The Reservations Executive is responsible for managing the Hotel’s reservation systems and room inventory. The role holder will also be responsible for managing the travel agent and directing guest enquiries.
ABOUT US
Located within the splendor of the Great Rift Valley and by the shores of Lake Naivasha, Enashipai Resort and Spa is a multi award-winning leisure and conference destination offering authentic African hospitality focused on wellness. We pride ourselves in curating unique and memorable experiences for our guests.
Directly Reports to: Reservations and Revenue Manager
Indirectly Reports to: Head of Sales & Marketing
Direct Supervision: None
Broad function:
The Reservations Executive is responsible for managing the Hotel’s reservation systems and room inventory. The role holder will also be responsible for managing the travel agent and directing guest enquiries.
Primary duties and responsibilities:
- Answering and attending to calls and reservations emails in a diligent and timely manner.
- Ensures that all bookings received are keyed correctly into the reservations systems on a daily basis. This includes checking room availability, providing guests with information on rates and amenities, and securing bookings with payments.
- Manages amendments and cancellations on guests’ bookings. This should be in line with the hotel cancellation Policies and according to the inventory status. to ensure no errors on check-in;
- Crosschecking on bookings and arrivals to ensure all bookings are correctly recorded in the system and communicating with Front Office and other departments on special requests.
- Handling individual and direct booking requests and obtaining correct information regarding details of reservation
- Check the arrival list for next-day arrival and also future bookings.
- Help maximise room sales by upselling to a higher category and selling other hotel products e.g. spa, excursions, etc
- Relay and capture relevant information regarding guests’ stay requests and specials to the concerned department to ensure seamless guest handling.
- Communicate with the Front Office, Sales & F&B teams to ensure all information is detailed and accurate to ensure smooth allocation of rooms and check-in; any special requests like cakes, and dietary requirements are actioned.
- Work hand in hand with the sales team to ensure all their reservation requests and group bookings are correctly keyed in the system.
- Keeping detailed records of all reservations, cancellations, and modifications and maintaining guest profiles, which may include information about the guest’s preferences, contact information, and reservation history.
- Report to the Reservations Manager any errors in the system for corrective action
- Handles all customer queries promptly and efficiently and reports any complaints immediately.
- Inventory control and rates monitoring to avoid overbooking and ensure correct pricing of rooms in the system with a clear understanding of the contract, special offers, and rack rates provided;
- Adheres to the discounting policies in place
- Ensures proper filing of documents
- Manages any over-bookings in the system with the Reservations Manager
- Enforces payment and cancellation procedures
- Adhere to all reservations SOPS in place
- Merging of duplicate profiles for TA/TO and Corporates.
- Reconciles all cash collection with accounts on a daily basis
- Perform any other duties as assigned from time to time.
