Reservations Agent - Franchised

Job Number 24118480
Job Category Reservations
Location Protea Hotel Johannesburg Balalaika Sandton, Maude Street, Sandton, South Africa, South Africa VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Protea Balalaika Hotel. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Reservations Agent: The above-mentioned position is currently available within the Reservations Department at Protea Hotel by Marriott Johannesburg Balalaika Sandton. The successful candidate will be responsible for the following:

• Greets guests over the phone in a friendly, courteous manner (within 3 rings).
• Identify guest reservations needs by asking open ended questions and determine appropriate room types and maximize room rate.
• Dealing with incoming enquiries regarding accommodation availability, room types, rates, etc. within the required turnaround time.
• Process all reservation requests, changes and cancellations received by phone and email.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
• Enrolling guests to be Marriott Bonvoy members.
• Explain guarantee, special rate and cancellation policies to callers.
• Verify and record reservation information accurately.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue by upselling rooms and promoting hotel restaurants and other services and facilities to guests.
• Input and access data into reservation systems (Opera and Marsha).
• Identify and record special billing instructions.
• Pre-block all special requests or VIP accommodation accurately.
• Contribute to maximum occupancy of the hotel by assisting in maintaining accurate inventory control for rooms.
• Acknowledge assigned reservation messages.
• Following up and conversion of enquiries is of utmost importance.
• Responsible for tidy administration, including keeping accurate records of all paper transactions, and file all reservations in a systematic order for easy referral.
• Dealing with pro-forma invoices and following-up on payment and vouchers.
• Responsible for online bookings (Third Party Websites).
• Responding to email queries.
• Responsible for Morning Reports, working out reservations statistics and balancing the hotel inventory.
• Assisting with Group & Conferencing enquiries and willing to learn the duties of this role.
• Assisting with Airlines Blocks and splitting of airline reservations.
• Comply with quality assurance expectations and standards.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Perform other reasonable job duties as requested by Supervisors and Managers.

• One year’s prior and recent experience in a Protea Hotel would be beneficial.
• Previous experience in Reservations would be advantageous.
• Good working knowledge of Opera and Marsha will be a distinctive advantage.
• Understanding of BAR (Best Available Rate).
• Experience in MS Word, Outlook & Excel.
• An excellent telephone manner.
• A pleasant disposition.
• Adaptable to change.
• Be self-motivated and be able to take initiatives.
• Be committed to the precise & thorough following of reservations systems & procedures.
• Planning, organizational and time management skills.
• Ability to work accurately under pressure.
• Support all co-workers and treat them with dignity and respect.
• TEAM player with a positive attitude.

The employee must be able to consistently apply the skills and knowledge requirements of the job position in order to meet and exceed the minimum GUEST Service Standards laid down. Please submit or email your CV to kalika@balalaika.co.za by 19th July 2024. The successful candidate will be reporting directly to the Reservations Manager. Unfortunately, it is not always possible to respond to all applicants. Although we shall try to contact you, should you not have heard from us by 22nd July 2024, please consider your application unsuccessful.

This company is an equal opportunity employer.

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Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the ‘Coolest Hotel Brand in South Africa’, join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.