Junior Reservations Agent

Fairmont Hotels & Resorts; Cape Town; On-site; ZAR 167,000 - 257,000; Full time

Job summary

Cape Grace, a Fairmont Managed Hotel, in Cape Town, is seeking a Reservations Agent to sell rooms and services and ensure a memorable guest experience. The role acts as an ambassador for the brand, handling inquiries by telephone and email with accuracy and a guest-first mindset.

You will quote rates, manage deposits, and coordinate with other departments to deliver superb service. A strong English proficiency and flexibility for shifts are essential for success.

Qualifications

• Grade 12 or equivalent.
• Hospitality Management qualification is strongly recommended.
• Experience in similar positions and customer service would be advantageous.
• Proficiency in English (verbal, written, reading).
• Experience using Opera PMS, Microsoft Office and TARS preferred.

Responsibilities

• Book accommodation for Cape Grace, a Fairmont Managed Hotel.
• Respond to inquiries by phone and email.
• Quote rooms and rates according to requirements.
• Process deposits and payments timely with accounts and front office.
• Coordinate with other departments to ensure guest satisfaction.
• Maintain knowledge of facilities, services and hours of operation.
• Assist Reservations Manager with administration and projects.

Skills

Sales skills

Guest service

Communication skills

Numerical skills

Education

Grade 12 or equivalent

Hospitality Management qualification

Tools

Opera PMS

Microsoft Office

TARS

Job description

Company Description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

About Fairmont Hotels & Resorts

At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Cape Grace, A Fairmont Managed Hotel

sits on a private quay at Cape Town’s V&A Waterfront — one of the most coveted addresses in African luxury hospitality. With 113 keys, Two MICHELIN Keys and the Condé Nast Traveller Triple Crown, Cape Grace is recognised globally as a benchmark of intimate five-star luxury. It is a property with a distinct personality, a loyal international following and an ambition to be counted among the best in the world.

Scope of Position

Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations Agent is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel experience to come.

Responsibilities

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures.
• High communication skills verbal and written. Perfect use of English.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service satisfaction.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and empowerment among all co-workers
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that payments are received on time and communicated to the accounts department and front office prior to the guest or group arrival.
• General Data capture and system maintenance of various fields in our operating system which may be duplicated.
• Assist the Reservations Manager with any administration requirements or upcoming projects.
• Other duties as assigned

Qualifications

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• Previous experience in similar positions and customer service would be advantageous.
• Proficiency in English (Verbal, Written, Reading), second language is an asset
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.
• Demonstrated experience using:
  • Opera Property Management System
  • Microsoft Office Suite to at least Intermediate level
  • Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining calm, collective and accurate.
• Must be flexible in terms of working hours (Shift work)

Additional Information

EMPLOYMENT EQUITY

We as a company are committed to diversity and inclusion. Our Employment Equity Plan and Targets will be considered during the recruitment process. We welcome applications from individuals with disabilities and diverse backgrounds.