FIT Reservations Agent

Responsibilities :

Responsible for accommodation booking for Cape Grace A Fairmont Managed Hotel.

Responds to enquiries about hotel products and services over the telephone email etc.

Determines guests needs and quotes the appropriate room and rate as per requirements.

Books reservation with most accurate information to ensure exceeding guests expectations.

Arranges accommodation special requests and activity requirements for leisure corporate and

wholesalers guests.

Has a general understanding of Groups - including cut off dates blocking and booking policies and

procedures.

Acts in accordance with the standards conforms to the policies and procedures.

High communication skills verbal and written. Perfect use of English.

Understands Revenue Management strategies sell levels and sell directed rates and is able to apply these

methods to offer as per available Hotel inventory.

Co-operates co-ordinates and communicates with all other departments to ensure highest level of Guest

service is maintained and the maximum profit is generated.

Ensures knowledge of all facilities services and hours of operation in order to respond confidently and

effectively to inquiries.

Consistently demonstrates a commitment to personal Guest Service excellence and profitably through

special duties as assigned.

Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work

environment.

Promotes and practices all organizational values of teamwork mutual respect integrity and

empowerment among all co-workers

To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate

bookings and guest confirmations

Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that

payments are received on time and communicated to the accounts department and front office prior to

the guest or group arrival.

Attend PM / PQ meetings to clarify and discuss outstanding payments for bookings as and when required

ensuring that follow up and payment is received.

Other duties as assigned

PIPELINE LEVEL

Manage self.

LEVELS OF ACCOUNTABILITY

Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

Responsible for own performance

COMPETENCIES

Calculations

Analytical thinking

Organizing

Action Planning

Service Orientation

Flexibility and adaptability

Strong attention to detail

Admin oriented

Financial : Satisfied Shareholders

To ensure that all quotes compiled are accurate and every attempt is made to secure the

business for Cape Grace.

Manage and follow up on all deposit payments in line with the reservation terms and conditions

and ensure that payments are received on time and communicated to the accounts department

and front office prior to the guests arrival.

Customer Service : Delighted Customers

Models the Organizational Values

Matching the features and benefits of our product offering to ensure that we exceed our guests

expectations.

Processes : Effective Processes

To interact with Housekeeping Front Office Spa and Food & Beverage where necessary

ensuring any new and relevant information is communicated between these departments and

Reservations.

Maintains department Standard Operating Procedures and devise benchmark to be adhered to.

Manage workload fairly ensuring that our turnaround time is adhered to.

Assist Group Reservations as / when necessary with enquiry turnaround call handling.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

Has a thorough knowledge of the hotel and all services provided to the guest.

Maintains the highest standard of service appearance and social skills set according to the

company policy.

Works in harmony with all departments and employees is willing to assist others if and when

required.

Attends all training workshops as and when required.

Is familiar with all policies and procedures house rules fire security and emergency procedures

as well as all checklists pertaining to the position.

Performs any reasonable duty as instructed from time to time.

Qualifications : Qualifications :

Grade 12 or equivalent

A Hospitality Management qualification is a strong recommendation.

1 year experience in similar positions and customer service

Proficiency in English (Verbal Written Reading) second language is an asset.

Proven abilities in developing and nurturing interpersonal relationships with guests colleagues and

suppliers.

Demonstrated experience using :

o Opera Property Management System

o Microsoft Office Suite to at least Intermediate level

o Previous experience on TARS would be advantageous.

Above average Numerical skills

Above average ability to communicate at all levels of the organization.

Must possess outstanding Sales skills guest service skills professional presentation and sophisticated

communication skills.

Must be able to handle multitude of tasks in an intense ever-changing environment while remaining

calm collective and accurate.

Must be flexible in terms of working hours (Shift Timing)

Additional Information :

EMPLOYMENT EQUITY

We as a company are committed to diversity and inclusion. Our Employment Equity Plan and Targets will be considered during the recruitment process. We welcome applications from individuals with disabilities and diverse backgrounds.

Remote Work : No

Employment Type : Full-time

Key Skills

Active Directory Administration,English Language,Access Control,Jpa,Legal Support,Airlines

Experience : years

Vacancy : 1