Reservationist

Newmark Hotels & Reserves; Cape Town; On-site; ZAR 180,000 - 230,000; Full time

Job summary

Newmark Hotels & Reserves seeks a Reservationist to act as frontline ambassador for promoting, selling, and booking hotel products and services. You will ensure a seamless reservation experience from inquiry to confirmation, delivering exceptional customer service and supporting cross-department efficiency.

Key duties include handling reservations via phone, email, and online platforms; preparing accurate rate proposals; maintaining detailed records; upselling rooms and packages; coordinating

Qualifications

• Proficiency with Microsoft Office Suite for daily reservations tasks.
• Strong verbal and written communication skills.
• Experience handling OTA responses and extranet platforms.
• Excellent attention to detail and organization.
• Ability to handle multiple requests and work under pressure.
• Customer-focused mindset with proactive service approach.
• Ability to upsell room categories and packages when appropriate.

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 records of reservations, guest profiles, payments, and requests.
• Proactively upsell rooms, packages, and hotel offerings.
• Respond professionally to reservation queries and follow up timely.
• Manage room blocks and group reservations with allocation/release procedures.
• Coordinate with internal departments for guest requirements and instructions.
• Assist with booking ancillary services such as transfers and dining.
• Compile daily arrival and guest correspondence packs for Front Office.
• Report overbookings, rate discrepancies, and system issues promptly.
• Ensure accurate invoicing, payment tracking, and deposits allocation.
• Manage OTA extranets and respond to OTA communications.
• Monitor internal worksheets (PM sheet, payment trackers, unallocated deposits).
• Follow up on quotations to maximize conversion and revenue.
• Ensure bookings captured in PMS and aligned with standards.
• Resolve guest issues within scope and elevate when needed.
• Check and respond to emails within company timeframes.
• Ensure reservation vouchers are processed and recorded.

Skills

Microsoft Office

Communication

Customer service

Upselling

Prioritization

Attention to detail

Multitasking

Tools

Opera PMS

OTA platforms

Extranets

Job description

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.

• 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 elevate 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