St Lucia Park: Reservationist posted by Elephant Lake Hotel

Elephant Lake Group has vacancies available: Group has 3 properties with a total of 110 room, consisting of Hotel Rooms and Self-Catering Lodge. Restaurant, Bars, Pools and Entertaining Area Conference Facilities Safaris Office for Game Drives, Boat Cruises and other Tourist Activities RESERVATIONIST We require a Reservationist Accuracy, attention to detail and telephone sales ability are non-negotiable. Need previous experience with hotels / lodges / travel agents. 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. Reservations: Perform reservation requests Determining rooms available Meet customer needs Verify customer information and payment options, Assign rooms and respond to customers with confirmation emails or letters. Accept payments and check guests out. Administration Welcome visitors by greeting them, in person, Signing in your guests, Direct each set of guests to their allocated holiday unit. Closely integrate with FOH to inform them when the signing in procedures are completed so that FOH can escort guests to their holiday unit. Inform new guests of meal times and orientation of property Answering phones with sound etiquette and professionalism. Handing of all queries, telephonic, walk ins and on social media Duties: Emails are checked on a daily basis and prioritised and completed according to the date received and action needed. 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 All reservation amendments or cancellations are also completed correctly 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 Safaris Activities 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 outstanding responses to be actioned before closing the shift Transfers will be booked through the hotel’s preferred suppliers Assist the reservations manager where it may be deemed necessary. Requirements Matric Excellent communication skills 2-3 years reservations experience Experience with booking systems, in particular Apex as well as the various Channel Management options that feeds into APEX Hospitality background Excellent understanding of English – both speaking and writing Excellent computer skills To work under pressure when a bus load of guests arrive Knowledge of Yield and Revenue Management; Understanding of Hospitality Industry Ratio’s; Working knowledge of Human Resource Policies and Practices; Working knowledge of legislation applicable to the Hospitality Industry; Understanding of Marketing, Sales and channel principles and processes; Working knowledge of financial and administrative systems Working knowledge of POS and PMS systems; Basic understanding of IT, AV & Telecommunications software & hardware systems; Knowledge of Diverse Cultures.