Job Title: Reservationist
Job Category: Tourism and Hospitality
Job Location: Arusha
Salary: 600,000.00 Gross salary
Experience: 1-3 years
Start date: ASAP
Role’s Summary:
The Reservationist will be responsible for handling reservations from enquiry to completion, including all administrative and systems tasks throughout the process, and to the highest quality and professionalism.
KEY RESULT AREAS/ESSENTIAL FUNCTIONS Administration
v Ensure all incoming email, reservations messages are dealt with promptly and accurately, and within a 2 hour response time
v Answer all incoming emails on the same day of business
v Answer phones as promptly as possible in a courteous professional manner
v Input all reservations accurately into the required PMS system
v To be fully conversant with all property rates, including contracted, group and recommended selling
v Endeavour to up-sell rooms whenever possible
v To be responsible for the timely upkeep of the archives
v Ensure that all reservations are handled efficiently through effective office operating system
v Ensure that all reservations records are filed accurately and can be retrieved promptly
v To have knowledge of all property internal and external reservation systems eg. Online booking channels
v Ensure that all bookings for each day are checked prior to arrival for accuracy and confirmations.
v Ensure all reservations are tracked correctly for statistical purposes (codes)
v Ensure guest history files are used and utilized correctly
v Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service
v To have complete knowledge of all tents/rooms, suites and property facilities, as well as local area
v Ensure all Special Attention Guests (SAG) requests are dealt with accurately, and that every effort is taken to ensure they receive the appropriate service
v To have complete knowledge of all tents/rooms, suites and property facilities, as well as local area competitors
Financial Aspects
v During periods of high occupancy, to ensure that all reservations have the correct confirmations
v To follow up cancellation/non arrival policy in order to gain additional revenue.
v Liaise with the accounts department regarding credit issues and control of poor accounts, and or account problems
v Encourage up-selling in order to maximize rates
v Ensure all bookings have deposits on, as per appropriate T&C’s, after making their reservation. Excluding credit
v Facility reservations
Miscellaneous
v Maintain a professional and positive attitude in all dealings with clients either on the phone, electronically, or in person
v Liaise with the operations team regarding any on-going client requirements.
v Pass onto the sales department any possible leads which could develop into future business
v Identify and pass on to the on-property managers, any potential problems and/or special requests
v Undertake and complete any special projects or related tasks as and when required by the Reservations
v Manager or the Director of Sales and Marketing
Client and Public Relations
v Create and maintain a personal and respectful rapport with agents, direct guests and colleagues
Health and Safety
v Ensure that all potential and real hazards are reported immediately and rectified
v To be fully conversant with all departmental fire, emergency procedures
v Ensure that all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
v Stimulate and encourage a general awareness of health and safety in relation to all tasks and activities undertaken in the department
v Ensure that the highest standards of personal hygiene and neat appearances are maintained by all members of department
General Duties
v Attend any meetings or training sessions/courses as required
v Assist fellow employees to perform similar or related jobs as and when necessary
v Ensure guest satisfaction by performing such duties as attending to their requests and enquiries courteously and efficiently, and accepting changes or uninterrupted service to guests and patrons
v Clean and maintain the work area, materials, and equivalent, to report defective materials and equipment to superior
v Continuously strive to improve the knowledge of the job
v Undertake any reasonable request made by a member of management
PROFESSIONAL AND INTERPERSONAL DETAILS
Education:
v Diploma or Bachelor Degree in Reservations/ tourism or any related field.
v Proven proficiency in computerized applications to Microsoft Office Software (Word, Excel, Outlook, and PowerPoint) and basic Google Suite.
Experience and Skills:
v 1-3 years’ experience working in reservations
v An excellent knowledge and understanding of the luxury sector and the calibre of clientele that are targeted
v Have an in depth understanding of reservations
v A passion for the industry, have a positive attitude and the ability to think out of the box.
v Informed decision-making ability imperative
v A sound ability to both strategize and implement actions is key
v Ability to effectively listen, communicate and perform diplomatically with internal and external stakeholders, guests and staff in all situations
v Humble, yet driven with a track record of performance
v Team player who demonstrates the ability to build and develop successful team relationships, and assist where required cross departmentally to ensure the seamless operation and growth of the company
v Ability to work independently as well as within a group
v Have the ability to work through periods of high demand and ready to work afterhours or on weekends
v Must be able to maintain physical stamina to personally lead their area of responsibility
v Assertiveness, patience and good organizational skills
v A meticulous degree of pride in their personal presentation
v Highly motivated, self-disciplined and well organized
HOW TO APPLY:
Kindly submit a written application and updated resume by 30th June 2023 via e-mail to [email protected]
No phone calls allowed. Please note ONLY shortlisted candidates shall be contacted by Expert Consultancy. It is advised to apply only one position that fits your career.
