Hotel Reservationist

Talent Genie AI Recruitment Software; Cape Town; On-site; ZAR 201,000 - 290,000; Full time

Job summary

Talent Genie AI Recruitment Software in Cape Town is seeking a Reservations Agent to promote, sell, and manage bookings for the hotel's products and services. You will be the frontline contact, ensuring a seamless reservations process from start to finish.

The role requires 3–5 years' experience, strong communication, Opera PMS proficiency, and solid computer literacy. Based in Cape Town, you will respond to OTA inquiries and support group bookings as needed.

Qualifications

• 3–5 years of experience in a similar reservations role.
• Based in Cape Town.
• References available; strong computer literacy is essential.
• Matriculation certificate is mandatory.
• Proficient in Opera PMS.
• Proficient in Microsoft Office.
• Excellent verbal and written communication skills.
• Experience responding to OTA enquiries.

Responsibilities

• Manage hotel reservations and prepare competitive rate proposals.
• Maintain accurate records of guest bookings, payments, and details for hotel colleagues.
• Primarily focus on individual reservations (FIT), with occasional group bookings.
• Respond to reservation calls courteously and professionally, adhering to hotel standards.
• Promote up-selling opportunities by informing guests of offers and upgrades.
• Support and maintain an efficient administrative system within Reservations.

Skills

Communication

Customer service

Computer literacy

Verbal and written communication

Education

Matriculation certificate

Tools

Opera Property Management System

Microsoft Office

Job description

General Purpose Of The Role

• Reservations Agents are frontline professionals who promote, sell, and manage bookings for the hotel's products and services.


• They must possess excellent communication and customer service skills, ensuring a seamless reservations process from start to finish.

Experience And Skills Required

• Minimum of 3 to 5 years' experience in a similar role.


• Based in Cape Town.


• Proven track record supported by references; strong computer literacy is essential.


• Matriculation certificate is mandatory.


• Proficient in Opera Property Management System.


• Competent in Microsoft Office applications.


• Excellent verbal and written communication skills.


• Experience responding to Online Travel Agent (OTA) enquiries.

Key Performance Areas

• Manage hotel reservations and prepare competitive rate proposals.


• Maintain accurate records of guest bookings, payments, and additional information required by hotel colleagues.


• Primarily focus on individual reservations (FIT), with occasional support for group and event bookings.


• Respond to reservation calls courteously and professionally, adhering to hotel standards.


• Promote up-selling opportunities by informing guests of special offers and upgraded room categories.


• Support and maintain an efficient administrative system within the reservations department.


• Ensure timely follow-up on all quotations to maximise revenue.


• Manage room blocks and coordinate group bookings of varying sizes as required.


• Proactively address guest concerns, exercising judgement and escalating issues to management when necessary.


• Communicate special requests or instructions to relevant departments and ensure follow-up.


• Negotiate and quote rates within authorised limits and procedures.


• Prepare arrival packs and guest correspondence for the Front Office team daily.


• Assist with booking transfers and other outlet reservations, liaising with relevant departments.


• Ensure all internal worksheets, such as the PM sheet, Pay Genius payments, and unallocated deposits, are updated daily.


• Attend daily briefings and provide updates on reservations activity.


• Accurately capture and record all bookings.


• Manage guest feedback and liaise with appropriate departments for resolution.


• Respond to all emails within the hotel's specified response time.


• Complete required reporting, including daily operational updates.


• Process all reservations-via telephone, email, and online-in accordance with established standards.


• Verify that all reservation vouchers are correctly recorded and allocated.