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Reservations Management
Adopt Technology or die
Finding the best reservation system can be hard. We can ease the load by recommending a solution that works for you. At the end of the day, enquiries need to be actioned quickly, accurately and in a friendly manner. A fully-fledged reservations service that includes a professional team, that understands the trade, as well as pays attention to detail is a vital part of the overall marketing of a property.
The reservations team manages all aspects of a booking from first contact to lead conversion.
RESERVATIONS SYSTEM SERVICE
Objectives
General Reservations Service
General Reservations Service
- Convert leads into confirmed bookings
- Monitor and ensure accurate processing of reservations
- Maintain complete knowledge of and comply with all departmental policies/service procedures
- Anticipate guest needs and respond promptly
- Building positive client relationships
- Resolve complaints to ensure guest satisfaction
- Database and Enquiries Management
General Reservations Service
General Reservations Service
General Reservations Service
- Input reservations into the Reservations System
- Provide customer with Invoices and Confirmation terms
- Following up on new enquiries/quotes
- Following up on Provisional bookings
- Convert leads to bookings
- Follow up on payments: Ensure that all bookings have payments in line with the property’s payment terms
- Input reservations into the Reservations System
- Provide customer with Invoices and Confirmation terms
- Following up on new enquiries/quotes
- Following up on Provisional bookings
- Convert leads to bookings
- Follow up on payments: Ensure that all bookings have payments in line with the property’s payment terms
- Keep record of the invoices for accounts
- Capture EFT payments as well as process card payments
- Capture all relevant booking information is captured in the system to ensure that the operational team have all the necessary information to satisfy the guests stay
- Reconciliation of OTA monthly invoices
- Liaising with management with regards to guest requests or complaints
- Hours of operation
- Monday to Friday 08:00 -18:00
- Saturday 09:00 – 16:00
- Sunday 09:00 – 14:00
- Public Holidays 09:00 – 16:00
- Closed 25 December (Christmas) & 1 January (New Year)
Email Management
General Reservations Service
Email Management
- Emails will be responded to within a 2-hour turnaround time
- Reponse to these emails will be geared towards ensuring conversion and may include availability, rates, and additional accurate information
- Product knowledge of the property and surrounding areas
- Answer all questions in the mail (read properly)
- Upsell all services offered by the prop
- Emails will be responded to within a 2-hour turnaround time
- Reponse to these emails will be geared towards ensuring conversion and may include availability, rates, and additional accurate information
- Product knowledge of the property and surrounding areas
- Answer all questions in the mail (read properly)
- Upsell all services offered by the property
- Bespoke Questions that apply to all activities and specials at the property
Telephone Management
Booking Requests and Processes
Booking Requests and Processes
- Answer within 3 rings
- Warm welcoming voice, with a smile on your face
- Thank you for calling Property Name, your name, how can I assist. or Property name, reservations your name how may I assist.
- Important is to be professional and patient as we are the first impression of the guests/agents
- Answer with confidence
- Providing accurate information
- P
- Answer within 3 rings
- Warm welcoming voice, with a smile on your face
- Thank you for calling Property Name, your name, how can I assist. or Property name, reservations your name how may I assist.
- Important is to be professional and patient as we are the first impression of the guests/agents
- Answer with confidence
- Providing accurate information
- Product knowledge of the property and surrounding areas
- Upsell all services offered by the property
- Bespoke Questions that apply to all activities and specials at the property
Booking Requests and Processes
Booking Requests and Processes
Booking Requests and Processes
- Check availability and rates
- Revert to the agent or direct guest
- Once guest or agent confirms we will send the provisional booking
Provisional Booking
- Create reservation on the booking system
- Send provisional invoice and template
- State the provisional expiry date on e-mail
- Add the provisional booking onto basecamp
- Revert to agent/guest with the r
- Check availability and rates
- Revert to the agent or direct guest
- Once guest or agent confirms we will send the provisional booking
Provisional Booking
- Create reservation on the booking system
- Send provisional invoice and template
- State the provisional expiry date on e-mail
- Add the provisional booking onto basecamp
- Revert to agent/guest with the relevant details
- Follow up on the provisional booking on the given date if not confirmed beforehand
Confirmed Booking
- Confirm reservation on booking system
- Update reservation with information received from agent/guest
- Send updated invoice and confirmed template
- Add payment due date on e-mail including any additional information
- Change Basecamp notes to payment/deposit due
- Revert to agent/guest with the relevant details
Financial Aspects
- Follow up on deposit/ payments on the relevant dates.
- Once payment has been received, allocate to the relevant booking (Source dependant: i.e.,CC/EFT)
- Update your payment sheet and send the updated invoice.
- Update your basecamp notes in accordance with the terms and conditions.
Complete Booking Requirements
Booking Requests and Processes
Complete Booking Requirements
What information is requested to complete Direct/Agent Booking
- Full Names
- Contact Information
- Booking source
- Nationality
- Method of payment
Standard Booking Notes (Direct/Agent)
- Full names
- Contact information (POPI ACT)
- ETA – Transfers / Self Drive
- Bed Preference
- Dietary Requirements/Special Requests
- Nationality
Reporting
Reporting
Reporting
Weekly arrival and departure reports
- Exporting a report for the weekend and weeks arrivals and departure
- The report consists of:
- Arrival and departure dates
- Any special requests (ETA, dietary etc)
- Name and Surname of the guest
- Room booked
- Monthly revenue reports
Maintain contact lists/Agents
- STO contact list to be kept updated
General Reservation
Weekly arrival and departure reports
- Exporting a report for the weekend and weeks arrivals and departure
- The report consists of:
- Arrival and departure dates
- Any special requests (ETA, dietary etc)
- Name and Surname of the guest
- Room booked
- Monthly revenue reports
Maintain contact lists/Agents
- STO contact list to be kept updated
General Reservations Support
- Contribute to team effort by accomplishing related results as needed
- Handle sensitive information in a confidential manner (in relation with POPIA)
- Maintain computer and manual filing system
Monthly Financial Duties
- Payment sheets update for 2 months in advance.
- Ensuring the online month end invoices are reckoned
- Prepare and monitor invoices – Account holders
Revenue Management
- Answer and manage property reviews
- Negative reviews pertaining to on property issues will be escalate to property
Included
Reporting
Reporting
- General Reservations Management
- Email Management
- Phone Management
- Availability, Provisional and Confirmed Requests and
- Processes
- Complete Booking Requirements
- Customer Service
- Upsell Additional Services and Upgrades
- Reporting
- Maintain contact lists/Agents
- General Reservations support
- Monthly Financial Duties
- Review management
Excluded
Reporting
Excluded
- Conference bookings
- Event bookings
- Activity bookings
- Flight bookings
- Transfer bookings
- Functions/Weddings
- Restaurant bookings
OTHER SERVICES
Sales Representation
It is important to market your property on an ongoing basis to both the international and domestic tourism trade.
Welcome! I offer strategic direction and a full range of marketing and sales representation services. I provide my portfolio of clients with an in-depth industry understanding. I value my relationships with travel professionals immensely and want to ensure I offer property owners and the travel trade a valuable service.