Careers at Newmark 

Description:

Responsible for providing guided tours, hosting, conservation, wildlife management and assisting the hotel food and beverage department with catering services such as serving and bartending for guests

Qualifications:

• At least 4 years’ experience
• FGASA level 1/NQF2 or NQF4
• CATHSSETA Certificate
• PDP/Driver’s licence
• First Aid

Core Competencies:

• Extensive Knowledge of Drink Mixing and Garnishing
• Strong Communication Skills
• Positive Attitude
• Personable demeanour
• Multitasking abilities
• Attention to Detail
• Mature and responsible
• Welcoming and friendly personality
• Wildlife knowledge, able to handle animals with care
• Strong Knowledge on sustainability and conservation
• Strong knowledge in animal handling
• Ability to handle a firearm – if required, should hold a valid and appropriate firearm license
• Hands on approach towards the guest service
• Excellent guest interaction skills
• Passionate and pro-active towards personal growth and training
• Fire management capabilities
• Knowledge in poaching activities
• Strong Observational Skills
• Conflict Resolution
• Computer Literacy

Duties & Responsibilities:

• Always adhere to company policies & procedures & code of conduct
• Greeting and welcoming customers to the tour
• Game drives & guided walks
• Hosting at dinner / drinks
• Always ensuring guest safety
• Problem animal control
• Assist with guest luggage
• Showing guests around the lodge on orientation
• Site inspections, when required
• Always going to extra mile to ensure guest stay if unforgettable
• Go on drives with other rangers to improve your knowledge
• Guest pick-ups, drop-offs & escort to/ from the airstrip / gates
• Assist with staff transfer
• Assist with game drive linkups & vehicle recoveries
• Assist with lodge maintenance when requested
• Assist in curio shop & encourage sales
• Communicate special requests/problems to the relevant personnel, Maintain your allocated vehicle & ensure vehicle is in order, daily
• Maintain viewing aids to the best of your ability & do daily/weekly checks
• Clean you rifle & ammunition
• Handle your firearm with caution
• Clean your equipment on a regular basis
• Ensure your uniform is clean & tidy
• Fire-fighting
• Assist with anti-poaching
• Pass the shooting evaluations for open vehicle game drives & walking
• Assist in the workshop when needed
• Attend morning meetings & all other meetings when required
• Assist other guides

Should you meet the requirements, please send your CV to recruitment@newmarkhotels.com

A night auditor is responsible for the overnight audit process and accounting functions such as daily reporting of revenues and accounts payables, transaction audits and verifications, and preparation of final statements for the next day's check-outs. They may also perform reception duties for late-night guests.

Their duties include helping guest’s check-in or check out, reviewing guest payments and other details from the day shift to ensure guests provided payment for their stay or any additional requests and acting as a point of communication for customer needs. You must ensure that the quality and integrity of the establishment are maintained just as diligently as they are during the day.

ROLES AND RESPONSIBILITIES

All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient, and organized as well as well presented, tidy and professional. 

