Junior Reservations Agent

Nox Cape Town; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading property management company in Cape Town seeks a dedicated professional to support the Sales & Customer Services team. Responsibilities include accurate management of bookings, responding to inquiries promptly, and ensuring a seamless experience for guests. Candidates should have strong skills in booking management systems and a service-first attitude. Join a dynamic team with a commitment to high-quality service in the luxury holiday market.

Qualifications

• Experience in booking management systems required.
• Strong customer service skills are essential.
• Ability to handle enquiries efficiently on various platforms.

Responsibilities

• Ensure accurate and timely booking management.
• Respond to booking enquiries within set SLAs.
• Cover reservations during weekends and holidays.

Skills

Booking management

Customer service

Problem solving

System proficiency

Tools

Boom

Hubspot

Job description

Company Description

Nox is the leading property area specialist in Camps Bay and Clifton, with dedicated divisions for sales, holiday rentals, and long-term rentals.

Mission for the Role

To support the Sales & Customer Services team by processing reservations efficiently, accurately, and with a service-first attitude — ensuring every guest or agent enquiry results in a confident and seamless booking experience.

Outcomes & Key Accountabilities

Accurate and Timely Booking Management : Ensure all reservations are captured correctly in Boom, with complete and accurate guest data, pricing, payment status, and booking details.

Maintain zero-error booking standards.

Fast Response to Enquiries : Respond to incoming booking enquiries via email, phone, or live chat within agreed response SLAs.

Escalate complex or high-value leads appropriately to the Reservations Manager.

Guest Service Handover : Ensure every confirmed booking is handed over to the Guest Services teams, with clear notes and relevant guest details logged in the Boom system.

Administrative Efficiency : Manage deposits, payment follow ups, cancellation schedules, and document handling with discipline and care.

Ensure policies are followed, updates are tracked, and issues are flagged early.

Weekend & Public Holiday Coverage : Cover reservations from all sources (agent, directs and OTA's) over weekends and public holidays on a rotational shifting roster while assisting the customer service team with incoming calls.

Key Performance Indicators

Operational Delivery

Booking Accuracy Rate Target : % of reservations processed without error and with correct guest details.

Response Time to Enquiries Target : = 90% responded to within 1 business hour.

Sales Support & Revenue Optimisation

Lead Follow-Up Rate Target : % of enquiries and reservations followed up within 24 hours via Boom & Hubspot.

Campaign & Special Support Target : % of tasks completed within 24 hours of request via Boom.

Payment Follow-Ups Target : % of Direct and Agent bookings are in line with our payment terms and conditions.

Role-Specific Competencies

System Proficiency : Works confidently in Boom, Hubspot, OTA extranets, and internal workflows.

Process Discipline : Follows booking and admin processes to the letter.

Problem Solving : Escalates smartly, asks the right questions, and helps resolve issues early.

Guest Empathy : Understands what's at stake for guests booking a luxury holiday — and acts accordingly.