Reservationist

Staff Solutions; Makhanda; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Staff Solutions in South Africa seeks a front-of-house professional for a 5-star luxury property. You will handle enquiries via website, email and phone, quote correctly, and capture reservations while building rapport with guests.

The role requires a degree from a hotel school, 3 years front-of-house experience at a 5-star property, and outstanding English and telephone etiquette. You will maintain guest records, upsell, and contribute to a high-service, confidential environment.

Qualifications

• Qualification: Degree or equivalent from reputable hotel school.
• 3 years' experience in a similar front-of-house role at a 5-star luxury property.
• Prior front-of-house experience at a 5-star luxury property.

Responsibilities

• Respond to website, email and telephonic enquiries accurately and timeously.
• Handle guest enquiries while building rapport during the booking process.
• Maintain guest relationships and resolve complaints where possible; escalate when needed.
• Ensure accurate information, quoting, booking and detailed capturing of reservations.
• Maintain client database with complete guest information.
• Assist with efficient administration within the department.
• Maximise sales and upsell other revenue streams.
• Develop in-depth knowledge of lodges, activities and USPs.
• Keep lodges and relevant departments informed; follow up on special instructions.

Skills

Fluent English

Excellent communication

Tele-sales experience

Confidentiality and integrity

Organisational skills

Team player

Education

Degree or hotel school equivalent

Tools

Protel PMS

Microsoft Outlook

Microsoft Word

Microsoft Excel

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