Reservationist

Phoenix Recruitment Limited; Hout Bay; On-site; ZAR 201,000 - 268,000; Full time

Job summary

Phoenix Recruitment Limited in the Western Cape seeks an experienced Reservations Agent for a hotel, lodge or hospitality collection.

You will respond to enquiries, process bookings, amendments and cancellations, and provide information on properties and packages. The role requires strong written and verbal communication, excellent organization, and a proactive, guest‑focused approach on a rostered schedule.

Qualifications

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Responsibilities

• Respond to reservation enquiries by telephone and email promptly and professionally.
• Process bookings, amendments, cancellations and confirmations accurately.
• Follow up on provisional reservations and outstanding deposits.
• Maintain accurate rates, guest profiles, booking records and special requests.
• Provide information about properties, accommodation options, facilities and packages.
• Identify suitable upselling opportunities and support booking conversions.
• Liaise with property teams regarding arrivals, transfers, dietary requirements and guest preferences.
• Build professional relationships with direct guests, travel agents and tour operators.
• Apply approved payment, cancellation and no-show policies.
• Maintain organised correspondence and prepare booking reports as required.

Job description

Duties

• Respond to reservation enquiries by telephone and email promptly and professionally.
• Process bookings, amendments, cancellations and confirmations accurately.
• Follow up on provisional reservations and outstanding deposits.
• Maintain accurate rates, guest profiles, booking records and special requests.
• Provide information about properties, accommodation options, facilities and packages.
• Identify suitable upselling opportunities and support booking conversions.
• Liaise with property teams regarding arrivals, transfers, dietary requirements and guest preferences.
• Build professional relationships with direct guests, travel agents and tour operators.
• Apply approved payment, cancellation and no-show policies.
• Maintain organised correspondence and prepare booking reports as required.

Requirements

• At least 4+ years previous reservations experience within a hotel, lodge or hospitality collection.
• Relevant Hospitality, Travel or Tourism qualification advantageous.
• Experience using reservation systems and Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organisational skills and attention to detail.
• A guest-focused approach and confidence handling sales enquiries.
• Good numerical skills and accurate record-keeping.
• Ability to manage multiple enquiries and work effectively under pressure.
• A reliable, proactive and team-oriented attitude.
• Willingness to work according to the reservations roster.