Position: Junior Reservations Agent Location: Skukuza, Kruger National Park Job level: Mid/Senior Type: Permanent/Three months Contract Company: Kruger Shalati
Job Description The reservations agent reports to the Reservations Manager. The reservations agent is responsible for ensuring that all reservations calls, emails and requests are followed up on time and ensuring maximum guest satisfaction, whilst still maintaining the correct Hotel Standard Operating procedure and policies. The reservations agent is also responsible to ensure that all information taken from guests; as well as other hotel specific information, such as rate codes are inserted correctly onto the system to ensure data accuracy and minimal adjustments to revenue.
The Reservations agent position includes, but not limited to the following duties:
Emails are checked on a daily basis and prioritised and completed according to the date received and action needed. The turnaround time is 4 hours.
Telephone will be answered within 3 rings and according to the hotels policy
Reservations requests will be inserted according to the correct policy
All new reservations are inserted correctly into the system with correct confirmations supplied to the guest or agents within 4 hours
All reservation amendments or cancellations are also completed correctly within the turnaround time
No shows and cancellations are reported on a daily basis and charges raised are controlled
Every reservation must be taken as an opportunity to sell and it is the reservations agent that must use their product knowledge to close the sale
Upgraded room types must be sold to every guest
Selling of Spa treatments, Safari walks and Private Game Drive Vehicles is essential for every booking
Call conversions from the reservations department must be maximised, no sales must be lost
Follow up on outstanding vouchers and payments before guest arrive
Guarantee all bookings should the hotel be forecasted over 85%
Ensure that before the end of shift all replies still waiting are less than 4 hours old; any outstanding responses to be actioned before closing the shift .
Transfers will be booked through the hotels preferred supplier
Assist the Reservations Manager where it may be deemed necessary
Excellent communication skills
1 years reservations experience
Experience with booking systems, especially ResRequest a huge bonus
Excellent understanding of English – both speaking and writing
Excellent computer skills
To apply for the position, please forward a motivational letter, an updated CV with a picture of yourself to firstname.lastname@example.org . Please indicate if you are a Skukuza land claimant with the group name and group number.
Closing date: 14 April 2023
Please note that only successful candidates will be contacted. Should you not hear from us within 21 working days – please consider your application unsuccessful. Kruger Shalati reserves the right not to fill the position, to postpone or re-advertise the role. Preference will be given to Kruger Land claim beneficiaries
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