RESERVATIONS OFFICER – Masa Square Hotel 730 views

 

REPORTING TO: ROOMS DIVISION MANAGER

Applications are invited from suitably qualified and experienced candidates for the position of RESERVATIONS OFFICER.

MAIN PURPOSE OF THE JOB:

This person is responsible for responding to guest calls or inquiries about room reservations, to provide information and reserve rooms for guests coming to the hotel. The reservation officer will continue the arrival experience by ensuring clear communication with guests, obtaining all the necessary information.

KEY PERFORMANCE AREAS:

• Answer incoming calls and assist with reservations, confirmations, room needs requests and questions.
• Explain hotel products, services and other information about the hotel as requested.
• Sell, process, enter and confirm room reservations using selling techniques and strategies.
• Maintain knowledge of current hotel events, activities, and hours of operation as well as dining options currently available.
• Assist guests with issues and complaints, with empathy and a focus on guest satisfaction, use supervisor support when necessary.
• Display professional phone etiquette.
• Resolve customer complaints.
• Ensure any special client requests are forwarded to hotel staff.
• Assess email queries and assist clients who are having difficulties who are having difficulties making reservations online.

QUALIFICATIONS

1. Diploma in Tourism and Hospitality (Essential)
2. Knowledge of Opera and Marsha System (Advantageous).
3. 2 to 3 years Solid work experience in Customer Service and Hotel Reservations.

REQUIRED TECHNICAL AND BEHAVIOURAL COMPETENCIES

• Key competencies to be displayed by candidates include:
• Good telephone and communication skills
• Customer service
• Computer literacy
• Time management