Reservations Agent

Hospitality Hire SA; Wes-Kaap; On-site; ZAR 190,000 - 257,000; Full time

Job summary

The President Hotel in Cape Town is seeking an experienced Reservations Agent with at least 2 years of high-volume city hotel experience to join our front-line team. You will manage reservations across all channels using OPERA PMS, process amendments, and communicate clearly by phone and email, while upselling rooms and packages.

Night and late shifts are required. Join a luxury operation focused on accuracy, guest experience, and revenue optimisation, with opportunities to develop in a

Qualifications

• Minimum 2 years' experience as a Reservations Agent/Reservationist within a large, high-volume city hotel environment
• Strong working knowledge and practical experience using OPERA PMS essential
• Experience managing reservations, amendments, cancellations and guest booking enquiries
• Good understanding of hotel room types, rates, packages and reservation policies
• Understanding of availability, occupancy and basic revenue management principles
• Experience processing reservations through direct, online channels and other booking sources
• Strong telephone, email and written communication skills
• Excellent attention to detail and booking accuracy
• Strong administrative and organisational skills
• Ability to upsell rooms, packages and hotel services
• Ability to work independently during late and overnight shifts
• Manage multiple enquiries and priorities in a busy reservations environment
• Strong computer literacy
• Professional grooming and presentation
• Must be willing to work rotating shifts including 07h00-16h00, 14h00-23h00 and 23h00-08h00
• Ability to work weekends and public holidays as required
• Reliable transport for late/overnight shifts
• South African ID
• Fully updated CV with references essential

Responsibilities

• Managing hotel reservations accurately across all booking channels
• Processing new reservations, amendments and cancellations on OPERA PMS
• Responding professionally to telephone, email and online reservation enquiries
• Ensuring guest profiles, booking details, rates and special requests are captured accurately
• Checking reservation details to minimise errors and ensure smooth arrivals
• Providing guests with information on room types, rates, packages and policies
• Monitoring availability and ensuring reservations follow hotel procedures and rate strategies
• Upselling room categories, packages and hotel services
• Handling reservation queries and resolving booking-related concerns
• Managing reservation correspondence and outstanding information
• Liaising with Front Office, Revenue, Sales and other departments
• Communicating important guest information and requests to relevant departments
• Maintaining accurate reservation records and completing admin tasks
• Maintaining service standards during late/overnight shifts
• Ensuring every reservation interaction reflects elevated standards

Skills

Reservations experience

OPERA PMS

Shift work

Customer service

Upselling

Telephone communication

Attention to detail

Independent work

Tools

OPERA PMS

Job description

As we continue our journey toward luxury, we're looking for an experienced Reservations Agent with a minimum of 2 years' dedicated reservations experience within a large, high-volume city hotel environment. Strong working experience on OPERA PMS is essential.

This position operates across a 24-hour reservations environment, and candidates must be willing and able to work a rotating shift schedule, including overnight shifts from 23h00 to 08h00.

The required shifts include:

• 07h00-16h00
• 14h00-23h00
• 23h00-08h00

If you have solid hotel reservations experience, are confident working independently during late and overnight shifts, understand the importance of accuracy and revenue optimisation, and enjoy creating excellent guest experiences from the first point of contact, this opportunity is for you.

Minimum Requirements

• Minimum 2 years' experience as a Reservations Agent / Reservationist within a large, high-volume city hotel environment
• - Previous hotel reservations experience is essential - general reception experience alone will not meet the requirements of this position
• - Strong working knowledge and practical experience using OPERA PMS essential
• - Experience managing individual reservations, amendments, cancellations and guest booking enquiries
• - Good understanding of hotel room types, rates, packages and reservation policies
• - Understanding of hotel availability, occupancy and basic revenue management principles
• - Experience processing reservations received through direct channels, online channels and other booking sources
• - Strong telephone, email and written communication skills
• - Excellent attention to detail and a high level of booking accuracy
• - Strong administrative and organisational skills
• - Confident dealing with guests professionally and resolving reservation-related queries
• - Ability to identify opportunities to upsell rooms, packages and hotel services
• - Ability to work independently and make sound operational decisions during late and overnight shifts
• - Ability to manage multiple enquiries and priorities within a busy reservations environment
• - Strong computer literacy
• - Professional grooming and presentation
• - Must be willing and able to work rotating shifts, including 07h00-16h00, 14h00-23h00 and 23h00-08h00
• - Ability to work weekends and public holidays as operationally required
• - Reliable transport arrangements, particularly for late and overnight shifts
• - South African ID
• - A fully updated CV with contactable reference details is essential

What You'll Be Doing

• Managing hotel reservations accurately and efficiently across all applicable booking channels
• - Processing new reservations, amendments and cancellations on OPERA PMS
• - Responding professionally and timeously to telephone, email and online reservation enquiries
• - Ensuring guest profiles, booking details, rates, packages and special requests are accurately captured
• - Checking reservation details carefully to minimise errors and ensure a smooth guest arrival experience
• - Providing guests with accurate information regarding room types, rates, packages, hotel facilities and reservation policies
• - Monitoring availability and ensuring reservations are processed according to hotel procedures and rate strategies
• - Identifying appropriate opportunities to upsell room categories, packages and additional hotel services
• - Handling reservation queries and resolving booking-related concerns professionally
• - Processing and following up on reservation correspondence and outstanding information
• - Liaising closely with Front Office, Revenue, Sales, Guest Experience and other operational departments
• - Ensuring important guest information and special requests are communicated to the relevant departments
• - Maintaining accurate reservation records and completing required administrative tasks
• - Managing reservations responsibilities confidently and independently during late and overnight shifts
• - Maintaining excellent guest service standards regardless of shift or time of day
• - Ensuring every reservation interaction reflects the professional and elevated standards expected at The President Hotel

Why Join The President Hotel

• Be part of Cape Town's Most Loved Hotel
• - Work within a professional, high-volume 349-room city hotel environment
• - Gain valuable experience within a busy hotel reservations operation
• - Develop your knowledge of OPERA, reservations, revenue and the wider hotel operation
• - Work closely with experienced hospitality professionals across multiple departments
• - Play an important role in the guest journey from the very first booking interaction
• - Be part of our exciting journey toward luxury
• - Enjoy a competitive salary, company contributions toward medical aid and provident fund, staff meals on duty and an outstanding team culture