Reservations Agent

FAIRMONT; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A luxury hotel chain in Johannesburg seeks a Reservations Agent skilled in maximizing bookings and delivering exceptional guest service. The ideal candidate will have 3+ years of experience in hospitality, be proficient in OPERA and possess strong communication skills. You will play a key role in managing guest needs, ensuring confidentiality, and optimizing occupancy rates. This position offers a competitive package and growth opportunities.

Benefits

Competitive salary

Development opportunities

Creative work environment

Qualifications

• 3 years of experience in hospitality Reservations operations of a luxury hotel.
• Ability to effectively communicate with others in English (written and spoken).
• Proficient in property specific reservations software to ensure Occupancy is maximised.

Responsibilities

• Maximise occupancy and revenue through effective bookings.
• Ensure world-class service is delivered to guests.
• Maintain high levels of confidentiality and security of information.

Skills

Customer service excellence

Up-Sell and Cross-Sell strategies

Effective communication

Confidentiality

Independence in work

Tools

OPERA

Microsoft Office

Job description

HYDE Johannesburg Rosebank is a unique opportunity to experience a one-of-a-kind lifestyle hotel brand.

The hotel is a festival-inspired food lovers paradise and showcase for music and nightlife, featuring 131 rooms with natural textures and artisan touches.

The hotel boasts a range of luxurious rooms each meticulously designed to provide the utmost comfort and style.

Job Purpose

Assists to achieve departmental targets by accurately interpreting the accommodation needs of guests and the organisation, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required.

The position takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as her primary operational responsibility.

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay and departure of residents and guests
• Effectively manages processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
• Ensures that all inquiries are responded to, that accurate quotations are generated and sent to clients within the specified time frame
• Takes accountability for the performance of the Reservations functions of the hotel

Customer Specific Responsibilities

• Ensure world-class service is delivered to the Guest, in all Reservations locations, by collaborating with the Hotel Teams on all matters impacting bookings and the Guest service provision
• Together with the relevant teams and specialists, ensures that policies, processes and standards directly affecting the Guests do reflect their safety, security concerns and preferences
• Takes charge of implementing, and maintaining of processes and systems that ensure the delivery of highly personalised service by the Reservations team
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information

Qualifications

• 3 Years of experience in the hospitality Reservations operations of a luxury hotel
• Proficient in the application of Up-Sell and Cross-Sell strategies
• Proficient user of OPERA
• Ability to effectively communicate with others in English (written and spoken)
• Proficient in property specific reservations software to ensure that Occupancy is maximised
• Proficient user of Microsoft Office software applications
• High degree of confidentiality and protection of sensitive information
• Displays a sense of urgency and dedication to meeting the needs and wishes of others
• Ability to work independently without receiving detailed instructions

Additional Information

• The opportunity to join an international and innovative and fast-growing group.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.