Reservations Clerk

Shortletsmalta Limited is a leader in Short Term Rentals with a track record of providing high-end holiday accommodation to tourists visiting our Islands. We currently require the services of a full-time Reservations Clerk to manage all bookings whilst maintaining the high quality of service that we provide to our guests.

Duties and responsibilities:

• Assists guests in making, changing, and canceling reservations.
• Understands front office operating procedures and required guest service standards
• Prepares for the current day’s arrivals to ensure guest satisfaction (special requests, packages/promos, amenities, VIPs, room type, rate, etc).
• Reviews the following day’s departures to ensure proper billing (promo credits, group billing, share with billing, etc).
• Participates in yield management strategies and monitors online bookings.
• Pre-bills online travel agent bookings by using virtual credit cards while verifying billing are set up properly and accurately.
• Prepares for the following day’s arrivals to ensure guest satisfaction (special requests, packages/promos, amenities, VIPs, room type, rate, etc).
• Completes weekly and monthly office supply orders as needed.
• Is proficient in all Front Desk operations and standards and assists at the Front Desk when applicable.
• Understands and adheres to proper credit, check to cash, and accounting policies and procedures.
• Posts additional charges to guest accounts during their stay and after departure.
• Researches as necessary the billing of guests when errors have occurred.
• Knows reservations, room types, locations, and rates to up-sell upon prior to arrival and during the check-in process.
• Uses suggestive selling techniques to (up) sell holiday apartments and to promote other services at the hotel.
• Works closely with housekeeping department to ensure availability of rooms and holiday rental types.
• Tracks and notes all early arrivals, late departures, room moves, VIP and repeat guests, as well as any special requests.
• Uses proper mail, package, and message handling procedures; logs mail as necessary.
• Checking for and issuing stop sales.
• Follows up on the duty manager's reports/emails on a daily basis and completes any requests.
• Preparing daily / weekly reports as required.
• Possesses knowledge of daily activities, groups, events, etc.
• Assists marketing, guest services, and sales department with reservations and communicates availability daily.

Requirements:

• Minimum one year of experience in a similar role.
• Fluent in English and at least another European language.
• Excellent customer service skills.
• Be able to work on your own initiative.
• Can work under pressure.
• Computer literate, conversant with MS Office applications, and can use specific software related to the operations.
• Possess excellent verbal and written communication skills;
• Organised, takes initiative, and smart in appearance;
• Have a positive outlook and be proactive to handle client requests.