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 Reservations Coordinator to manage booking inquiries and ensure accurate processing. Duties include handling reservations, maintaining high booking accuracy, and providing seamless guest service. The ideal candidate will possess strong problem-solving skills, attention to detail, and experience with booking systems. This position requires responsiveness during weekends and holidays.

Qualifications

• Experience in managing reservations and guest services.
• Strong communication skills to liaise with guests and agents.
• Ability to work under pressure and manage multiple tasks.

Responsibilities

• Handle booking enquiries with speed and accuracy.
• Ensure seamless handover of bookings to guest services.
• Manage payment follow-ups and keep documentation organized.

Skills

Attention to detail

Customer service skills

Problem solving

Proficiency in Boom and Hubspot

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. Founded in 2003, we bring decades of experience. We offer a personalised and professional service, ensuring guests satisfaction and excellence in property management.

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

1. Operational Delivery

   Booking Accuracy Rate: Target: 100% of reservations processed without error and with correct guest details. Indicates attention to detail and adherence to process.

2. Response Time to Enquiries

   Target: ≥ 90% responded to within 1 business hour. Reflects responsiveness and potential conversion impact.

3. Sales Support & Revenue Optimisation

   Lead Follow-Up Rate: Target: 100% of enquiries and reservations followed up within 24 hours via Boom & Hubspot. Ensures no lead is lost.

4. Campaign & Special Support

   Target: 100% of tasks completed within 24 hours of request via Boom. Measures reliability in supporting occupancy growth initiatives.

5. Payment Follow Ups

   Target: 100% of Direct and Agent bookings are in line with our payment terms and conditions. Ensures no outstanding balance due leading to loss in revenue.

Role-Specific Competencies

• 1. System Proficiency Works confidently in Boom, Hubspot, OTA extranets, and internal workflows.
• 2. Process Discipline Follows booking and admin processes to the letter.
• 3. Problem Solving Escalates smartly, asks the right questions, and helps resolve issues early.
• 4. Guest Empathy Understands what’s at stake for guests booking a luxury holiday — and acts accordingly.