Expired on: Sep 7, 2024
| Job Title: | Reservationist |
| Department: | Front Office |
| Reports To: | Assistant Front Office Manager/ Front Office |
| Location: | Happy Valley Hotel |
| Position Objective: The Reservationist is responsible for interacting with customers and executing reservation activities, including bookings for accommodations, conferences, and functions. This role involves delivering exceptional guest service, maintaining accurate databases, processing payments, and teamwork, ensuring all company policies and procedures are adhered to while providing a memorable guest experience. | |
| Key Responsibilities: 1. Guest Service – Provide exceptional service to guests and meet or exceed their expectations regarding reservations and guest engagement. -Ensure that service standards are consistently maintained, reflecting the demographic and segmentation of the customer base. -Clearly explain available services and facilities, addressing any inquiries from guests. Adhere to grooming and hygiene standards at all times. 2. Communication Etiquette – Answer phone calls and respond to email inquiries promptly and professionally, using a friendly tone to create a positive first impression. -Listen actively to guests’ inquiries and concerns, ensuring clarity and understanding before responding. -Use polite language and maintain a calm demeanor, even in challenging situations, to enhance guest satisfaction. -Personalize responses to potential guests, addressing them by name and referencing their specific inquiries or interests. -Include persuasive language in both phone and email communications to encourage potential guests to book reservations, highlighting unique offerings and benefits. -Follow up with potential guests after initial contact to reinforce interest and encourage booking decisions. 3. Reservations Management -Accurately input and maintain guest profile details within the reservation system to ensure completeness and correctness. -Facilitate a welcoming arrival and departure experience in accordance with standard operating procedures (SOP). -Identify and prioritize special requests from guests, ensuring proper action in line with SOP. Provide guests with all necessary information to meet their reservation needs. 4. Cashiering and Revenue Management -Process all financial transactions accurately and maintain cheque balances and receipts in accordance with financial policies. -Implement fraud prevention measures, including vigilance against forged IDs and suspicious transactions. – Adhere to bank policies and Reserve Bank requirements regarding the acceptance of cash and handling financial discrepancies. 5. Housekeeping Liaison – Ensure that the workspace, including the reception desk and surrounding areas, is always neat and tidy. -Adhere to health, safety, and security protocols within the workplace, including emergency procedures. – Collaborate with housekeeping staff to ensure maintenance of standards according to company policy. 6. Knowledge and Product Awareness -Stay informed about changes in products and services, ensuring proactive communication to guests. –Actively educate guests on relevant policies and procedures and maintain adherence to company practices. – Utilize in-house systems effectively and ensure proper equipment functionality. | |
| Experience and Qualifications: -Minimum Matric/Grade 12. -Experience with Apex or similar reservation systems is advantageous. -A minimum of 2 years of reception experience in a hospitality environment is required. -Customer Service training will be an added advantage. Key Competencies: Knowledge: -Product Knowledge Client Needs Assessment Business Policies and Procedures In-house Systems and Equipment Usage Skills: -Accuracy and Attention to Detail Effective Oral and Written Communication Persuasion skills. Strong Interpersonal Skills. Proactive Problem Solving. Values and Attitudes: -Passion for Customer Service Teamwork and Collaboration Positive and Fun Attitude. Ethical Conduct and Respect for Diversity. Innovative Mindset Strong Focus on Goals and Objectives Working Conditions: The Reservationist may be required to work flexible hours, including evenings, weekends, and public holidays, depending on operational needs. | |
| How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience to recruitment@happyvalleyhotel.com no later than the 7th September 2024 citing the position applied for, name and surname in the email subject. Only shortlisted candidates will be contacted. | |
Job Category: Front Office
Job Type: Full Time
Job Location: Ezulwini
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