Reservations Agent - Cape Town

HotelJobs; Cape Town; On-site; ZAR 120,000 - 240,000; Full time

Job summary

HotelJobs in Cape Town seeks an experienced Reservations Agent to manage booking inquiries and ensure accurate information and smooth reservation processes.

The role reports to the Reservations Manager and requires a formal hospitality qualification, 3 years' experience in a 4/5* hotel, and excellent communication, email and phone etiquette in English.

Qualifications

• Grade 12 completed.
• Formal hospitality qualification required.
• Minimum 3 years' experience as Reservations Agent in a 4/5* hotel.
• Proficiency in Microsoft Office and Opera is essential.
• Excellent email and telephone etiquette.

Responsibilities

• Handle reservation inquiries via calls and emails and capture accurate information.
• Provide availability, rates, and room type details to clients.
• Process and confirm reservations, including special requests.
• Coordinate with housekeeping and front desk for guest satisfaction.
• Resolve inquiries and changes to bookings promptly.
• Maintain reservation records in the system.
• Prepare daily reports.
• Assist with cancellations, no-shows, and rebooking as needed.
• Liaise with sales and operation teams to ensure seamless guest experiences.
• Allocate payments and perform daily banking.

Skills

Customer service

Fluent English

Email etiquette

Phone etiquette

Interpersonal skills

Critical thinking

Multitasking

Education

Grade 12

Hospitality qualification

Tools

Microsoft Office

Opera

Job description

Large luxury Hotel in Cape Town is looking for an experienced and diligent Reservations Agent. Reporting to the Reservations Manager the successful incumbent will play a crucial role in managing booking inquiries, providing accurate information ; and ensuring smooth reservation processes to clients. This is an excellent opportunity for individuals who are methodical; efficient ; and passionate about service delivery within a pressurized environment.

Duties:

• Handle incoming reservation calls and emails, ensuring accurate booking information is captured.
• Provide clients with information regarding availability, rates, and room types (or other relevant products/services).
• Process and confirm reservations, including special requests and requirements.
• Coordinating with other departments, such as housekeeping and front desk, to ensure smooth guest experiences
• Resolve customer inquiries, concerns, and changes to bookings in a timely and professional manner.
• Maintain and update reservation records in the system.
• Collaborate with other departments (e.g., Front Desk, Sales, etc.) to ensure a seamless guest experience.
• Assist with cancellations, no-shows, and rebooking’s as necessary.
• Provide outstanding customer service and ensure customer satisfaction.
• Liaise with clients, sales team and operational departments
• Allocation of payments and banking daily
• Prepare daily reports
• Perform other duties and tasks as operationally required

Requirements:

• Grade 12
• A formal Hospitality qualification
• A minimum of 3 years’ experience in the capacity of a Reservations Agent within a 4 / 5* hotel environment
• Proficiency in Microsoft Office and Opera essential
• Well-groomed and professional disposition
• Being fluent in English is essential
• Excellent email and telephone etiquette
• Critical thinking skills
• Strong and effective communication skills, both verbal and written with excellent Interpersonal skills.
• Ability to work efficiently in a fast-paced environment.
• Friendly; approachable, and professional with a positive, friendly attitude and strong desire to provide excellent service.
• Ability to manage conflict and challenging situations with respect and confidence
• Ability to multitask with excellent planning and organizational skills. and attention to detail.
• Ability to work flexible hours, including weekends and public holidays as per operational requirements
• A positive attitude with a passion to provide exceptional customer service.
• Strong attention to detail and efficiency pertaining to area of responsibility.