• Ensure that all company policies, procedures and SOPs are adhere to.
• Ensure that all arrivals have been checked into the hotel and that registration forms have been completed and updated as per the hotel’s procedure.
• Ensure that all departures for the day have been checked out and if any guest has extended that they are checked back in with payment.
• Balance all cash ups and pre-lists received by reception, F&B outlets and Events.
• Ensure that emergency /contingency reports are printed and filed
• Ensure that guest folios are checked and that all dockets have been processed/posted on to the correct guest bills
• Balance and close P.O.S systems that link with Front office systems in accordance with laid down procedures and report any discrepancies to Night Manager, FOM and Assistant FOM.
• Balance all credit cards receipts with speed point batch reports daily and report any discrepancies with Night Manager, FOM and Assistant FOM
• Update the relevant statistics/revenue/handover reports.
• Ensure all rate codes, market segments, source, channel codes and packages are entered correctly on PMS system and report any variances for Night Manager, FOM and Assistant FOM.
• Ensure that all guest folios do not exceed the daily limit – R5000
• Ensure that pre- and post-night audit procedures follow and execute and report any errors.
• Update End of day reports
• Print and prepare night audit pack for finance and HOD’s as per the hotel’s procedure.
• Be fully aware of the emergency procedure (i.e. in case of fire) defined in the Emergency Evacuation Operations Plan and be able to handle such situations.
• Handle visitors during the night shift in a professional and effective manner in liaison with security.
• Check and respond to all emails pertaining to reception enquiries, and forward enquiries relating to other departments to the relevant HOD. 
• Schedule wake-up calls and liaise with FOM for any morning requests. 
• Contacting guests x5nr of days before they arrive, if necessary, and obtain important information such as dietary requirements, bed setups, special occasions etc. 
• Daily update of the day sheet during the day, if necessary, with updated F&B or room information 
• Retrieving all the necessary information from Opera to complete the day sheet for the next day. 
• Check and respond to all emails pertaining to reception enquiries, and forward enquiries relating to other departments to the relevant HOD 
• Review reservations, and escalate any issues raised. 
• Administer Postings and Payments on Opera  
• Admin work for Curio & Tips  
• Department Stock Count  
• Complete Pit-checks  
• Complete courtesy calls  
• Complete daily checklists 
•  

CORE COMPETENCIES

• A Minimum of 2 years’ experience in this role and within hotels
• Opera experience is required
• Great organizational skills
• Mathematically inclined
• Excellent communicator
• Confident individual
• Must be able to multitask
• Must be able to work under pressure and with a high volume of inquiries
• Good at time management
• Attention to detail
• Customer service
• Positive attitude
• Good team player
• Act in good faith & in the best interest of the Company at all times
• Must be able to work shifts & weekends
• Presentable, well-spoken individual

Should you meet the requirements, please send your CV to hrmanager@qwabi.com

Core Competencies

• Communication
• Multitasking
• Organization

Duties and Responsibilities

• Teamwork and communication are vital.
• By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed the guests’ expectations.
• The highest level of courtesy is expected – be friendly, interactive, efficient and organised as well as well presented, tidy and professional.
• Reception is the central hub of information for the lodge. You must be able to assist guests with general enquiries relating to all services offered at the lodge.
• Ensure smooth flow of information to other departments and ensure guest’s requests are met.
• Check-in of guests: ensuring that this integral step in the guest experience is smooth and adheres to the lodge standards.
• Check-out of guests: ensuring that we leave a lasting positive impression on guests and continue the service standard right until the last moment when they leave
• Contacting guests x nr of days before they arrive, if necessary, and obtain important information such as dietary requirements, bed setups, special occasions etc.
• Daily update of the day sheet during the day, if necessary, with updated F&B or room information
• Retrieving all the necessary information from Opera to complete the day sheet for the next day
• Check and respond to all emails pertaining to reception enquiries, and forward enquiries relating to other departments to the relevant HOD
• Review reservations, and escalate any issues raised
• Complete courtesy calls
• Complete daily checklists

Duties and Responsibilities

• As a commis chef, you would be working on a variety of stations in a mid to high volume kitchen environment.
• You are responsible for creating an exceptional culinary experience for the guests through preparation, cooking and food presentation.
• Must adhere to all sanitation regulations and requirements and responsible for the correct handling and preparation of all food items and equipment. 
• This position will also assist the Chef de partie (CDP) or Sous Chef to plan and prepare quality service for the food and beverage production department.
• Commis chefs are novice chefs who work in commercial kitchens to expand their culinary knowledge and skills.
• They perform various kitchen duties in meal preparations, receiving deliveries, and rotating stock

Core Competencies

• Basic knowledge of all sections.
• Ability to work under supervision of a limited range.
• Ability to produce good quality basic food
• Understanding of health and safety
• Understanding of basic food hygiene practices
• Good oral communication

