Reservationist

Craven Cottage CC; Oos-Kaap; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Craven Cottage CC in South Africa seeks a reservations/guest-relations professional to respond to enquiries, manage bookings and build rapport with guests at a luxury property.

Role requires Grade 12 and a degree from a reputable hotel school, plus at least 3 years’ front-of-house experience at a 4/5* property. Strong English, MS Office and Semper PMS skills are essential; confidentiality and initiative are valued traits.

Qualifications

• Grade 12 or equivalent academic background.
• Degree or equivalent from reputable hotel school is required.
• Minimum 3 years’ experience in a similar front-of-house role at a 4/5* luxury property.
• Excellent command of English, both spoken and written.

Responsibilities

• Respond to website, email and telephonic enquiries accurately and timeously.
• Handle guest enquiries while building rapport during booking.
• Maintain guest relationships and resolve complaints, escalating when needed.
• Ensure accurate information, quoting, booking and detailed reservation capturing.
• Maintain client database with complete guest details.
• Assist with efficient departmental administration and upsell additional revenue streams.
• Develop in-depth knowledge of lodges, activities and USPs.
• Communicate updates to lodges and departments and follow up on special instructions.

Skills

Customer service

Communication

Telephone etiquette

Team player

Education

Grade 12 or equivalent

Degree or equivalent from reputable hotel school

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Semper PMS

Job description

Duties:

• 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; 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

Requirements:

• Grade 12
• Degree or equivalent from reputable hotel school
• At least 3 years’ experience in a similar position at a 4/5* luxury property
• Prior Front of House experience at a 4/5* luxury property
• 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, Semper PMS
• 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