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Reservations Agent at The Social House Nairobi
Reservations Agent
The Social House Nairobi
About the job
About Us
At The Social House, we’re more than just a brand; we’re a testament to Authenticity, Resourcefulness, Craftsmanship, and Sparkle. These core values are the compass that guides every aspect of our journey, from the drawing board to the final experience we deliver to our customers. In joining our team, you’re not just taking on a job; you’re embracing an opportunity to make a real impact, innovate within your field, and contribute to a legacy of excellence.
We are currently seeking passionate individuals who resonate with these ideals to become part of our dynamic team. Whether crafting products, designing experiences, or engaging with our guests, you’ll be empowered to bring your unique talents to the forefront, supported by a culture that thrives on creativity and dedication.
As a member of our team, you’ll work in an environment that celebrates your individuality and leverages your strengths, encouraging you to explore new ideas and push boundaries. Your role will be crucial in ensuring that every product, service, and interaction with our guests reflects our commitment to quality, sustainability, and unparalleled customer experiences.
Join us, and let’s create something extraordinary together, imbued with the essence of Authenticity, the ingenuity of Resourcefulness, the dedication of Craftsmanship, and the vibrancy of Sparkle. This is not just a place to work; it’s a place to shine, to contribute to something bigger than yourself, and to leave a mark on the world.”
Job Overview
We are looking for a reservation agent to assist our customers with their booking needs. You will provide various planning and booking services, including answering customers’ questions, making travel suggestions, and booking rooms and tickets. You should be able to up-sell and have excellent knowledge of deals and savings available to customers.
In this role, you will be required to fulfill reservation requests based on room availability and customer preferences. You will also provide customer service support whenever guests face challenges while booking or whenever there are issues of navigating our house website to book a stay.
Duties And Responsibilities
Handle reservation inquiries through different channels as per House’s customer service Standards.
Organizing, making and updating reservations using the Property Management System.
Updating and maintaining an accurate filing system for easy reference.
Apply up-selling, and cross-selling strategies where possible to generate an increment in (room) revenue.
Effective communication of guests’ requests and requirements to the relevant departments to ensure proper matching of the guests’ requirements and requests with our products and services.
Ensure all arrivals for the next day are thoroughly checked ensuring that the reservation details are updated and that the correct market segments and sources have been indicated
Review arrival report daily and spot-check the preceding 3 days’ arrivals, highlighting any VIP’s, special requests, billing instructions, etc.
Responsible for recording and updating Corporate and travel Agent rates and any other contracted rates received from the Sales department both in PMS and correspondence files.
Ensure all guest comments, requests and complaints on the extranets are attended to appropriately and promptly.
Ensure all relevant monthly invoiced payments are reconciled and processed in a timely upon provision of statement and invoice.
Actively participate in training and development programs and maximize opportunities for self-development.
Liaises with sales on group requirements, billing instructions, rooming lists, arrival details and all pertinent information and effectively communicates to the Front of House team.
Requirements, Skills & Abilities
Diploma in Front Office or Hotel Management OR equivalent
Working knowledge of property management systems is required i.e. Opera, Opera Analytics, MC, etc.
Thorough knowledge of customer service, office management and basic bookkeeping procedures
Proficiency in English (oral and written)
Solid knowledge of MS Office, particularly Excel and Word
Knowledge of Revenue Management, reservation and Online Management systems such as Ideas, Synxis, Travel book, Review pro, etc.
Hands-on experience with office machines (e.g. PDQs, scanners and printers)
3 years experience in a similar role
Experience in a 4/5* hotel
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