Should you meet the requirements, please send your CV to hrmanager@qwabi.com

Duties and Responsibilities

• A Chef de Partie runs a specific section in a kitchen, and report to the Sous Chef
• The role is made up of many varying responsibilities including preparing, cooking, and presenting high quality dishes within the speciality section.  
• You are responsible for creating an exceptional culinary experience for the guests through preparation, cooking and food presentation
• The role is made up of many varying responsibilities including preparing, cooking, and presenting high quality dishes within the speciality section
• To ensure that mise en place requirements are planned, actioned, and handed over in accordance with SOP
• Works with Chefs to ensure seasoning, portions, and appearance of food.
• Supervises the proper set-up of each item on menus and insures their readiness
• Orders adequate supplies for own section and set up is in place for section
• Ensures that food from own section is delivered on time
• Stores excess food properly to avoid wastage
• Follows proper safety, hygiene, and sanitation practices
• Ensures readiness and makes priorities in case of last-minute changes to reservations
• Maintains an exact record of preparation, and presentation specifications of all dishes produced in the section in a file which is always kept at the section for reference
• Confers closely with the Sous Chef and takes every opportunity to become familiar with all aspects of his or her position, to be ready to fill in whenever required
• Helps employees to achieve optimum quality. Knows how to follow applicable laws regarding food safety and sanitation
• Co-ordinates job tasks with staff in own section.

Core Competencies

• Basic knowledge of all sections
• Ability to work under supervision of a limited range
• Ability to produce good quality food.
• Understanding of health and safety.
• Understanding of basic food hygiene practices
• Good oral communication
• Commitment to quality
• Multitasking.
• Attention to detail
• Cleanliness.
• Time management
• Organization
• Interpersonal skills
• Excellent use of various cooking methods, ingredients, equipment, tools and processes.

Should you meet the requirements, please send your CV to hrmanager@qwabi.com

JOB SUMMARY

We are looking to appoint a dedicated and committed Field Guide.  An opportunity to work in a prestige Game Reserve in the Great Karoo. This is a fantastic opportunity to grow and gain experience as a guide, the role will not only be guiding and interpretation, but the successful candidate will also be expected to be involved with reserve work and assist with research in the conservation field.

Duties and Responsibilities include:

• Game Drives.
• Hosting of Guests.
• Reserve and General Maintenance.
• Prepare & present informative presentations.
• Monitoring of key species.
• Data collection.
• Assist with security.
• Willing to assist in all departments.
•  

Requirements:

• FGASA NQF2/NQF4
• Advanced Rifle Handling (ARH) would be an advantage.
• Valid NDT registration.
• Valid PrDP license.
• Valid First Aid certificate.
• Previous experience as a Field Guide.
• Computer literacy skills including Excel, Word, Power point.
• Fluent in English and Afrikaans spoken and written.
• Positive, passionate attitude and sense of responsibility.
•  

Other skills/experience required:

• 4x4 and off-road driving experience.
• Ability to work in a team environment.
• Excellent communication skills and the ability to interact with people from diverse backgrounds.
• Excellent organization skills, punctuality, commitment, and precision.
• Pro-activity, self-motivation, flexibility.
•  

Benefits:

• Salary: Industry related depending on qualification and experience.
• Accommodation on site, uniform and monthly food allowance included.
• Start date: Immediately.
• Work cycle: 6 weeks on duty & 2 weeks days off time.

Please send your CV to recruitment@newmarkhotels.com

Should you not received feedback within 2 weeks, please consider your application as unsuccessful.

Overview

The role is for an experienced Reservations Team leader to assist in managing the day to day running of the department. A well-rounded and reliable individual that would enjoy working in a fast paced and pressurized environment. Thrive in maintaining customer satisfaction and contributing to the company's success. Seeking to pursue a position to enhance the reservations department by ensuring that our properties, guests and agents come first and that the team are always supported. To ensure that departmental policies procedures are adhered to. To support the leadership team in all aspects in maximizing the efficiency, standards and professionalism of the Reservations Department.

