Scope of position:
Reporting to the Assistant Reservations Manager the successful candidate will be responsible to complete all administrative duties related to reservations within Cape Grace, A Fairmont Managed Hotel, for the purpose of ensuring all relevant information is kept in order. The successful candidate will ensure reservations are accurately updated with all required information, from guest arrival / departure details, preferences / dietaries, special requests, billing details etc, prior to submitting to front office. He / She will maintain and improve standards in all areas of Reservations, ensuring a maximum room revenue and to efficiently deal with all guest requests.
MAIN RESPONSIBILITIES
- Quality control for all Reservations created and information shared with the hotel through the Preparation process.
- Attending Morning meeting and ensuring all relevant information is updated and fed back to the relevant departments.
- Allocating of rooms for all guest arrivals as and when required
- Balancing inventory over periods of peak demand
- Assist reservations during periods of high demand / When staff are on leave and when emails are allocated / as and when required.
- Managing the Reservations Prep shared Folder and ensuring all correspondence is up to date.
- Daily Negotiated / Complimentary rooms report.
- Managing weekly stationary orders
- Any other reports as determined by the role.
PIPELINE LEVEL
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 guest鈥檚 arrival.
Customer Service: Delighted Customers
- Models the Organizational Values
- Matching the features and benefits of our product offering to ensure that we exceed our guest鈥檚 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 Individual and Group Reservations as/when necessary, with enquiry turnaround, call handling as well as shifts during low staffing periods.
Learning and Growth: Motivated and Prepared Workforce
- Coordinates departmental Induction programme to required standard.
- Assists with departmental training in collaboration with the Assistant Reservations Manager / Reservations and Revenue Manager as and when required.
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.