Reservations Consultant

SUMMARY:
Key responsibilities and accountabilities:

• To capture, amend, confirm, cancel, invoice and waitlist reservations as per the Lodge Reservations Standard
• Ensure that e-mails are answered in a timely and cordial manner
• To ensure that provisional bookings are followed up
• To maintain a strong relationship with other departments and keep communication open at all times
• To be fully aware of all room rates and STO Rates
• To check all the correspondence for upcoming reservations and make sure all names, agent, date, rate, and billing instruction details are correct
• To ensure that all necessary details are obtained before arrival (dietary requirements, transport details, special requests, etc)
• Maximise occupancy with liaison with the Reservation Manager
• Ensure credit policy is adhered to
• Knowing the entire Reservation Procedure
• Making sure that you are well-informed on what all 5 Lodges have to offer
• Ensuring that a friendly Telephone Manner is always adhered to
• Maintaining a neat and orderly position at all times.

 
Outline of ideal candidate profile:  
A friendly, energetic individual with strong people skills who loves the industry.  In general, you’ll be capturing reservations and dealing closely with the Reservations Manager.
 
These competencies include the following requirements:

• Personality
  • A warm and friendly personality
  • Positive attitude, self-motivated, confident and comfortable around people from all walks of life
  • Excellent communication and interpersonal skills (listening skills, verbal communication etc)
  • Must be a team player
• Specific Job Skills
  • Excellent guest relations abilities
  • Excellent guest/staff/lodge management skills
  • Ability to work under pressure and to tight deadlines
  • Attention to detail
  • High energy levels & drive to get things done
  • Planning & organizing – plan activities and carry them through effectively
  • Initiative to look for ways of improving
  • An appreciation of other cultures. Ability to speak and/or understand another language would be an advantage
  • Excellent people skills, especially motivating staff
• Computer Skills
  • Good standard of IT and numeracy
  • Good working knowledge of Microsoft Office and Google platforms
  • Semper, Opera, Pan, ResRequest or similar
• Literacy and Numeracy
  • Fluent in English (speak, read and write)
  • Excellent literacy skills (writing of emails, viewing web pages)
  • Excellent arithmetic skills (counting quantities, using percentages, understanding tables in reports and interpreting graphs)
• Commercial Skills
  • Commercial awareness – understanding the company
  • Understanding resources and suppliers
  • Stay up-to-date on Industry and World Developments
  • Target-driven and oriented
  • Ability to deal with both direct guests as well as agents and tour operators
• Management Ability
  • Flexibility
  • Strong time-management skills
  • Demonstrable leadership and management qualities
  • Analysing and problem-solving skills
  • Work hours are 8 – 5 pm weekdays, but there might be times when after-hours work may be required
  • Emergency telephone duty one weekend a month

POSITION INFO:
Qualifications and experience required Matric or Grade 12 certificate Hospitality / Hotel / Lodge Management related qualification would be an advantage 2 - 4 years' Reservations and Front of House experience in the 5-star hospitality industry Valid Code 8 driver's licence and own transport Have experience on ResRequest