Requirements

• Quality focussed
• A positive and professional attitude
• Previous Hospitality experience is required
• Exceptional time management, communication skills, and customer service
• Opera experience is essential
• Previous experience of working in a luxury hotel
• Meticulous attention to detail, proven administration and exceptional organisational skills
• Adaptability and flexibility
• Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
• Have excellent communication skills to communicate with the customers, colleagues and team members
• Min. 3 years in Reservations
• Leadership Skills
• Organization skills

Duties & Responsibilities

• To set an excellent example for the team to follow
• Make sure you and the team are aware of all hotel programs, services, accommodations types, promotions, rates, and facilities
• Help the reservation team in their role, by offering to them all the technical information and tools required for their role to engage and assist guests in an informed and professional manner
• Make sure that the reservations team and hotel teams are completely aware about all the high season dates, special offers, closed dates, min. night stays etc
• Keep a positive and professional environment within the team and workplace
• Collaborate with the sales and revenue teams as well as our properties
• Making sure the team is aware and understands all promotions and specials and that they are booked correctly
• Monitor all reservations to ensure its up to standard and that the information filtering though is correct and as per standard
• Know all the hotel policies, procedures and payment methods.
• Ensure our turnaround time is met
• Instruct the team and properties on how to proceed and follow through with cancellations & no shows
• Quality check all bookings before the guests arrival – 7 days out
• Conduct arrival meetings with each property on a weekly basis
• Make sure that we yield on room type and rates to ensure maximum revenue
• Resolving any overbookings
• • Responsible for flatlining of availability
• • Manage the VIP Request and the special request in a professional manner
• • Complete the required training for you / the reservation team
• • Have a strong knowledge about the hotel’s products and services, also train the staff with all the products and services.
• • Assign tasks to the different team members
• • Allocation of emails and flagging /assigning urgent requests
• • Problem solving as they arise
• • To deal with all cancellations and amendments in accordance with the Company procedure
• • Counters any objections with a suitable and structured sales argument
• • Maintain a comprehensive filing system with documentation of reservations, reports and restrictions
• Adhere to and enforce all company and departmental policies and procedures
• • Adhere to performance management procedures and HR policies to ensure any issues within the reservations and office teams are addressed effectively and promptly
•  • Resolve customer issues and requests in an efficient and timely manner while following established policies and procedures
• • Additional projects as assigned
• • Supervises, plans and manages functions related to day to day activities in the work area
• • Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary
• • Ensure that all team members obtain the appropriate training and support to best apply their knowledge and skills on the job
• • Monitor the accurate input of all Reservations into system
• • Assist with groups when required
• • Handle all reservations queries from Team Members/Colleagues/Guests & Travel Partners
• • Review reservations/cancellations daily
• • Training and induction of new team members
• • Goal setting, performance management and motivation of team
• • Facilitation of the resolution of any issues that affect productivity
• • Reviewing and updating reservations data according to the departmental standards
• • Responsible for updating/maintaining necessary database and spreadsheets
• • Generate daily, weekly, and monthly reports as needed
• • Assist with reservations related PM accounts

All employees may be required to complete other reasonable tasks as part of the successful operation of Newmark Hotels, Reserves & Lodges. Team work and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient and organised as well as well presented, tidy and professional

Should you meet the requirements, please send your CV to recruitment@newmarkhotels.com

Job Offering

We are offering an exciting opportunity to lead the development of a new food and beverage concept, as well as an event space, at one of our premier hotels in Mauritius. You will play a key role in the conceptualization and launch of the project, while also overseeing on-property marketing for various outlets. This position offers a beautiful location and significant career growth potential. The role is based in Mauritius, and we will provide relocation support.

Should you meet the requirements, please send your CV to recruitment@newmarkhotels.com

OVERVIEW

Reservationists are front line professionals who facilitate the promotion, sales and booking of the hotel's products and services. They must have excellent communication and customer service skills. They are responsible for ensuring a seamless reservations process from start to end.

