Reservationist

Key Performance Areas:

• 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, where possible; 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

Competencies Required:

• 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
• Experience in tele-sales (shifts: 07-16h00/09-18h00/12-21h00 and 08-16h00 w/end&PH)
• 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