Group Reservationist and Guest Relations Officer

Duties & Responsibilities

Group Reservationist

• To ensure that all reservations requested are enteresd or responded to quickly and accurately and confirmed accordingly within the company turnaround policy.

• To check all reservations/bookings downloaded from Central Reservations Office, confirmations and terms and conditions are effectivley adhered to and in line with 5-star Hotel.

• To assist the Sales and Marketing deparment in promoting and selling the hotels & the facilities to prospective guest.

• Ensuring and adhereng to effective communication from the reservations deparment to all operational departments.

• To ensure that room type overbooking is managed far in advance to avoid hotel overbooking

• To ensure that deposit and contracts are received timeously, correctly and to report anydeviations to the Reservations Manager

Guest Relations Officer

• Booking/guest profiles - action profile remarks, ensuring all information is checked and updated daily.

• Familiarize with the daily business i.e. group arrivals, return and VIP guests and gifting.

• Responsible for all VIP gifiting and welcome letters.

• Guest Review - managing all platforms and communicating poor reviews with relevent departments daily.

• Hotel liaison with all industry and service operations as requested

• Attend to guest needs and requirments, complaints and queries. Ensuring these are promptly actioned, and communicated to all relevent departments.

• Attending to all guest queries, payments and after departure services.

Desired Experience & Qualification

Group Reservationist Requirments

• Grade 12

• Front Office, NQF Level 2 or other relevent tertiary qualification an advantage

• At least 2 year's experience in a individual and Group/Block Reservations essential

• Excellent knowledge of Microsoft Office

• INFOR "Group/Block Reservations" experience (Essential)

• INFOR "Front Office and Cashiering functions' an advantage

• Ability to work shifts and occasional overtime

Guest Relations Officer

• Grade 12

• Hospitality Management Diploma or Certificate

• At least 2 years' experience in the Hotel Industry, or in a similar position

• Excellent knowleadge of Microsoft Office

• INFOR "Front Office and Cashiering functions" and advantage

• Excellent administration skills

• Ability to work shifts and occasional overtime.