All employees may be required to complete other reasonable tasks as part of the successful day-to-day operation of the hotel. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient, and organized as well as well presented, tidy and professional.

DUTIES & RESPONSIBILITES

• Making reservations for all properties and preparing rate proposals.
• Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest and operationally.
• Answer reservations call in a pleasant and courteous manner, in accordance with the required standards.
• Up-selling, when appropriate, by informing guests of special packages, or higher room categories to increase revenue.
• Assist & maintain an efficient administration system within the department. Ensure all quotations are followed up on timeously.
• You may be required to manage room blocks and all sizes of group bookings. Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager as needed.
• Establish and quote rates within the limits of the authorized rates. Familiarize yourself and learn each product’s offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Assist with the booking of transfers, and other requests such as dinners by communicating with necessary departments or suppliers.
• Report any rate, system discrepancy to the Reservations supervisor and all overbookings.
• Escalate all complaints.
• Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
• Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.
• Ensure accurate and detailed capturing of bookings as per standard. Check and respond to all emails within the required turnaround time.
• Ensure that all reservations (telephonic, e-mail and online) are processed correctly and as per standard.
• Ensure reservations vouchers have been recorded and allocated correctly. Attend training when required.
• Manage the OTA extranet/s.
• Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
• Complete the daily reservations checklist

SKILLS

• Quality focused
• Great communication skills, written and verbal
• Energetic and friendly personality
• A positive and professional attitude
• Previous Hospitality experience is required
• Exceptional time management, communication skills, and customer service
• Opera experience is essential
• Meticulous attention to detail, proven administration and exceptional organisational skills Adaptability and flexibility
• Feel comfortable working in a fast-paced environment requiring multitasking and problem solving

All employees may be required to complete other reasonable tasks as part of the successful operation of Newmark Hotels, Reserves & Lodges. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient and organised as well as well presented, tidy and professional.

OVERVIEW

The Group Reservations Agent is responsible for handling all group and series reservation inquiries and cancellations in an attentive, courteous and efficient manner and quoting available rates to maximize room revenue. Being able to multitask is critical along with handling a very large workload.

DUTIES & RESPONSIBILITES

• Communication and Coordination: Serve as the primary liaison between the hotel and Newmark Head Office to ensure seamless coordination of group reservations, conferences, and custom events. Maintain regular, clear communication with operations teams, the head office, and clients to ensure expectations are met and any modifications are promptly shared.
• Reservation and Revenue Management: Handle all aspects of group reservations, including inquiries, changes, and cancellations, with attention to maximizing room and event revenue. Provide detailed quotations for events and group bookings, prepare rate proposals, and upsell premium packages or room categories to boost revenue.
• Administrative and Record-Keeping Duties: Maintain accurate records of guest bookings, payments, room blocks, and any additional information needed for operations. Process payments, invoices, and deposit allocations efficiently, while organizing an effective filing system for group records and creating daily worksheets for team reference.
• Guest and Client Relations: Meet with group leaders upon arrival to discuss requirements, ensuring a smooth experience. Respond to guest complaints and special requests, such as transportation or dinner reservations, while coordinating closely with internal teams and suppliers. Proactively assist with general inquiries on offerings, special packages, and events.
• Operational Support and Reporting: Regularly prepare and update group files, PM sheets, group block notes, and other documents to keep track of group requirements and schedules. Coordinate with head office representatives and conduct site inspections to ensure all events align with brand standards. Create detailed handovers and reports for ongoing and completed group stays, maintaining a complete record of each group’s experience.
• Training and Quality Assurance: Stay updated on all products, rates, and procedures through relevant training. Address any rate or system discrepancies with the Reservations Supervisor and uphold a high standard of service in all areas of guest interaction

SKILLS & KNOWLEDGE REQUIRED

• Quality focussed
• Great communication skills, written and verbal
• Energetic and friendly personality
• A positive and professional attitude
• Previous Hospitality experience is required
• Exceptional time management, communication skills, and customer service
• Opera experience is essential
• Meticulous attention to detail, proven administration and exceptional organisational skills
• Adaptability and flexibility
• Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
• Previous experience handling groups and series reservations
• Computer Literacy: Opera, Word & Excel.

