FIT Reservationist

SUMMARY:
Iconic Hotel, based in Cape Town is looking for a FIT Reservationist to optimize sales & profitability through an effective and efficient reservations process whilst enhancing relationships with existing clients.

POSITION INFO:
Duties:
 
Ensure accurate & detailed capturing of reservations
Maximise revenue & ensure guest satisfaction               
Reviewing, monitoring and revising guest service standards, thereby enhancing guest satisfaction.
Assist & maintain an efficient administration system within the department.
Maintain client database with segmentation.
Ensure that an efficient and accurate filing system, both manual and electronic, is constantly updated.
Ensure that standard correspondence formats for various stages of reservations is completed and maintained.
Continuously seek ways to maximise revenues and profits by up-selling other facilities and services.
Establish rapport with guests maintaining effective customer relationships and handle guest enquiries, requests either personally or over the phone.
Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
Answer reservations calls in a pleasant and courteous manner.
Check the availability of the room / type of room and confirm the reservation.
Actively up-sell the higher category rooms.
Ensure and encourage guests to complete all areas and details on the advance reservation form.
Sort out and attach all correspondence with the respective advance reservation forms.
Preparing and ensuring all bookings are accurate and in line with SOP’s.
Inform other departments and follow up with regards to special instructions / facilities.
Assist in implementing the TBEM processes.
 
Requirements:
 
Diploma / Degree from a reputable hotel school
At least 3+ years of experience in reservations, front desk, or customer service within the hospitality industry preferred.
Excellent verbal and written communication skills.
Strong organizational and time management abilities.
High level of attention to detail.
Ability to remain calm and courteous under pressure.
Multilingual abilities are a plus.
Front Office background preferred
Previous junior sales or front of house experience
Should be fluent in English.  Additional language advantageous
IT Knowledge: Opera & MS Office