Supervisor-Reservations_SA

Protea Hotels by Marriott®; Durban; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Protea Hotels by Marriott® is seeking a Reservations professional in Durban. You will oversee room blocks, process reservations, and ensure accurate market coding while upholding company values and procedures.

The role involves training staff, handling guest inquiries, and applying policies on guarantees and cancellations to maximize revenue. Excellent communication and organization are essential for success.

Qualifications

• High school diploma or GED equivalent.
• At least 2 years of related work experience.
• At least 1 year of supervisory experience.
• No license or certification required.

Responsibilities

• Oversee accuracy of room blocks, reservations, and group market codes.
• Process reservation requests, changes, and cancellations by phone, fax, or mail.
• Verify room type availability and explain guarantees, rates, and policies.
• Assist management in training, scheduling, and coaching staff.
• Input and access data in reservation system; respond to challenges in accommodating rooming requests.

Skills

Customer service

Communication

Training

Education

High school diploma or GED

Tools

Reservation system

Job description

Additional Information

Job Number 26134766
Job Category Reservations
Location Protea Mall Corner Lighthouse and Chartwell Drive, Umhlanga Rocks, Durban 4320, South AfricaVIEW ON MAP
Schedule Full Time
Located Remotely? N
Position Type Non-Management

Position Summary

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or elevate/refer to appropriate individual.
Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications

Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 2 years of related work experience.
Supervisory Experience: At least 1 year of supervisory experience.
License or Certification: None
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.