Reservationist

Staff Solutions Recruitment; Makhanda; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Staff Solutions Recruitment seeks a Front Office professional for a 5-star luxury property in Makhanda to manage guest enquiries, reservations and guest services with a strong focus on upselling and rapport-building.

The role requires a degree from a reputable hotel school and at least 3 years of front-of-house experience in a luxury environment, with excellent English and communication skills. Candidates must be able to work shifts and handle a demanding environment.

Qualifications

• Degree or equivalent from reputable hotel school.
• 3 years front-of-house experience at a 5-star luxury property.
• Experience with reservations and guest services.

Responsibilities

• Respond to enquiries accurately via website, email and phone.
• Build rapport with guests during the booking process.
• Resolve guest complaints where possible and escalate appropriately.
• Maintain accurate reservations and client database.
• Maintain efficient department administration.
• Maximise sales and upsell additional revenue.
• Develop knowledge of lodges, activities and USPs.
• Keep relevant departments updated on special instructions.

Skills

English

Telephone etiquette

Communication

Team player

Education

Hotel school degree

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Protel PMS

Job description

Minimum criteria required

Qualification: Degree or equivalent from reputable hotel school Prior Front of House experience at a 5 star luxury property 3 years experience in a similar position at a 5 star luxury property Key Performance Areas of this position include:

• Respond to website, email and telephonic enquiries accurately, timeously and courteously
• Handle guest enquiries while establishing rapport with guests during booking process
• Maintain effective customer relationships and actively resolve guest complaints, where possible; exercise judgement when escalating it to the Reservations Manager
• Ensure accurate information, quoting, booking and detailed capturing of reservations
• Maintain client database to ensure all guest information/details are complete
• Assist with maintaining an efficient administration system within the department
• Maximise sales, upselling of other revenue streams
• Develop in-depth product knowledge of all lodges, activities and USPs
• Keep lodges/relevant departments informed; follow up with regards to special instructions

Competencies required

• Excellent command of the English language (Spoken and written)
• Excellent communication skills with high level of telephone etiquette
• Computer experience: Microsoft Outlook, Microsoft Word, Microsoft Excel, Protel PMS
• Experience in tele-sales (shifts: 07-16h00/09-18h00/12-21h00 and 08-16h00 weekend & PH)
• High degree of confidentiality and integrity
• Ability to work in a challenging and demanding environment
• Well organised team player, capable of working independently, meticulously and with initiative