QUALIFICATIONS

• Previous hospitality experience, specifically in handling group and series reservations, is required.
• Experience with Opera (PMS) is essential.
• Strong communication skills, both written and verbal, with an emphasis on clear, effective communication between the hotel and head office.
• Detail-oriented with exceptional organizational skills.
• Ability to work effectively in a fast-paced environment that requires multitasking and problem-solving.
• Quality-focused with a friendly, energetic, and professional attitude.
• Comfortable with computers, particularly Opera, Word, and Excel.
• Adaptable and flexible in managing multiple tasks simultaneously

Please send CV to recruitment@newmarkhotels.com

Should you not receive feedback within 2weeks of application, please consider your application as unsuccessful.

Overview

Reservationists are front line professionals who facilitate the promotion, sales and booking of the hotel’s products and services. They must have excellent communication and customer service skills. They are responsible for ensuring a seamless reservations process from start to end.

The Group Reservations Agent is responsible for handling all group and series reservation inquiries and cancellations in an attentive, courteous and efficient manner and quoting available rates to maximize room revenue. Being able to multitask is critical along with handling a very large workload

Qualifications

• Quality focussed
• Great communication skills, written and verbal
• Energetic and friendly personality
• A positive and professional attitude
• Previous Hospitality experience is required
• Exceptional time management, communication skills, and customer service
• Opera experience is essential
• Meticulous attention to detail, proven administration and exceptional organisational skills
• Adaptability and flexibility
• Feel comfortable working in a fast-paced environment requiring multitasking and problem solving
• Previous experience handling groups and series reservations
• Computer Literacy: Opera, Word & Excel.

Duties & Responsibilities

• Making reservations for all properties and preparing rate proposals.
• Ensure accurate records about guests’ bookings, payments, and any additional information that hotel team members might need when interacting with a guest and operationally.
• Answer reservations call in a pleasant and courteous manner, in accordance with the required standards.
• Up-selling, when appropriate, by informing guests of special packages, or higher room categories to increase revenue.
• Assist & maintain an efficient administration system within the department. • Ensure all quotations are followed up on timeously.
• You may be required to manage room blocks and all sizes of group bookings.
• Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager as needed.
• Establish and quote rates within the limits of the authorized rates.
• Familiarize yourself and learn each products’ offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Assist with the booking of transfers, and other requests such as dinners by communicating with necessary departments or suppliers.
• Report any rate, system discrepancy to the Reservations supervisor and all overbookings.
• Escalate all complaints.
• Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
• Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Pay Genius payments, un-allocated deposits etc.
• Ensure accurate and detailed capturing of bookings as per standard.
• Check and respond to all emails within the required turnaround time.
• Ensure that all reservations (telephonic, e-mail and online) are processed correctly and as per standard.
• Ensure reservations vouchers have been recorded and allocated correctly.
• Attend training when required.
• Manage the OTA extranet/s.
• Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.
• Complete the daily reservations checklist Process all group reservation requests, changes and cancellations received.
• Enter and/or modify group block in system to ensure inventory, stay dates, cancellation policy, deposit requirement and booking procedure are reflected correctly.
• Maintain accurate filing system for groups and ensure that each group block is traced.
• Create and update group block notes to provide relevant data pertaining to all group reservations and coordinate with other departments as needed to provide group reservation information and group needs as specified in contract.
• Provide and maintain reports and records of all groups during stay and after departure and follow up on any group inquiries.
• Perform other duties as assigned such as running daily reports, e.g. the cancellations, bookings, or arrivals reports.
• Effectively manage the reservations team and manage any HR issues timeously
• Check and respond to all emails
• Effectively manage any escalated queries that arise within or in relation to reservations
• Complete any required reporting.
• Preparing of group handovers
• Update and maintain our group revenue/quotation sheet
• Update and maintain the group tour series document
• Attend the necessary training where needed

