Reservationist Agent

Tych Business Solutions

Western Cape, south-africa

Job Description As a Reservationist, the central job purpose is to assist the Sales & Revenue Department to achieve department targets by accurately interpreting the accommodation needs of guests and organisations, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required. Main Responsibilities: The position takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as his/her primary operational responsibility. This role works closely with the relevant Department Teams to ensure a coordinated effort for providing personalised service and product is achieved and that guest preferences and requests are met with an absolute minimum of error. The role also works to ensure that guests perceive the hotel as a highly professional business in all respects. Ensure that guests and agents are assisted in the highest standard Accuracy and professionalism of responses Anticipate and answer questions before they arise Timeliness and quality of communication with internal partners and suppliers Promotes a culture of employee engagement and hospitality Solution-driven and constructive conflict resolution Follow all departmental and hotel, health, safety and security policies, processes, procedures and standards with minimal tolerance for errors Correct rates to be entered when making a reservation so that there are no corrections needed to a rate post-stay Timeous release of provisional bookings and subsequent timeous collection of deposits Is aware and manages reservation enquiries to achieve revenue budget Strict confidentiality of customer information Experience and Skills: Previous experience working as a Reservations Agent in a Hotel environment. Protel PMS experience would be beneficial Inherent Requirements: Matric Certificate Process excellence and service delivery Sustainable quality and attention to detail Innovation for results Initiative and change agent Teamwork, cross-organisational collaboration and building high-performance teams Managing uncertainty (ambiguity) and adaptability Personal and professional integrity of the highest standard Preference will be given to candidates from Franschhoek and neighboring areas

3 days ago

Reservations Supervisor

Hilton

All, south-africa

full-time

Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! As a Reservations Supervisor, you're not just supervising daily reservations operations - you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. Here's what you'll do during a typical day: Groups/Events Own the end-to-end group reservations process, from initial block set-up through to rooming list management, amendments, and final departure reconciliation. Responsible for preparing and finalizing all Group Resumes, ensuring that accurate and complete operational details are handed over to the Operations Team. Liaise closely with the Sales, Events, and Commercial teams to ensure group blocks are accurately loaded, tracked, and updated in line with contracted terms and cut-off dates. Manage group inventory and rooming lists with a high level of accuracy, proactively flagging pick-up risk, attrition, or contractual discrepancies. Act as the key point of contact for group bookers and travel partners on reservations-related queries, ensuring a smooth and professional guest journey from booking through to arrival. Coordinate meetings, conferences and events, acting as the main client contact. Liaise with clients on menus, timings, setups, equipment and special requests. Prepare and issue Event Orders, ensuring accurate communication to relevant teams. Coordinate with Food & Beverage and Operations to ensure smooth event delivery. Follow up on final requirements and communicate any changes promptly. Manage and confirm final client payments, ensuring accurate records and handover. Production Build and maintain relationships with film, television and content production companies, production houses, agencies and location partners, positioning the hotel as a preferred accommodation partner. Identify and convert accommodation opportunities across cast, crew, technical teams and production executives, with particular focus on extended stays and project-based business. Track upcoming Film & TV productions and filming activity in Cape Town, proactively targeting opportunities and building a strong production pipeline. Work closely with the wider commercial team on production-specific rates, contracting and account strategies to grow this segment and secure repeat business. Internal Processes Own and continuously refine reservations SOPs, ensuring the team's PMS and CRS workflows are accurate, efficient, and aligned to Hilton brand standards. Lead on training and onboarding of reservations agents on process, systems, and quality standards. Conduct regular quality checks on reservations accuracy (rate loading, guest profiles, special requests, billing instructions) to minimize revenue leakage and guest-experience errors. Identify and implement process improvements that reduce manual work and improve accuracy across the reservations function. Team & Commercial Support Provide day-to-day supervision and support to reservations agents, stepping in on complex or escalated bookings as needed. Act as a key link between Reservations and the Commercial team, ensuring group and production data flows cleanly into wider commercial decision-making, including RFP and rate strategy conversations. Skills & Experience Required Essential Minimum 2 - 3 years' experience in a hotel reservations environment, with direct exposure to group bookings and block management. Proven experience with a hotel PMS and CRS (OnQ / OnQ Revenue & Inventory / PEP or equivalent Hilton systems strongly preferred; Opera experience also relevant). Strong working knowledge of GDS booking channels and OTA extranets. Advanced Excel skills, including pivot tables, VLOOKUP/XLOOKUP, and the ability to build and maintain clean production and pace reports. Solid grasp of core hospitality revenue concepts, including ADR, RevPAR, occupancy, and pace, sufficient to interpret and contribute to production reporting. Excellent written and verbal communication skills, with the confidence to liaise directly with travel partners, group bookers, and senior stakeholders. Personal Attributes Locally curious and personality-driven, in keeping with the Canopy brand ethos, with genuine pride in representing the Longkloof neighbourhood to guests. Organised and process-minded, but comfortable adapting quickly when group or production needs shift. A natural collaborator, equally comfortable working closely with the Reservations Manager on daily operations and with the Commercial Director on production insight. Reporting Line This role reports directly to the Reservations Manager for day-to-day operations, workflow, and people management. Given the strategic weight of the Groups and Production elements of the role, a dotted line runs into the Commercial Director, ensuring production insight, group performance, and process improvements are visible at a commercial leadership level and feed directly into the hotel's broader revenue and sales strategy. It would be advantageous in this position for you to demonstrate the following capabilities and distinctions: Knowledge of the hotel property management systems Previous experience in the Reservations/Sales function within the hotel/leisure sector Relevant degree or other qualification in a business discipline

