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! We offer strategic direction and a full range of marketing, PR & sales representation services. We provide our portfolio of clients with an in-depth industry understanding. We value our relationships with travel professionals immensely and want to ensure we offer property owners and the travel trade a valuable service.