FIT Reservationist

Craven Cottage CC; Cape Town; On-site; ZAR 160,000 - 240,000; Full time

Job summary

Craven Cottage CC in Cape Town is looking for an experienced individual to manage reservations and enhance guest satisfaction. The role involves ensuring accurate capturing of reservations and establishing effective relationships with guests.

The ideal candidate has a diploma from a reputable hotel school and at least 3 years of relevant experience in the hospitality industry. Strong communication skills and attention to detail are essential, as well as proficiency in Opera and MS Office. The position offers the opportunity to contribute to enhancing guest service standards and maximizing revenue.

Qualifications

• At least 3+ years of experience in reservations, front desk, or customer service within the hospitality industry preferred.
• Front Office background preferred.
• Should be fluent in English. Additional language advantageous.

Responsibilities

• Ensure accurate & detailed capturing of reservations.
• Maximise revenue & ensure guest satisfaction.
• Reviewing, monitoring and revising guest service standards.

Skills

Excellent verbal and written communication skills

Strong organizational and time management abilities

High level of attention to detail

Multilingual abilities

Education

Diploma / Degree from a reputable hotel school

Tools

Opera

MS Office

Job description

Duties:

• Ensure accurate & detailed capturing of reservations
• Maximise revenue & ensure guest satisfaction
• Reviewing, monitoring and revising guest service standards, thereby enhancing guest satisfaction.
• Assist & maintain an efficient administration system within the department.
• Maintain client database with segmentation.
• Ensure that an efficient and accurate filing system, both manual and electronic, is constantly updated.
• Ensure that standard correspondence formats for various stages of reservations is completed and maintained.
• Continuously seek ways to maximise revenues and profits by up‑selling other facilities and services.
• Establish rapport with guests maintaining effective customer relationships and handle guest enquiries, requests either personally or over the phone.
• Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalates them to the manager.
• Answer reservations calls in a pleasant and courteous manner.
• Check the availability of the room / type of room and confirm the reservation.
• Actively up‑sell the higher category rooms.
• Ensure and encourage guests to complete all areas and details on the advance reservation form.
• Sort out and attach all correspondence with the respective advance reservation forms.
• Preparing and ensuring all bookings are accurate and in line with SOP’s.
• Inform other departments and follow up with regard to special instructions / facilities.
• Assist in implementing the TBEM processes.

Requirements:

• Diploma / Degree from a reputable hotel school
• At least 3+ years of experience in reservations, front desk, or customer service within the hospitality industry preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• High level of attention to detail.
• Ability to remain calm and courteous under pressure.
• Multilingual abilities are a plus.
• Front Office background preferred
• Previous junior sales or front of house experience
• Should be fluent in English. Additional language advantageous
• IT Knowledge: Opera & MS Office