Reservations Specialist: Guest Experience & Revenue

Fairmont; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Cape Grace, a Fairmont Managed Hotel, seeks a Reservations Agent to handle room bookings and guest inquiries by phone and email, ensuring accuracy and a memorable guest experience. You will quote rates, process deposits, and coordinate with housekeeping, front office, spa and F&B to meet guest needs with professionalism and integrity.

The role requires strong English, excellent communication, and the ability to work in a fast-paced hotel environment, with flexible hours and a focus on customer

Qualifications

• Grade 12 or equivalent.
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service.
• Proficiency in English (Verbal, Written, Reading), second language is an asset.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and suppliers.
• Demonstrated experience using Opera PMS, Microsoft Office Suite, and TARS.
• Above-average numerical skills.
• Above-average ability to communicate at all levels of the organization.
• Must possess outstanding sales skills, guest service skills, professional presentation and sophisticated communication skills.
• Able to handle multiple tasks in a fast-paced environment and remain calm and accurate.
• Flexible in terms of working hours (shift timing).

Responsibilities

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and procedures.
• Acts in accordance with the standards, conforms to the policies and procedures.
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and directed rates and applies them accordingly.
• Co-operates with all other departments to ensure guest service and maximum profit.
• Maintains knowledge of facilities, services and hours of operation to respond confidently to inquiries.
• Commitment to personal guest service excellence and profit through assigned duties.
• Adheres to Health & Safety policies to ensure a safe work environment.
• Promotes organizational values of teamwork, respect, integrity and empowerment.
• Detail-focused in all reservations tasks, including accurate bookings and confirmations.
• Manage and follow up on all deposit payments and communicate with accounts prior to arrival.
• Attend PM/PQ meetings to discuss outstanding payments and ensure follow up.
• Other duties as assigned.

Skills

Sales skills

Guest service skills

Communication skills

Attention to detail

Organizing

Education

Hospitality qualification (strong recommendation)

Grade 12 or equivalent

Tools

Opera Property Management System

Microsoft Office Suite

TARS

Job description

Cape Grace, a Fairmont Managed Hotel, seeks a Reservations Agent to handle room bookings and guest inquiries by phone and email, ensuring accuracy and a memorable guest experience. You will quote rates, process deposits, and coordinate with housekeeping, front office, spa and F&B to meet guest needs with professionalism and integrity.

The role requires strong English, excellent communication, and the ability to work in a fast-paced hotel environment, with flexible hours and a focus on customer