Reservationist

Craven Cottage CC; Pongola; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Craven Cottage CC in KwaZulu-Natal is seeking a seasoned Front of House reservations/guest services professional for a 5-star luxury property. You will manage enquiries, quotes, bookings, and maintain guest relationships, while upholding confidentiality and leveraging Protel PMS.

Strong English, superb communication, and a meticulous, independent work style are essential. Responsibilities include responding to enquiries, ensuring accurate reservations, upselling, and maintaining client databases

Qualifications

• Must hold Grade 12
• Degree or equivalent from reputable hotel school
• Minimum 3 years’ experience in a similar Front of House role at a 5* luxury property
• Prior Front of House experience at a 5* luxury property
• Excellent command of English (spoken and written)
• Excellent telephone etiquette and communication skills
• High confidentiality and integrity
• Ability to work in a challenging and demanding environment
• Well organised, independent, meticulous and proactive

Responsibilities

• Respond to website, email and telephonic enquiries accurately and courteously
• Handle guest enquiries and establish 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 department administration
• Maximise sales and upsell other revenue streams
• Develop product knowledge of lodges, activities and USPs
• Keep lodges and departments informed and follow up on special instructions

Skills

English fluency

Telephone etiquette

Protel PMS

MS Outlook

MS Word

MS Excel

Independent and meticulous

Team player

Education

Grade 12

Degree or hotel school accreditation

Tools

Protel PMS

Microsoft Outlook

Microsoft Word

Microsoft Excel

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 5* luxury property


• Prior Front of House experience at a 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, Protel 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