Reservationist / Conferencing Coordinator at City Lodge Hotel

Scope of the role

• To undertake all Reservations, Boardrooms and Conference Rooms functions and administration as required.
• To make, confirm, re-confirm reservations, boardroom and conference room reservations on a daily basis, ensuring that all guests’ requirements are met timeously and in keeping with Company policies, standards and procedures
• A good relationship must be cultivated between all departments to ensure the effective flow of service and maximum occupancy.

Outline of Responsibilities:

• Ensure that all reservations made have a valid and sufficient method of payment (inclusive of all boardroom and conference room bookings).
• Ensure that Internal House Accounts / PM Accounts are managed on a daily basis.
• Together with the Management/Front Office team ensure that the budgeted occupancies are met and exceeded.
• As a unit ensure that the budgeted average room rate is achieved and improved on where possible.
• The required reports must be printed and processed per shift/per day.
• As required you may be required to assist the FOM/GM/Sales Executive with sales initiatives.
• Ensure that all arrivals are checked in with a valid and sufficient method of payment.
• As per operational requirements you will be required to fulfil the role of the receptionist.
• Ensure that all safety and security measures implemented are followed per shift/per day without exception.
• Ensure that all filing is done in accordance to audit and operational requirements.
• Ensure that No Shows are managed on a daily basis.
• All equipment must be utilised in line with the hardware operating manual and all maintenance matters must be promptly reported.
• Contribute to and support the “I’m Kind” programme.
• Reservations and Reception emails must be checked, processed and responded to on a daily basis per shift.
• When taking a reservation enquiry for another area or for a date that the hotel is full and or on departure; always offer to make the booking a future booking at any of our hotels, ensure that you are constantly aware of how many rooms you have left to sell, on making a reservation at another hotel always offer to send a map and provide all relevant information.
• A HRV (Hospitality Rate Voucher) may be issued for reservations made for a walk in reservation when cross selling to one of our hotels.
• Ensure that every guest receives exceptional service at all times.
• Refer to the guest information file, use the intranet, internet, City Lodge Group brochure, internal memos, the newspaper inclusive of current/future specials, Group information etc.
• Ensure that reception desk sweets, welcome drinks, are set up and or maintained as instructed.
• Use all information provided and available to constantly ensure that your knowledge of our online reward programmes is up to date at all times.
• As and when required you may be required to assist with the training and development of self and all staff.
• Ensure that the City Lodge Leadership Drivers are lived.

OTHER DUTIES AND  RESPONSIBILITIES

• The post holder will undertake training and development as appropriate.

REPLACEMENT AND TEMPORARY MISSION

• May be assigned to perform reliever duties when colleagues are off duty.

Basic Conditions and Benefits of Employment: These are in line with normal company policies and practices, specific details will be communicated to an applicant should he/she qualify to be interviewed.

Line of Reporting and Communication:

• Responsible To: The General Manager / Assistant General Manager
• Responsible For: Reservations Clerk
• In Communication With: All Hotel departments

Education, Training And Experience Requirements:

• Level of Communication Skills: Must have excellent communication skills. A Foreign language will be an added advantage
• Level of Formal/Professional/Education & Training. Minimum education: College Diploma  Front Office or a similar course.
• Level of Experience in the  Job Advertised: 3 years’ experience in a similar role is required.