Function

Reporting to the Reservations Manager, the successful incumbent will be responsible for all transient reservations received direct to the hotel, via e-mail and phone. To achieve budgeted and forecasted Rooms Revenue, through the conversion of reservation calls to sales, whilst delivering customer satisfaction. This position will focus on Reservations for the AC Hotel Cape Town Waterfront, and will assist with Reservations for the Westin Cape Town.

Required Experience & Qualifications

• Must have 2-3 years’ minimum experience in Reservations – preferably Five Star environment
• Sound understanding of Reservations and Front office operations
• Extensive knowledge of Opera PMS and MARSHA preferable
• Good office administration & communication skills

• Ability to work well independently, as well as part of a team

Key Responsibilities

• To maintain a high level of guest telephone contact skills while promoting the Hotel, our Restaurants, and the Spa through good selling and communication skills.
• To achieve an optimum level of occupancy and average room rate to best yield revenue and to ensure budgeted targets are met.
• To be fully conversant with all market segment and rate programs, together with special rates and packages.
• To maximise room revenues, and create additional revenue, by utilising effective up-selling techniques.
• To liaise directly with the Reservations Manager and Revenue Manager regarding business on the books and the strategy for the day.
• To deal with faxes, correspondence checking (VIP’s, regular and loyalty guests) and to respond to guest requests on a daily basis.
• Follow up on outstanding deposit payments
• Follow up on all outstanding vouchers – once vouchers received put a copy in the Voucher file
• Check third party Extranet Sites (bookings made online).
• To handle customer queries and complaints relating to the Reservations Department.
• To actively and consistently enrol guests into Marriott Loyalty program to develop brand loyalty and to meet departmental targets.
• To complete additional tasks as and where directed by the Reservations Manager, or in their absence, the Rooms Division Manager.
• To ensure Profiles are maintained, merged and updated on a regular basis to provide accurate Company, Agent and Individual Guest information.

• To maintain the Reservation files in an up to date and accurate manner.