Scope of Position:Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.Responsibilities:
Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
Responds to enquiries about hotel products and services over the telephone, email, etc.
Determines guest’s needs and quotes the appropriate room and rate as per requirements.
Books reservation with most accurate information to ensure exceeding guest’s expectations.
Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
Acts in accordance with the standards, conforms to the policies and procedures.
High communication skills verbal and written. Perfect use of English.
Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory.
Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest
service is maintained and the maximum profit is generated.
Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and
effectively to inquiries.
Consistently demonstrates a commitment to personal Guest Service excellence and profitably through
special duties as assigned.
Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers
To be detail focused in the performance of all tasks relating to the reservations process i.e. accurate
bookings and guest confirmations
Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that
payments are received on time and communicated to the accounts department and front office prior to the
guest or group arrival.
Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required,
ensuring that follow up and payment is received.
Other duties as assigned.
