Reservations Agent

Placements24; Benoni; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work model

Employee discounts on hotel stays

Career development opportunities

Retirement fund contributions

Team-based environment

Job summary

Placements24 is seeking a diligent Reservations Agent for our Gauteng hub in Benoni. The role involves handling inquiries via phone, email, and online channels, and accurately booking rooms and services.

You will provide rate information, upsell where appropriate, and work in a hybrid setup combining on-site and remote tasks. The ideal candidate has reservations or call center experience in hospitality, excellent English communication, and strong attention to detail.

Qualifications

• Previous reservations or call center experience in hospitality is preferred.
• Excellent verbal and written English communication.
• Proficient with reservation systems and MS Office.
• Strong attention to detail and organizational skills.

Responsibilities

• Handle incoming reservation requests via phone, email, and online booking platforms.
• Provide accurate information regarding room availability, rates, packages, and hotel services.
• Process reservations efficiently and accurately using the hotel's PMS.
• Upsell rooms and services to maximize revenue and enhance guest stays.
• Respond to guest inquiries and resolve any reservation-related issues promptly and professionally.
• Maintain a thorough knowledge of the hotel's offerings, policies, and procedures.
• Collaborate with the front desk and other departments to ensure smooth arrivals and departures.
• Process cancellations, modifications, and payments accurately.
• Assist with administrative tasks and reporting as part of the hybrid work arrangement.
• Adhere to all company standards and service levels.

Skills

Reservations experience

Customer service

English communication

Multitasking

PMS software

Education

High school diploma

Tools

MS Office

Job description

About the Role

Our client, a well-regarded hotel chain with properties across Gauteng, is seeking diligent and customer-focused Reservations Agents for their operations hub in Benoni . This role is essential for managing incoming reservation inquiries via phone, email, and online channels, ensuring accurate booking of rooms and services. The ideal candidate will have excellent communication skills, a keen eye for detail, and a passion for providing outstanding customer service. This hybrid position allows for a combination of on-site work for team collaboration and customer service, and remote work for processing bookings and managing inquiries. You will be responsible for providing information on rates, availability, and hotel amenities, upselling where appropriate, and handling any reservation-related issues with professionalism. Join our client's dedicated team in Benoni and contribute to memorable guest experiences from the very first point of contact.

Key Responsibilities

• Handle incoming reservation requests via phone, email, and online booking platforms.
• Provide accurate information regarding room availability, rates, packages, and hotel services.
• Process reservations efficiently and accurately using the hotel's Property Management System (PMS).
• Upsell rooms and services to maximize revenue and enhance guest stays.
• Respond to guest inquiries and resolve any reservation-related issues promptly and professionally.
• Maintain a thorough knowledge of the hotel's offerings, policies, and procedures.
• Collaborate with the front desk and other departments to ensure smooth arrivals and departures.
• Process cancellations, modifications, and payments accurately.
• Assist with administrative tasks and reporting as part of the hybrid work arrangement.
• Adhere to all company standards and service levels.

Requirements

• Previous experience in a reservations, customer service, or call center role is required, preferably within the hospitality industry.
• Excellent verbal and written communication skills in English.
• Proficiency in using computers, including MS Office and reservation software (PMS).
• Strong organizational skills and attention to detail.
• Ability to multitask and work efficiently under pressure.
• A friendly, helpful, and professional demeanor.
• Willingness to work flexible hours, including some weekends and evenings, as part of the hybrid schedule.
• Comfortable working both on-site in Benoni and remotely.
• High school diploma or equivalent; further training in hospitality is a plus.

Benefits

• Competitive salary and potential for performance incentives.
• Hybrid work model offering flexibility.
• Employee discounts on hotel stays and dining.
• Opportunities for training and career development within the hospitality sector.
• A supportive team environment.
• Contribution to a retirement fund.
• Chance to be part of a reputable hotel brand in Benoni .