Senior Reservations Agent (Trade) | Head Office

SUMMARY:
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POSITION INFO:

The Senior Reservations Agent's purpose at The Royal Portfolio is to facilitate our guests’ complete experience by ensuring that they reflect the warm and welcoming atmosphere guests can expect from our group of properties. Our Reservations Agents maximise room revenue and occupancy levels, whilst still achieving exceptional levels of customer satisfaction, by effectively assisting agents and guests, whilst upholding the purpose of The Royal Portfolio, which is “To give our guests a complete experience and a perfect stay.”

MAIN DUTIES & RESPONSIBILITIES

• To provide accurate and timeous information to Retail, Wholesale and OTA trade as well as SA Resident and Royal Members Club (RMC) guests, with regards to all queries about The Royal Portfolio properties.
• Offer advice based on your expertise about the properties as well as additional activities our properties offer or guided experiences with 3rd party suppliers – it’s not just about the room it’s the full experience.
• To manage The Royal Portfolio inventory effectively as well as maintain the relationships with both Trade and Guests in order to maximise sales and revenue from all channels.
• Finance - Deposits, Cancellations & Commissions
• Online booking channels
• Liaise and communicate with internal stakeholders effectively
• Maintain a workable office environment, by ensuring that all information is retrievable by all office staff

REQUIREMENTS, QUALIFICATIONS & EXPECTATIONS

• At least 8 years’ experience in a Reservations, Front Office, Guest Liaison or Concierge role in a luxury hotel, lodge or head office environment 
• A tertiary qualification in a relevant subject (Hospitality, Tourism, Marketing a distinct advantage)

• Systems experience:

  • PMS System – Opera

  • OTA Systems – Booking.com, Expedia, Trip.com

  • Channel Manager – SynXis

  • Online Credit Card systems – Paygate, Roam

  • Microsoft programmes (Outlook, Excel, Onedrive)

• Passion for the Hospitality & Service Industry
• A good understanding of luxury brands and/or boutique hotels
• Exceptional written and verbal communication in English
• Exceptional organisational skills with high attention to detail
• Ability to multi-task and work in a fast-paced environment
• Positive attitude and highly responsive
• Highly self-motivated and ability to take initiative 
• Ability to complete tasks timeously and accurately
• Team player

It is important that the candidate is able to work as part of a team and is a good cultural fit for The Royal Portfolio.
South African citizenship is advantageous. A valid work permit is essential if you are not in possession of a South African ID document.