Reservation Agent
  • Cape Town, South Africa
  • Red Carnation Hotels
Job Description


JUNIOR TOUR CONSULTANT - for Red Carnation Africa;

Xigera Safari Lodge

Job Purpose :

To ensure that thehighest standard of performance and service is achieved when reservingaccommodation and additional services for Red Carnation Hotels.

Employee Value Proposition :

Thisposition offers routine and predictability with opportunities to apply youtechnical skills on a daily basis as part of a highly effective team;

whilstoperating within clearly defined standards and expectations; where yourspecialist tour coordination expertise can be recognised.

Organisational Positioning :

  • Department : Reservations
  • Reportingto : RCA Travel Manager
  • Location : Central Reservations Office

Minimum Experience andQualification Required :

  • Grade 12 certificate
  • 1 years experience in a reservations position or 2years experience in a reception position at a reputable operator.
  • Computer literate with working knowledge of Basic MicrosoftOffice Outlook, Word and Excel
  • Microsoft 360 proficient
  • Experience at operator level of a Property ManagementSystems (Opera andTourplan)
  • Outstanding telephone manner
  • Excellent command of the English language - solidEnglish verbal and written communication skills
  • Able to work flexible hours, weekends and public holidays
  • Excellent Southern Africa Product Knowledge

Advantageous Experience and QualificationDesired :

  • Diploma in Hotel Management
  • Exposure to Opera advantageous
  • Exposure toWetu / Safari Portal
  • Dedication to Quality and Good Service CustomerCentric
  • Can-do attitude - Able to make decisions, thinkcritically and problem-solve good emotional intelligence.
  • Collaborative Team Player
  • Research and self-learning ability
  • Good Organisational Skills able to multitaskand time manage and work under pressure.
  • Smart Presentation and grooming
  • Flexible and solution orientated.
  • Excellent attention to detail and accuracy
  • Selling skills Qualify customer needs andprovide accurate and prompt communication.

Key Performance Objectives :

Tobe a Red Carnation Hotel Ambassador by :

  • Actively living our company mission and values andstriving to deliver on our promise of No Request too Large; No Detail tooSmall at all times
  • Owning and practicing our Top 12 Service Standardsevery day in every interpersonal encounter whether with guests, colleagues orsuppliers
  • Ensuring that you are familiar with, and adhere to,the Hotel’s code of conduct as set out in the Employee handbook
  • Creatively seeking opportunities to surprise anddelight our guests by actively listening to them and building positiverelationships and emotional connections
  • Working together with your manager and team to be aseffective and productive as possible by accepting constructive feedback andembracing all training and development opportunities made available to you
  • Being aware of the emergency evacuation, security andfire procedures of the Hotel and to be constantly vigilant of the health,safety and security aspects;

and reporting any risks to the Health and SafetyChairperson and / or Security Manager

  • To actively seize opportunities to minimise our carbonfootprint by reducing wastage as much as possible without compromising on guestservice standards
  • To be happy in your work environment, to makeconstructive observations to improve working conditions and maintain a cultureof teamwork and guest orientated service.

To ensure that guestsreceive an exceptional guest experience that goes beyond their expectationswithin the guidelines of RCH standards by :

Ensuring harmonious relationships exist with otherdepartments, suppliers and international sales managers by maintaining clearand prompt communication between all parties;

and ensuring that allcorrespondence with clients reflects the professionalism of the companystandard and enhances the relationships with key suppliers to Red CarnationAfrica and Xigera Safari Lodge

  • Maximising revenue generating opportunities,whilst enhancing the guest service experience, in accordance with RCA Standards
  • Ensuring that reservations are made and updatedaccurately, efficiently and comprehensively in accordance with RCH and RCAstandards.
  • Ensuring that all reservations related administrationand reporting is completed timeously ensuring accuracy and precision inaccordance with SOP
  • Consult clientson Red Carnation Africa products and services in a professional and politemanner. Providing regular feedback anddelivering on commitments
  • Managing clienttravel files and provide accurate quotes, bookings and supplier correspondencein Tourplan / Wetu / Safari Portal in line with the company SOPs.
  • Create digitalitineraries in line with the operations documents processes
  • Generateaccurate invoices and manage financial tour summaries
  • Accuratelyinvoice bookings within prescribed deadlines and manage tour financialsummaries within the prescribed SPs
  • Maintainpositive booking / service profits by managing costs and avoidance of errors
  • Maintain aconsistently high standard of service and communication with both internalcolleagues and external customers
  • Development andmaintenance of product and destination knowledge, Red Carnation Africa businesssystems and understanding of company policies and procedures and how your roleaffects the business chain
  • Ongoingpersonal development in communication, problem-solving, client management,emotional intelligence and working with different people.

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