CAREERS AT NEIGHBOURGOOD

RESERVATIONS
AGENT

Start Date: TBC

Location: Cape Town

Salary: Market Related

Job Type: Permanent

JOB DESCRIPTION

Reports to: Reservations Team Lead

The Reservations Agent is responsible for the first interaction and the first leg of the client experience with Neighbourgood which makes this role vital to the overall Customer Journey at Neighbourgood. In order to maintain the successful customer journey and top customer service, the Reservations Agent, would need to maintain fantastic oversight of all booking platforms which includes email, agent and online platforms, ensuring that response rates are adhered to as well as the tone and voice of Neighbourgood remains strongly present. We are a brand that values the individual and this ethos needs to be present in every guest interaction.

Our Reservations agent would need to be able to efficiently manage their tasks in order to the be able to maintain response times to all clients, ensure payments are received, track VIP guests and maintain quotation turnarounds, as well as ensure that workflows and processes are in place that guarantee consistency throughout our portfolio for all reservations. Relationship building with industry players such as agents and tour operators would also be imperative to ensuring high levels of revenue are maintained across the portfolio.

RESPONSIBILITIES

  • Handles bookings and reservations in accordance with company policies through all booking channels.

  • Ensures that profiles of arriving guests are updated on system.

  • Ensures that all booking notes are correctly updated on the bookings in order to ensure the highest level of service standards.

  • Deals with agent or guest complaints relating to bookings and informs the Reservations/Revenue Manager.

  • Build and maintain relationships with strategic corporate clients and agents

  • Maintains all changes and updates of bookings as per guest and agent requests

  • Receives all direct booking enquiries and responds timeously and in accordance with company policy

  • Ensure that reservations that are not fulfilling operational standards are cancelled in accordance with channel policies and this is communicated to the guests.

  • Update No Shows and Cancellations in the Property Management system and the channel accordingly and line with channel policies.

  • Maintains accurate records of agent bookings where required.

  • Ensures that confirmations of bookings are completed and sent out promptly.

  • Responds to initial enquiries and requests with A 6 hour turnaround.

  • Liaises with departments and provides an update on arrivals, groups, special requests and functions etc.

  • Maintains good communication channels with other departments.

  • Handle any guest complaints where necessary or refer to the Reservations/Revenue Manager.

  • Ensures pro-forma invoices are sent out in time to guests.

  • Follows up with guests on payment of invoices and cancels bookings timeously for non-payment.

  • Assists with the maintenance and control of payment and commission

    procedures for all reservations and through all channels accordingly.

  • Manages waiting lists and turn-a-ways and provisional reservations in order to

    optimize occupancy and revenue by applying yield management.

QUALIFICATIONS & REQUIREMENTS

  • 5+ years professional knowledge and/or work experience

  • Minimum of 5 years in Hospitality and short term rental experience

  • Proven experience of leading high-level of customer service excellence within a hospitality background.

  • Industry/related experience – Hotels and resorts or short term rental experience

  • Strong administrative skills

  • You will be able to demonstrate a high level of agility in a demanding environment and be able to effectively communicate with a broad range of stakeholders.

  • Exceptional communications and time management skills will be considered fundamental together with a motivated and commercially astute approach.

APPLY NOW

careers@neighbourgood.co.za