Cape Town: Groups & Events Coordinator posted by Craven Cottage CC

Duties:
 
Ensure accurate & detailed capturing of reservations
Maximize revenue & ensure guest satisfaction
Reviewing, monitoring and revising guest service standards, thereby enhancing guest satisfaction.
Assist & maintain an efficient administration system within the department.
Maintain client database with segmentation.
Ensure that an efficient and accurate filing system, both manual and electronic, is constantly updated.
Ensure that standard correspondence formats for various stages of reservations is completed and maintained.
Continuously seek ways to maximize revenues and profits by up-selling other facilities and services.
Actively solicit and develop sales & marketing activities with key industry partners such as travel agencies and convention organizers.
Establish rapport with guests maintaining effective customer relationships and handle guest enquiries and requests either personally or over the phone.
Actively endeavor to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
Answer reservations calls in a pleasant and courteous manner.
Based on the nature of the reservation required, check the availability of the room / type of room and confirm the reservation.
Personally, and frequently verify that guests are receiving the best possible service.
Preparing and ensuring all bookings are accurate and in line with SOP’s.
Inform other departments and follow up with regards to special instructions / facilities.
Spend time at each function / event to ensure that the guests and organizers are well looked after and support banqueting where needed.
Liaise with suppliers (off-site) when and where needed.
Ensure all relevant groups / event information is communicated in a timely fashion.
Quote and contract (incl. invoicing) all potential business through all available booking channels.
Assist Finance in following up on payments & queries.
 
Requirements:
 
Diploma / Degree from a reputable hotel school
At least 2 – 4 years’ experience in a similar role with in a large, luxury hotel environment
Previous sales and reservations experience
Good communication skills
Should be fluent in English.  Additional language advantageous
Computer literate in MS Office & Opera