a professional and friendly attitude while assisting guests with inquiries.
- Collaborate with other hotel departments to ensure prompt and efficient fulfillment of guest requests.
- Adhere to hotel policies and procedures for a safe and comfortable environment, implementing and maintaining hotel standards.
Administrative Tasks:
- Maintain accurate records of reservations, cancellations, and no-shows.
- Track room inventories, ensuring maximum occupancy while minimizing overbooking situations.
- Prepare and distribute daily reports and statistics related to room occupancy, revenue, and forecast.
- Assist in managing and updating the online reservation system to ensure accurate display of rates and availability.
Requirements:
Education and Experience:
- Grade 12 or equivalent qualification.
- Previous experience in hotel reservations or guest services is required.
- Proficiency in hotel reservation systems and technology, such as Protel or Opera, is advantageous.
Skills and Abilities:
- Strong communication and interpersonal skills to interact effectively with guests and team members.
- Excellent organizational and multitasking abilities to handle multiple reservation requests in a fast-paced environment.
- Attention to detail, accurately entering and maintaining guest information.
- Problem-solving skills to resolve guest issues and complaints promptly.
- Ability to work well under pressure and remain calm during guest concerns.
- Flexibility to work shifts, weekends, and holidays as required in a 24/7 operation.
Customer Service Attitude:
- Demonstrates a friendly and welcoming demeanor towards all guests.
- Willingness to go above and beyond to meet guests’ expectations.
- Displays patience and empathy while dealing with challenging customer situations.
We offer competitive compensation, along with opportunities for career growth and development within our hotels. If you are passionate about providing exceptional service and ensuring memorable guest experiences, we invite you to apply for the position of Hotel Reservationist.
Duties & Responsibilities: Refer to the main description.
Desired Experience & Qualification: Refer to the main description.
