Reservations Management

• 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)

• 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

• 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

• 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.

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