Reservations Groups & Conferencing Agent - Protea Hotel Cape Town Waterfront Breakwater Lodge

POSITION SUMMARY

Process all reservation and conferencing requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation or client conferencing needs, determine appropriate room type and conference venues, and verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services, room accommodations and conferencing venues. Follow sales techniques to maximize revenue. Communicate information regarding designated VIP reservations / conferencing bookings. Input and access data in reservation system. Respond to any challenges found for accommodating rooming and venue requests by communicating with appropriate individual or department. Oversee accuracy of group blocks and reservations. Input group rooming lists using reservation systems, revise room blocks to maintain the required number of available rooms and keep organized files of all groups. Set-up proper billing accounts according to Accounting policies.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests and clients according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

CRITICAL TASKS

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.


• Protect the privacy and security of guests and coworkers.


• Follow company and department policies and procedures.


• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Address guests' service needs in a professional, positive, and timely manner.


• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.


• Anticipate guests / clients service needs, including asking questions of guests/ clients to better understand their needs and watching/listening to guest / client preferences and acting on them whenever possible.


• Welcome and acknowledge each and every guest /client with a smile, eye contact, and a friendly verbal greeting, using the guest / client’s name when possible.


• Engage guests in conversation regarding their stay / conference, property services, and area attractions/offerings.


• Assist other employees to ensure proper coverage and prompt guest service.


• Thank guests / clients with genuine appreciation and provide a fond farewell.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.


• Speak to guests / clients and co-workers using clear, appropriate and professional language.


• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.


• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.


• Develop and maintain positive and productive working relationships with other employees and departments.


• Partner with and assist others to promote an environment of teamwork and achieve common goals.


• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.


• Read and visually verify information in a variety of formats (e.g., small print).


• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Reservation Services

• Accommodate and document special requests in an accurate and efficient manner.


• Verify all reservation information with callers to ensure accuracy.


• Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.


• Explain guarantee and cancellation policies to callers.


• Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).


• Describe room accommodations and benefit feature sale amenities to guests.


• Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.


• Determine the most appropriate room type to meet guest requirements and maximize room rate.


• Identify repeat guests using appropriate codes.


• Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.


• Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.

Reservation Processing

• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.


• Verify availability of room type, rate, and occupancy before confirming any reservations.


• Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).


• Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).


• Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.

Inventory/Rooms Control

• Oversee accuracy of room blocks and reservations.


• Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.

Group and Conference Reservations

• Input group rooming lists using reservation systems (e.g., MARSHA, Fidelio, OPERA).


• Keep organized files of all groups for easy and accurate reference for an event.


• Revise room blocks in the reservation system (e.g., MARSHA, Fidelio, OPERA) to maintain the required number of available rooms after rooming lists are entered.


• Preparing quotes / contracts, making follow-up calls with prospective clients and holding meetings with clients who are interested in hosting an event.


• Manage site inspections in conjunction with the Sales team.


• Spend time in each function / event to ensure that the guests and organizers are well looked after and to support banqueting where needed.


• Assisting clients with floor plans when required. 


• To ensure that function sheets are compiled accurately on a weekly basis and that any changes are recorded and distributed to the relevant departments


• Ensure you remain knowledgeable on all aspects relating to the hotel room configuration and banqueting operation and services available, menu options, beverage knowledge, wine lists, function room layout and hotel room layout. 


• Inform other departments and follow up with regards to special instructions / requests.


• In the absence of the manager, attend weekly function sheet meetings to ensure sufficient follow up and information shared with the relevant department. 

Reservation Billing

• Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills


• Learning

Interpersonal Skills

• Customer Service Orientation


• Team Work


• Interpersonal Skills

Communications

• Telephone Etiquette Skills


• English Language Proficiency


• Listening


• Communication


• Applied Reading


• Writing

Personal Attributes

• Integrity


• Dependability


• Positive Demeanor

Organization

• Detail Orientation


• Time Management


• Multi-Tasking

Sales

• Typing

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required