About the Role:
The Central Reservationist handles requests and bookings from guests prior to arrival, companies and travel agents via phone and other platforms. He/She needs to ensure booking information is input accurately into the reservation system and ensure that accurate records are maintained in all online platforms through the use of extranets and interaction with individual customer service.
You'd be an excellent fit for this role if you have:
- Minimum Grade 12
- Travel and Tourism Certificate (Advantageous)
- 2 years experience in a similar role.
Roles and Responsibilities:
Your primary duties involve:
- Reservations
- Handles bookings and reservations in accordance with company policies through all booking channels.
- Ensures that profiles of arriving guests are updated on the system.
- Ensures that all booking notes are correctly updated on the bookings in order to ensure the highest level of service standards.
- Deals with agent or guest complaints relating to bookings and informs the Reservations Manager.
- Build and maintain relationships with strategic corporate clients and agents
- Maintains all changes and updates of bookings as per guest and agent requests
- Receives all direct booking enquiries and responds timeously and in accordance with company policy
- Ensure that reservations that are not fulfilling operational standards are cancelled in accordance with channel policies and this is communicated to the guests.
- Update No Shows and Cancellations in the Property Management system and the channel accordingly and in line with channel policies.
- Maintains accurate records of agent bookings where required.
2. Communication
- Ensures that confirmations of bookings are completed and sent out promptly.
- Responds to initial enquiries and requests within an 8-hour working day.
- Liaises with departments and provides an update on arrivals, groups, special requests and functions etc.
- Maintains good communication channels with other departments.
- Handle any guest complaints where necessary or refer to the Reservations/Revenue Manager.
3. Financial
- Ensures pro-forma invoices are sent out on time to guests.
- Follows up with guests on payment of invoices and cancels bookings timeously for non-payment.
- Assists with the maintenance and control of payment and commission procedures for all reservations and through all channels accordingly
- Manages waiting lists, turn-a-ways and provisional reservations in order to optimise occupancy and revenue by applying yield management.
4. General
- Maintains the filing system.
- Ensures high standards of hygiene and maintenance in areas of responsibility.
- Performs any other tasks as and when requested.
- Ensure accurate daily recording of attendance registers
What We Offer:
- A dynamic work environment where you can make a tangible impact.
- Opportunities for professional growth and development within Totalstay.
- Competitive salary commensurate with experience.
About Totalstay:
Totalstay is creating a better way for travellers to stay. We combine the best-practice of top hotels, with the flexibility and freedom of DIY travel. Everything a traveller wants from a hotel combined with everything they love about a home. We offer the essential services a traveller expects from a hotel together with the freedom, space and individuality of a home. It’s the best of both worlds. And it’s the best way to travel. With a private collection of fully managed, hotel-grade vacation rentals in Cape Town including boutique hotels, aparthotels, villas & serviced apartments, we aim to ensure that a guest’s stay is as memorable as possible, from start to finish.