Reservations Agent
Deka Minas (Pty) Ltd
Johannesburg, Gauteng, ZA
4d ago

The successful candidate will be responsible for the following :

  • Greets guests over the phone in a friendly, courteous manner (within 3 rings).
  • Identify guest reservations needs by asking open ended questions and determine appropriate
  • room types and maximize room rate.
  • Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc.
  • within the required turnaround time.
  • Process all reservation requests, changes and cancellations received by phone and email.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or
  • property specific process to resolve issues, delight, and build trust.
  • Enrolling guests to be Marriott Bonvoy members.
  • Explain guarantee, special rate and cancellation policies to callers.
  • Verify and record reservation information accurately.
  • Accommodate and document special requests.
  • Answer questions about property facilities / services and room accommodations.
  • Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants
  • and other services and facilities to guests.
  • Input and access data into reservation systems (Opera and Marsha).
  • Identify and record special billing instructions.
  • Pre-block all special requests or VIP accommodation accurately.
  • Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory
  • control for rooms.
  • Acknowledge assigned reservation messages.
  • Following up and conversion of enquiries is of utmost importance.
  • Responsible for tidy administration, including keeping accurate records of all paper transactions,
  • and file all reservations in a systematic order for easy referral.
  • Dealing with pro-forma invoices and following-up on payment and vouchers.
  • Responsible for online bookings (Third Party Websites).
  • Responding to email queries.
  • Responsible for Morning Reports, working out reservations statistics and balancing the hotel
  • inventory.
  • Assisting with Group and Conferencing enquiries and willing to learn the duties of this role.
  • Assisting with Airlines Blocks and splitting of airline reservations.
  • Comply with quality assurance expectations and standards.
  • Protect the privacy and security of guests and coworkers.
  • Maintain confidentiality of proprietary materials and information.
  • Perform other reasonable job duties as requested by Supervisors and Managers.
  • The following are the requirements :

  • One year’s prior and recent experience in a Protea Hotel would be beneficial.
  • Previous experience in Reservations would be advantageous.
  • Good working knowledge of Opera and Marsha will be a distinctive advantage.
  • Understanding of BAR (Best Available Rate).
  • Experience in MS Word, Outlook & Excel.
  • An excellent telephone manner.
  • A pleasant disposition.
  • Adaptable to change.
  • Be self-motivated and be able to take initiatives.
  • Be committed to the precise & thorough following of reservations systems & procedures.
  • Planning, organizational and time management skills.
  • Ability to work accurately under pressure.
  • Support all co-workers and treat them with dignity and respect.
  • TEAM player with a positive attitude.
  • The employee must be able to consistently apply the skills and knowledge requirements of the job
  • position in order to meet and exceed the minimum GUEST Service Standards laid down.
  • Please note that by submitting your personal information to Deka Minas you free-willingly issue the business consent to make use of such data for the specific purpose of securing you either permanent or temporary employment.

    Our business makes use of a POPIA compliant database and you have the right to access, right to correction and right to deletion of your personal information

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