Senior Reservations Consultant

Duties

• Building trust, credibility and goodwill with clients and guests
• Prioritising timely and accurate responses to reservation enquiries
• Mastering the required software systems so that they are always accurate and up to date
• Managing bookings from first enquiry to final confirmation and payment
• Handling daily phone and email correspondence with efficiency and warm professionalism
• Efficiently capturing all reservations data with diligence and attention to detail
• Providing guests with accurate information with regards to availability, room types, hotel facilities and rates
• Controlling and maximising occupancy levels by effectively managing overbooking and waitlists
• Cross‑ and up‑selling where appropriate
• Ensuring that all guaranteed bookings are confirmed in the system
• Following up proactively on provisional bookings
• Processing cancellations and amendments
• Ability to understand statements, create and send them
• Resolving any guest complaints as a matter of priority and in conjunction with the relevant departments
• Maintaining strong, continuous communication between the reservations team and the properties to ensure the best possible guest experience
• Effectively managing yield by maximising rates and profitability
• Coordinating the distribution of rates
• Organising site inspections and fam trips
• Ongoing monitoring of booking movements, trends and competitor activity
• Always acting as a brand ambassador of the Company, leading with the Company’s values

Requirements

• Grade 12
• A formal hospitality qualification
• A minimum of 5 years’ experience in an inbound reservations position
• Energetic and proactive with a well-developed concept of the importance of providing a world‑class guest experience and the ability to deliver that level of service
• Up‑to‑date knowledge of the environment/industry
• Strong understanding of OTA management
• Excellent interpersonal, communication and organisational skills
• Excellent command of the English language
• Awareness and understanding of a variety of cultures
• Meticulous, precise and always paying close attention to detail
• Ability to remain effective under pressure
• Lateral thinker and creative problem‑solver who takes initiative
• Strong team player with a willingness to share information, knowledge and responsibility
• Evidence of the ability to practice a high level of confidentiality
• Desire to maintain good relationships with guests, colleagues and supplier

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