Junior Reservations Agent

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

Job summary

A prominent hotel chain seeks a skilled Reservationist in Cape Town. This role involves managing reservations through multiple platforms, providing exceptional customer service, and ensuring organized records of all guest interactions. Candidates should be proficient in the Opera PMS and possess strong communication and multitasking abilities. This position offers a dynamic work environment focused on hotel service excellence.

Qualifications

• Proficient in Opera PMS to manage hotel reservations effectively.
• Strong communication skills for customer interactions and inquiries.
• Ability to handle multiple tasks under pressure while maintaining quality service.

Responsibilities

• Handle hotel reservations via various communication platforms.
• Prepare precise rate proposals for bookings.
• Maintain detailed records of all reservations and guest profiles.
• Upsell offerings and respond professionally to queries.
• Manage room blocks and coordinate with departments.

Skills

Proficiency in Opera Property Management System (PMS)

Strong command of Microsoft Office Suite

Excellent verbal and written communication skills

Experience in managing OTA responses and extranet platforms

Exceptional attention to detail

Organizational skills

Customer-focused mindset

Job description

Job Advert Summary

As a Reservationist, you serve as a frontline ambassador, responsible for the promotion, sales, and booking of the hotel’s products and services. You will ensure a seamless reservation experience from initial inquiry to confirmation, while providing exceptional customer service and supporting operational efficiency across departments

Minimum Requirements

• Proficiency in Opera Property Management System (PMS)
• Strong command of Microsoft Office Suite
• Excellent verbal and written communication skills
• Experience in managing OTA responses and extranet platforms
• Exceptional attention to detail and organizational skills
• Ability to work under pressure, prioritize tasks, and handle multiple requests
• Customer-focused mindset with a proactive approach to service

Duties and Responsibilities

• Handle hotel reservations via telephone, email, and online platforms.
• Prepare accurate rate proposals and quotations for individual and group bookings.
• Maintain up-to-date and detailed records of all reservations, guest profiles, payments, and special requests.
• Proactively upsell room categories, packages, and other hotel offerings where appropriate.
• Respond courteously and professionally to all reservation-related queries and ensure timely follow-up.
• Manage and monitor room blocks and group reservations, including allocation and release procedures.
• Coordinate with internal departments regarding guest requirements, special requests, and instructions.
• Assist with the booking of ancillary services such as transfers, dining, and other outlet reservations.
• Compile daily arrival and guest correspondence packs for the Front Office.
• Report overbookings, rate discrepancies, and system issues to the Reservations Manager promptly.
• Ensure accurate invoicing, payment tracking, and allocation of deposits.
• Manage the OTA (Online Travel Agent) extranets and respond to OTA communications.
• Monitor and maintain internal worksheets (e.g., PM sheet, payment trackers, unallocated deposits).
• Follow up on all quotations to maximize conversion and revenue.
• Ensure all bookings are accurately captured in the PMS and aligned with operational standards.
• Resolve guest issues within your scope and escalate where necessary.
• Check and respond to emails within the company’s communication timeframe.
• Ensure reservation vouchers are correctly processed and recorded.
• Attend required training sessions and stay updated on hotel packages and procedures.
• Adhere to departmental SOPs, quality assurance standards, and dress code expectations