Comms Centre Agent (Reservations)

The President Hotel; Wes-Kaap; On-site; ZAR 180,000 - 240,000; Full time

Job summary

The President Hotel in Cape Town seeks an experienced Reservations Agent for a busy, high-volume city hotel. A minimum of 2 years’ reservations experience and OPERA PMS proficiency are essential, as the role operates in a 24-hour reservations environment with rotating overnights.

You will handle reservations across channels, upsell rooms and services, and maintain accurate guest profiles while collaborating with Front Office, Revenue and Sales to optimise revenue and guest experiences.

Qualifications

• Minimum 2 years’ experience as a Reservations Agent in a large, high-volume city hotel.
• Proficient with OPERA PMS and reservation systems.
• Willing to work rotating shifts including overnights.
• Strong guest-service orientation and precise attention to detail.

Responsibilities

• Manage reservations across all channels accurately and efficiently.
• Process amendments, cancellations and guest inquiries promptly.
• Upsell rooms, packages and hotel services where appropriate.
• Coordinate with Front Office, Revenue and Sales to optimise revenue.
• Maintain accurate guest profiles and booking details.

Skills

Reservations experience

Excellent guest service

Strong communication

Attention to detail

Tools

OPERA PMS

Job description

As we continue our journey toward luxury, we’re looking for an experienced Reservations Agent with a minimum of 2 years’ dedicated reservations experience within a large, high-volume city hotel environment. Strong working experience on OPERA PMS is essential.

This position operates across a 24-hour reservations environment, and candidates must be willing and able to work a rotating shift schedule, including overnight shifts from 23h00 to 08h00.

The required shifts include:
07h00 – 16h00
14h00 – 23h00
23h00 – 08h00

If you have solid hotel reservations experience, are confident working independently during late and overnight shifts, understand the importance of accuracy and revenue optimisation, and enjoy creating excellent guest experiences from the first point of contact, this opportunity is for you.

Minimum Requirements

• Minimum 2 years’ experience as a Reservations Agent / Reservationist within a large, high-volume city hotel environment
  - Previous hotel reservations experience is essential – general reception experience alone will not meet the requirements of this position
  - Strong working knowledge and practical experience using OPERA PMS essential
  - Experience managing individual reservations, amendments, cancellations and guest booking enquiries
  - Good understanding of hotel room types, rates, packages and reservation policies
  - Understanding of hotel availability, occupancy and basic revenue management principles
  - Experience processing reservations received through direct channels, online channels and other booking sources
  - Strong telephone, email and written communication skills
  - Excellent attention to detail and a high level of booking accuracy
  - Strong administrative and organisational skills
  - Confident dealing with guests professionally and resolving reservation-related queries
  - Ability to identify opportunities to upsell rooms, packages and hotel services
  - Ability to work independently and make sound operational decisions during late and overnight shifts
  - Ability to manage multiple enquiries and priorities within a busy reservations environment
  - Strong computer literacy
  - Professional grooming and presentation
  - Must be willing and able to work rotating shifts, including 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
  - A fully updated CV with contactable reference details is essential

What You’ll Be Doing

• Managing hotel reservations accurately and efficiently across all applicable booking channels
  - Processing new reservations, amendments and cancellations on OPERA PMS
  - Responding professionally and timeously to telephone, email and online reservation enquiries
  - Ensuring guest profiles, booking details, rates, packages and special requests are accurately captured
  - Checking reservation details carefully to minimise errors and ensure a smooth guest arrival experience
  - Providing guests with accurate information regarding room types, rates, packages, hotel facilities and reservation policies
  - Monitoring availability and ensuring reservations are processed according to hotel procedures and rate strategies
  - Identifying appropriate opportunities to upsell room categories, packages and additional hotel services
  - Handling reservation queries and resolving booking-related concerns professionally
  - Processing and following up on reservation correspondence and outstanding information
  - Liaising closely with Front Office, Revenue, Sales, Guest Experience and other operational departments
  - Ensuring important guest information and special requests are communicated to the relevant departments
  - Maintaining accurate reservation records and completing required administrative tasks
  - Managing reservations responsibilities confidently and independently during late and overnight shifts
  - Maintaining excellent guest service standards regardless of shift or time of day
  - Ensuring every reservation 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 city hotel environment
  - Gain valuable experience within a busy hotel reservations operation
  - Develop your knowledge of OPERA, reservations, revenue and the wider hotel operation
  - Work closely with experienced hospitality professionals across multiple departments
  - Play an important role in the guest journey from the very first booking interaction
  - 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