Reservations Agent

Charles Hope Apartments; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

Charles Hope Apartments is seeking a dynamic Reservation Agent to ensure seamless booking management and exceptional service. The role involves handling guest enquiries, maintaining accurate records, and collaborating with multiple departments. Ideal candidates have at least 2 years' experience in hospitality and strong communication skills. Join a growing team dedicated to delivering memorable stays and exceptional service.

Qualifications

• Experience in Reservations role within serviced apartments or hotels.
• Proficiency in PMS and OTA extranets.
• Strong customer service skills with attention to detail.

Responsibilities

• Handle guest reservations and ensure accurate bookings.
• Build relationships with corporate clients and agencies.
• Support revenue team with rate negotiations and booking patterns.

Skills

Attention to detail

Communication

Organizational skills

Problem-solving

Numeracy and analytical skills

Customer-focused

Education

Minimum 2 years' experience in Reservations or Hospitality

Tools

Property Management Systems (PMS)

CRM Systems

Job description

ABOUT US

Charles Hope Apartments is a leading provider of high-quality serviced accommodation, offering stylish and fully furnished apartments tailored to the needs of both corporate and leisure travelers. We operate in prime city locations across the UK and are actively expanding our presence throughout Europe and South Africa.

We are passionate about creating memorable stays and building trusted relationships with our guests, partners, and clients. Our dedicated team is committed to delivering exceptional service, personalized support, and fast, responsive communication every step of the way.

Sustainability is also at the heart of our operations. We are actively working to reduce our environmental impact through energy-efficient appliances, smart technologies, eco-friendly amenities, and robust recycling and waste management programs. With a culture rooted in innovation, integrity, and excellence, Charles Hope Apartments continues to raise the standard in serviced accommodation—delivering modern living with a personal touch.

ABOUT THE ROLE

Charles Hope Apartments is seeking a dynamic and detail-oriented Reservation Agent to join our growing team. This role is integral to delivering excellent service to our guests, partners, and internal teams, ensuring seamless booking management and strong communication across departments.

As a Reservation Agent, you’ll be the first point of contact for enquiries, bookings, amendments, and service support. You’ll work closely with the Revenue, Finance, and Sales teams to facilitate smooth operational processes, maintain accurate records, and contribute to occupancy and revenue growth.

Key Skills & Competencies

• Strong attention to detail with high accuracy in data entry and record-keeping.
• Proficient in Property Management Systems (PMS) and OTA extranets.
• Excellent verbal and written communication skills.
• Organized, with the ability to manage multiple tasks and priorities.
• Strong numeracy and analytical mindset to support rate and occupancy strategy.
• Self-motivated and confident in remote or office-based settings.
• Customer-focused with a service-first attitude.
• Problem-solver with initiative and the ability to remain calm under pressure.

Preferred Experience

• Minimum 2 years’ experience in a Reservations role, Front Office, or Guest Services (ideally within Serviced Apartments, Hotels, or Hospitality).
• Familiarity with hospitality systems and workflows (PMS, CRM, Channel Managers).
• Experience working with corporate clients and travel agencies.

KEY RESPONSIBILITIES

Reservation & Booking Management

• Handle guest reservations, enquiries, and special requests via email, phone, chat, and online portals.
• Promote premium room types, upgrades, parking, and early check-in/late check-out during the booking process.
• Record and input reservations, process cancellations, amendments, and no-shows accurately in the PMS.
• Ensure all bookings are accurately confirmed with pre-arrival information sent in a timely manner.
• Monitor availability and suggest suitable alternatives to maximize occupancy.
• Deliver excellent service with prompt, courteous, and solutions-focused responses to queries and complaints.
• Maintain professional tone and brand consistency in all customer communications.
• Conduct daily booking audits for rate accuracy, client details, and payment terms.

Client, Partner & Agency Support

• Build and maintain strong relationships with direct corporate accounts and agency partners.
• Support the Business Development team by identifying and passing qualified leads.
• Act as a key contact for assigned agency accounts where needed.

Revenue & Commercial Collaboration

• Liaise with the Revenue team to support rate negotiations for long stays, groups, or key accounts.
• Monitor and flag booking patterns, unusual demand, or opportunity trends.
• Provide insights into booking behavior to support pricing and inventory decisions.

Finance Coordination

• Ensure correct billing instructions and invoicing details are captured for each booking.
• Assist with resolving queries regarding payments, charges, or discrepancies.
• Ensure relevant supporting documents (POs, client references, tax details) are recorded where needed.

General & Admin Support

• Collaborate with internal teams across Operations, Housekeeping, and Guest Services to ensure a smooth guest journey.
• Use PMS and CRM systems to manage guest profiles, company data, and booking history.
• Assist with reporting, KPI tracking, or audits as needed.
• Support ad hoc administrative or departmental tasks to suit evolving business needs.

As we continue to grow, we’re looking for passionate individuals to join our dynamic team.

Apply here if you think you have what it takes and join us on this exciting journey!

By applying for this position and submitting your CV and personal information, you consent to Charles Hope processing your personal data in accordance with the Protection of Personal Information Act (POPIA) for recruitment purposes only. Your information will not be shared with third parties without your consent and will be securely stored for a period of 12 months unless you request immediate deletion.

Your application will be reviewed by our HR team and relevant hiring managers. If you are unsuccessful, your details will be securely stored in our database for a period of 12 months for future opportunities unless you request immediate deletion by contacting us directly.