Receptionist

White Oaks Villas are looking for an extraverted, fun and passionate reservationist to join our team. Due to the boutique size of our establishment, our reservationist will work flexible hours and work between the villas and home in the north of Mauritius.

White Oaks Villas are looking for an extraverted, fun and passionate reservationist to join our team. Due to the boutique size of our establishment, our reservationist will work flexible hours and work between the villas and home in the north of Mauritius.  You will provide a personalized service, meeting guests in person, and ensuring that our clients have the most wonderful experience, wanting to return as a result of our team’s excellent service and care.

Key responsibilities:

• Be the first point of contact liaising via travel agents and tour operators as well as through direct bookings on the website.
• Respond to enquiries from potential guests and groups, taking bookings either over the phone or through our reservation system and customizing responses according to your client type from direct booker to travel agent.
• Check availability through the reservation system and correctly allocate room types for available dates, making sure that each reservation maximizes room rates and occupancy.
• Input guest information accurately and respond to special requests, maintaining contact with the client throughout the booking process.
• Accept payment information for reservations, including credit card details, and ensure accurate invoicing. 
• Sending timely confirmation emails or making phone calls to guests to confirm their reservation details. 
• Liaise with the Manager to ensure a daily list of arrivals is up to date and communicated to the manager.
• Ensure all villas are spot checked to our high standard, in advance of guest arrivals and report any maintenance issues to the Manager, so Operations and Maintenance departments can respond accordingly.
• Address guest concerns and handle inquiries about policies, amenities, and resolving any reservation issues that may arise including additional unexpected guests on arrival, updating the systems accordingly.
• Upsell activities and assist guests with booking of additional packages to enhance their stay including an airport shuttle service, car hire and provisions on arrival.
• Provide assistance with guest departures if needed.
• Follow up with a thank you letter and feedback form and update the client database. Analyze feedback and identify areas for improvement and ensure it’s carried through with stakeholders. 
• Pick up any errors or discrepancies in room rates on the OTAs and update OTA extranets and/or the internal booking system with any cancellations, modifications, and no shows as applicable, to ensure accurate commission reconciliation.
• Work on direct booking conversions of guests for their return visits (implementing a loyalty programme) and keep the client database up to date and accurate with detailed notes on preferences and special requests.
• Track future room availability based on reservations and run reports for strategic decision making, providing information to the marketing and revenue teams to plan ahead and maximize occupancy and revenue.
• Establish partnerships with activity companies on the island to enhance our guests’ stay.
• Get involved in social media and marketing for the villas, creating promotional content and newsletters and bringing your innovative ideas to fruition.

Required skills and knowledge:

• A can-do approach with a proactive and enthusiastic personality, eager to contribute to team success and exceed guest expectations.
• Strong communication skills with excellent in-person and phone etiquette.
• Fluent in English (both written and spoken) and French (spoken). Further languages are a bonus.
• A minimum of 2 years’ experience in the hospitality industry.
• Computer literate and proficient in Microsoft Office.
• Experience working with an online booking system such as Nightsbridge or similar.
• Knowledge of OTAs (Booking.com, Expedia, MariDeal) and the travel industry.
• Strong attention to detail, able to prioritize tasks, work well under pressure and with minimal supervision.
• Self – motivated and continuously strive to better your skills and increase your knowledge.

Remuneration:

As per experience and qualifications – basic retainer with commission potential. We look forward to receiving your CV and cover letter to us.