Should you meet the requirements, please send your cv to recruitment@newmarkhotels.com

Overview

As a Reservations Call Centre Agent, you will play a crucial role in providing exceptional customer service and facilitating reservations for our guests. Your primary responsibility will be to handle incoming calls from guests and clients and assist them in booking reservations and ensure a seamless booking process. You will represent our company as the first point of contact for customers seeking information about our services and accommodations. To continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations.

Duties & Responsibilities

 • Answer reservations calls in a pleasant and courteous manner, in accordance with the required departmental standards.

• Making reservations for all properties within our portfolio and preparing rate proposals.

• Ensure accurate records relating to guests’ profiles, bookings, payments, and any additional information that hotel team members might need when interacting with a guest and operationally.

• Up-selling, when appropriate, by informing guests of special packages, or higher room categories to increase revenue.

• Assist & maintain an efficient administration system within the department.

• Ensure all quotations are followed up on timeously.

• Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager as needed.

• Establish and quote rates within the limits of the authorized rates.

• Familiarize yourself and learn each product’s offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.

• Assist with the booking of transfers, and other requests such as dinners by communicating with necessary departments or suppliers.

• Report any rate, system discrepancy to the Reservations supervisor and all overbookings.

• Escalate all complaints.

• Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.

• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.

• Making sure all internal worksheets are completed and updated daily.

• Ensure accurate and detailed capturing of bookings as per standard.

• Check and respond to all emails within the required turnaround time. • Attend training when required.

• Perform your duties in the required standard for your role and ensure that you work in a manner that complies with any applicable quality assurance standards and your department’s standard operating procedures.

• Complete the daily call centre checklist

Qualifications

• Quality focussed and Meticulous attention to detail

• Great communication skills, written and verbal

• Energetic and friendly personality

• A positive and professional attitude

• Previous Hospitality experience is an advantage

• Exceptional customer service

• Opera experience is an advantage

• Adaptability and flexibility

• Able to think on your feet

• Feel comfortable working in a fast-paced environment requiring multitasking and problem solving

• Being able to work independently and as part of a team

• Previous call centre experience is an advantage

For internal circulation All employees may be required to complete other reasonable tasks as part of the successful operation of Newmark Hotels, Reserves & Lodges. Teamwork and communication are vital. By continuously working hard at establishing and nurturing relationships to provide a level of service excellence that will exceed guests’ expectations. The highest level of courtesy is expected - be friendly, interactive, efficient and organised as well as well presented, tidy and professional.

Should you meet the requirements, please send your CV to recruitment@newmarkhotels.com

DUTIES & RESPONSIBILITIES

• Assume responsibility for front of house guest experience and five-star standards of service
• Ensure that all company policies, procedures and standard operating processes are carried out consistently
• Ensure safety of all guests and attend to issues promptly
• Supervise the activities of F&B team service, as well as food presentation and quality
• Attend to guest complaints satisfactorily and escalate any unresolved matters
• Continually manage and maintain the highest standards of cleanliness and hygiene within the property
• Assume back up management responsibility on lodge managers absence

REQUIREMENTS

• Min 1 years’ experience in a similar 4* or 5* environment
• Hotel Management Diploma and/or equivalent qualification will be an advantage

CORE COMPETENCIES

• Clear communication skills (written and verbal)
• Excellent attention to detail, initiative & interpersonal skills
• Excellent organizational skills
• Presentable, well-spoken and professional individual
• High guest centric approach
• Must be able to provide and ensure an overall guest service
• Must be able to work independently

Offerings

• Market related salary
• Accommodation included

Should you meet the requirements, please send your cv to recruitment@newmarkhotels.com