Responsible for building trust, rapport and credibility with clients, guests, and key accounts from the outset and responding to enquiries and making reservations accurately, efficiently and ensuring all relevant information is captured professionally.
KEY FOCUS AREAS
- Handle daily telephonic and email correspondence in a professional manner and according to the MFC protocol and turnaround time.
- Follow up on provisional reservations, process cancellations and amendments according to MFC protocol.
- Maintain reservation records in the MFC reservations system, monitoring arrivals and overbookings.
- Ensure proper booking information is recorded and efficiently communicated for each reservation according to the properties’ requirements.
- Maintain a professional, service orientated presence with Online Travel Agents.
- Assist with general enquiries from guests to the website.
- Book third party services relevant to bookings, including transport and activities.
- Receive timeous payment for non-account holder reservations and advise Finance of the payments received.
- Resolve any guest complaints timeously.
- Maintain a wealth of knowledge on our properties, including room types, locations, layouts, rates and packages available, STO contracts and special arrangements.
- Proactively contribute towards team meetings, providing regular feedback.
- Keep abreast with new experiences, developing tools & technologies, particularly within our competitor set.
- Any other ad hoc tasks or trips as required by manager.
- Be the MFC brand ambassador in your dealings, living the MFC Purpose & Values.
- Maintain and support good relations within the surrounding communities.
- Back up duties for the Groups Reservations Consultant when on leave.
REQUIREMENTS – QUALIFICATIONS AND SKILLS
- Grade 12 (essential).
- Excellent grasp of the English language & communication skills (essential).
- MS Office Suite proficient & knowledge of Sothern Africa travel (essential).
- 2 – 3 years’ experience as a Reservations Consultant or similar role (essential).
- Degree/Diploma in Tourism/Hospitality (advantageous).
- Guest focus philosophy, living the MORE brand and driving the MORE experience.
- Excellent communication skills (written and verbal), practicing honest communication.
- Team player with positive attitude, enthusiasm, and emotional control.
- Excellent time management and self-discipline, interpersonal & problem-solving skills.
- Excellent attention to detail with excellent hygiene principles.
- Proactive, use initiative and creative flair when required.
- Committed and loyal, adaptable, and flexible.
- Must work accurately under pressure.
- People skills – tolerance, patience, and care.
MAXIMIZING YOUR IMPACT AS A MEMBER OF THE MORE FAMILY COLLECTION
- Excellent attention to detail.
- Guest focus philosophy, living the MORE brand and driving the MORE experience.
- Excellent communication skills (written and verbal), practicing honest communication.
- Team player with positive attitude, enthusiasm, and emotional control.
- Excellent time management and self-discipline, interpersonal & solution seeking skills.
- Proactive, use initiative and creative flair when required.
- Committed and loyal, adaptable, and flexible.
- Must work accurately under pressure.
- People skills – tolerance, patience, and care, ability to receive constructive feedback openly.