Comms Agent (Reservations)

The President Hotel; Wes-Kaap; On-site; ZAR 201,000 - 246,000; Full time

Benefits offered by this job

Medical aid contributions

Provident fund contributions

Staff meals on duty

Job summary

The President Hotel in Cape Town is seeking a Reservations Agent to manage bookings, amendments and guest enquiries across all shifts. You will handle OPERA PMS reservations, communicate clearly with guests, and ensure accurate profiles and payment details are maintained.

With at least 2 years in hotel reservations, you will work across front office operations, upsell opportunities, and coordinate with multiple departments to deliver outstanding guest service during day, late and overnight

Qualifications

• Minimum 2 years' experience in hotel reservations within a Front Office environment essential
• Experience handling hotel reservations, amendments, cancellations and booking enquiries
• Strong understanding of Front Office and hotel reservations procedures
• Experience managing telephone, email and other guest enquiries professionally
• Good understanding of hotel room types, rates, packages and reservation policies
• Experience creating and maintaining accurate guest profiles and reservation information
• Understanding of room availability, occupancy and basic revenue principles
• Strong telephone etiquette and professional communication skills
• Excellent written and verbal English communication skills
• Strong guest relations and customer service skills

Responsibilities

• Managing reservation and guest communication enquiries accurately and professionally
• Creating and processing hotel reservations using OPERA PMS
• Processing reservation amendments, cancellations and updates accurately
• Responding to telephone, email and other guest enquiries promptly and professionally
• Providing guests with accurate information regarding room types, availability, rates, packages and hotel facilities
• Ensuring guest profiles, contact information, booking details and special requests are accurately captured on OPERA
• Reviewing reservations carefully to identify missing or incorrect information
• Ensuring special requests and important guest information are communicated to the appropriate departments
• Handling reservation-related questions and resolving guest concerns professionally
• Maintaining clear and professional communication with guests throughout the reservation process
• Identifying appropriate opportunities to upsell room categories, packages and hotel services
• Working closely with Front Office, Guest Experience, Revenue, Sales and other operational departments
• Supporting effective communication between guests and relevant hotel departments
• Maintaining accurate reservation records and completing required administration
• Managing responsibilities confidently and independently during late and overnight shifts
• Ensuring outstanding enquiries and follow-ups are appropriately actioned or handed over between shifts
• Maintaining accurate and detailed shift handovers
• Protecting guest information and maintaining confidentiality at all times
• Maintaining consistently high service standards regardless of shift or time of day
• Ensuring every guest interaction reflects the professional and elevated standards expected at The President Hotel

Skills

OPERA PMS

Reservation handling

Guest communication

Telephone etiquette

Attention to detail

Independent work

Tools

MS Office

CRM tools

Job description

The role operates across a rotating shift structure, and candidates must be willing and able to work day, late and overnight shifts:

• 07h00-16h00
• 14h00-23h00
• 23h00-08h00

The successful candidate must be comfortable working independently during late and overnight shifts while maintaining the same level of accuracy, responsiveness and professional guest service expected throughout the day.

If you have solid hotel reservations experience, enjoy communicating with guests, are confident using OPERA and understand the importance of getting every booking detail right, this opportunity is for you.

Minimum Requirements

• Minimum 2 years' experience in hotel reservations within a Front Office environment essential
• Previous experience within a large, busy hotel environment highly advantageous
• Strong practical working knowledge of OPERA PMS essential
• Experience handling hotel reservations, amendments, cancellations and booking enquiries
• Good understanding of Front Office and hotel reservations procedures
• Experience managing telephone, email and other guest enquiries professionally
• Good understanding of hotel room types, rates, packages and reservation policies
• Experience creating and maintaining accurate guest profiles and reservation information
• Understanding of room availability, occupancy and basic revenue principles
• Strong telephone etiquette and professional communication skills
• Excellent written and verbal English communication skills
• Strong attention to detail and a high level of booking accuracy
• Strong administrative and organisational skills
• Ability to manage multiple enquiries and priorities within a busy hotel environment
• Strong guest relations and customer service skills
• Confident handling guest queries and resolving concerns professionally
• Ability to work independently and remain focused during late and overnight shifts
• Strong computer literacy
• Professional grooming and presentation
• Must be willing and able to work all required shifts: 07h00-16h00, 14h00-23h00 and 23h00-08h00
• Ability to work weekends and public holidays as operationally required
• Reliable transport arrangements, particularly for late and overnight shifts
• South African ID or valid South African work authorisation
• A fully updated CV with contactable reference details is essential

What You'll Be Doing

• Managing reservation and guest communication enquiries accurately and professionally
• Creating and processing hotel reservations using OPERA PMS
• Processing reservation amendments, cancellations and updates accurately
• Responding to telephone, email and other guest enquiries promptly and professionally
• Providing guests with accurate information regarding room types, availability, rates, packages and hotel facilities
• Ensuring guest profiles, contact information, booking details and special requests are accurately captured on OPERA
• Reviewing reservations carefully to identify missing or incorrect information
• Ensuring special requests and important guest information are communicated to the appropriate departments
• Handling reservation-related questions and resolving guest concerns professionally
• Maintaining clear and professional communication with guests throughout the reservation process
• Identifying appropriate opportunities to upsell room categories, packages and hotel services
• Working closely with Front Office, Guest Experience, Revenue, Sales and other operational departments
• Supporting effective communication between guests and relevant hotel departments
• Maintaining accurate reservation records and completing required administration
• Managing responsibilities confidently and independently during late and overnight shifts
• Ensuring outstanding enquiries and follow-ups are appropriately actioned or handed over between shifts
• Maintaining accurate and detailed shift handovers
• Protecting guest information and maintaining confidentiality at all times
• Maintaining consistently high service standards regardless of shift or time of day
• Ensuring every guest interaction reflects the professional and elevated standards expected at The President Hotel

Why Join The President Hotel

• Be part of Cape Town's Most Loved Hotel
• Work within a professional, high-volume 349-room hotel environment
• Gain valuable exposure to Reservations and Front Office operations
• Strengthen your experience using OPERA PMS within a busy hotel environment
• Develop your reservations, guest communication and operational skills
• Work alongside experienced hospitality professionals across multiple departments
• Play an important role in the guest journey from the first enquiry through to arrival
• Be part of our exciting journey toward luxury
• Enjoy a competitive salary, company contributions toward medical aid and provident fund, staff meals on duty and an outstanding team culture