Reservationist wanted for wine estate

Monday, 4 January, 2021
Shermann Matthews     0827345585
Stellenbosch  

A successful reservationist must have flair and a positive attitude on the telephone as well as in front of guests. She will be based at the estate and will handle calls from guests who want to make a restaurant or room reservation, so she’ll need to understand the menus, rate strategy, be thorough in recording the booking and be quick to spot an opportunity to upsell.
Other aspects of the job can include meeting and greeting clients, liaising with the manager, answering emails and telephone enquiries, and working with the rest of the coordinating team to build customer relations and field complaints.
The Reservationist will report directly to the Food and Beverage Manager and to Guest Relations Manager with regards to Guest house.


The Employee’s responsibilities shall include, among other things, the following:
• Dealing with guests over the telephone as well as face to face interactions;
• Ensure menu is up to date;
• Speak with guests to ensure satisfaction with the booking;
• Maximizing reservations accurately & up-selling;
• Supervise and co-ordinate activities of food and beverage and follow up the weekly program;
• Accept payment from guests for bookings;
• Assist & support Outlets, F&B Admin, with preps for menus, posters, tags & other requirements;
• Taking and inputting reservations / cancellations;
• Negotiating rates if applicable;
• Upselling other offerings at the Wine Estate; and
• Perform any other duties as assigned by Management.
• Prepares for the current and following day’s arrivals to ensure guest satisfaction (special requests, packages/promotions, amenities, VIPs, room type, rate, etc);
• Reviews the following day’s departures to ensure proper billing (promo credits, group billing, share with billing, etc);
• Assists with setting up group billing and confirming group billing profiles while groups are in house;
• Covers the Reception Desk during Receptionist breaks as needed;
• Effectively assists all guests;
• Maintains a high level of customer service;
• Checks-in and check-out guests efficiently and professionally;
• Understands and adhere to proper credit, check cashing and accounting policies and Procedures;
• Posts additional charges to guest accounts during their stay and after departure;
• Researches as necessary the billing of guests when errors have occurred;
• Uses suggestive selling techniques to promote other services at wine estate;
• Works closely with Housekeeping department to ensure availability of rooms;
• Tracks and notes all early arrivals, late departures, room moves, VIP’s and repeat guests, as well as any special requests;
• Answer all emails and give priority to reservations. Should the work-load is of such a nature that all reservations cannot be completed in a reasonable time, the relevant manager be informed to assist and ensure all reservations are answered effectively in a reasonable time;
• Possesses a thorough knowledge of company offerings;
• Be responsible for Weddings, Functions and Events, Marketing, Guest services and Restaurants in helping them making reservations and communicates availability daily; and
• Assists with front desk training efforts.

Requirements for application:
- Hospitality qualification
- 3 years or More in a similar position
- Clear criminal record


If you do not have these requirements, you will not be considered for this position.
Position is available immediately.