Reservationist

HR Genie; Johannesburg; On-site; ZAR 150,000 - 200,000; Full time

Job summary

A luxurious boutique hotel in Johannesburg is seeking a Reservationist to join its dynamic team. The role involves managing reservations, providing exceptional customer service, and maintaining accurate records. Ideal candidates should have customer service experience and excellent communication skills. A high school diploma is required, with a preference for hospitality training. This is an opportunity to thrive in a fast-paced environment focused on guest satisfaction.

Qualifications

• Previous experience in a customer service or hospitality role preferred.
• Flexibility to work shifts including weekends and holidays.

Responsibilities

• Manage incoming reservation inquiries via phone, email, and online platforms.
• Provide personalised assistance to guests by addressing their queries promptly.
• Maintain accurate records of reservations and cancellations.
• Promote hotel services, packages, and special offers during inquiries.
• Communicate effectively with guests and colleagues to ensure smooth operations.

Skills

Customer service

Sales skills

Attention to detail

Proficiency in reservation systems

Excellent communication

Education

High school diploma or equivalent

Job description

Company Overview

10 2nd Avenue Houghton Estate is a part of Dream Hotels & Resorts, a mixed-use accommodation group dedicated to creating memorable travel experiences that connect people for a brighter future. Our mission is to deliver exceptional hospitality solutions in Africa that connect local and global travellers to our communities in a sustainable and relevant manner. We are guided by our 8 core values of reliability, accountability, empathy, sustainability, humanity, trust, dynamism, excellence, and joy.

Job Overview

10 2nd Avenue Houghton Estate, a luxurious boutique hotel in Johannesburg, is seeking a Reservationist to join our dynamic team. This role is crucial to our hotel\'s success, as you will be responsible for managing reservations and providing exceptional customer service to our guests. In this role, you will handle inquiries, process bookings, and communicate with guests while adhering to hotel policies and procedures.

Key Responsibilities

• Reservation Handling: Manage incoming reservation inquiries via phone, email, and online platforms. Assist guests with making reservations, modifying existing bookings, and providing information about room availability, rates, and hotel amenities. Input reservation details accurately into our reservation system and monitor room availability.
• Customer Service: Provide personalised assistance to guests, addressing their queries and concerns promptly and professionally. Offer recommendations and suggestions regarding room selections, packages, and special requests. Handle guest complaints or issues effectively, escalating to management when necessary.
• Administrative Duties: Maintain accurate records of reservations, cancellations, and modifications. Prepare and distribute daily reports related to reservations, occupancy rates, and room availability. Coordinate with other hotel departments, such as housekeeping and front desk, to ensure seamless guest experiences.
• Sales and Upselling: Promote hotel services, packages, and special offers to guests during reservation inquiries. Upsell room upgrades, additional services, and amenities to enhance the guest experience and maximise revenue.
• Communication and Coordination: Communicate effectively with guests, colleagues, and other departments to ensure smooth operations. Collaborate with the sales and marketing team to implement promotional strategies and achieve revenue targets. Relay special requests or preferences from guests to relevant departments to ensure guest satisfaction.

Qualifications, Experience & Skills

• Education: A high school diploma or equivalent qualification is required. Additional training or certification in hospitality management or a related field is a plus.
• Previous experience in a customer service, sales, or hospitality role is preferred.
• Proficiency in using reservation management systems and software.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy in data entry.
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.
• Flexibility to work shifts, including weekends and holidays, as per the hotel\'s scheduling needs.

If you thrive in a dynamic and guest-focused environment, we invite you to apply for this exciting opportunity to contribute to our reservations department\'s success. We are committed to creating a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.