17 days ago

Events Booking Centre Supervisor - Protea Hotel O.r. Tambo Airport

Marriott International

Gauteng, south-africa

full-time

POSITION SUMMARY Oversee accuracy of room blocks, reservations, and group market codes. Assist the reservations agents when needed to fully perform their job functions. Encourage and ensure the Reservation Agents make regular follow-up on pipeline. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual. Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors. CRITICAL TASKS Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Perform other reasonable job duties as requested by Supervisors. Guest Relations Address guests' service needs in a professional, positive, and timely manner. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Assist other employees to ensure proper coverage and prompt guest service. Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Communication Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Speak to guests and co-workers using clear, appropriate and professional language. Talk with and listen to other employees to effectively exchange information. Provide assistance to coworkers, ensuring they understand their tasks. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. Assists Management Coordinate tasks and work with other departments to ensure that the department runs efficiently. Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. Working with Others Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments. Partner with and assist others to promote an environment of teamwork and achieve common goals. Actively listen to and consider the concerns of other employees, responding appropriately and effectively. Quality Assurance/Quality Improvement Comply with quality assurance expectations and standards. Physical Tasks Enter and locate work-related information using computers and/or point of sale systems. Read and visually verify information in a variety of formats (e.g., small print). Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Reservation Services Verify all reservation information with callers to ensure accuracy. Accommodate and document special requests in an accurate and efficient manner. Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers. Determine the most appropriate room type to meet guest requirements and maximize room rate. Explain guarantee and cancellation policies to callers. Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days. Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events). Describe room accommodations and benefit feature sale amenities to guests. Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management. Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program. Identify repeat guests using appropriate codes. Follow "up selling" techniques and sales strategies in order to maximize property revenue. Reservation Processing Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages). Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Verify availability of room type, rate, and occupancy before confirming any reservations. Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts). Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Document information for manual reservations on designated forms and enter information into the reservation system. Inventory/Rooms Control Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk. Oversee accuracy of room blocks and reservations. Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA). Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems. Reservation Billing Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies. Reservation Training Communicate and instill company values and/or culture to new employees. Review and implement new Reservations procedures. Guest Relations Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue. Follow proper escalation procedures when addressing guest concerns. CRITICAL COMPETENCIES Analytical Skills Computer Skills Problem Solving Decision-Making Learning Interpersonal Skills Customer Service Orientation Interpersonal Skills Team Work Diversity Relations Communications Telephone Etiquette Skills English Language Proficiency Communication Listening Applied Reading Form, Report, and Log Completion Writing Personal Attributes Positive Demeanor Integrity Dependability Adaptability/Flexibility Presentation Stress Tolerance Initiative Organization Detail Orientation Time Management Multi-Tasking Planning and Organizing Reservations Reservation Policy Reservation Procedures Reservation Software Sales Typing Diligence PREFERRED QUALIFICATIONS Education Grade 12 or equivalent. The Company will apply Recognition of Prior Learning or Experience in the absence of an NQF 4 qualification. Related Work Experience At least 2 years of related work experience OR 4 years of related work experience without an NQF level 4 qualification. Demonstrated history of being a leader. History of working with individual and group reservations - required. Fluency in the articulation of the English language. Ability to manage a team in the absence of management. Ability to empathize and apply emotional intelligence in the resolution of guests and staff problems that might arise. Ability to build rapport and trust with the team to champion the Company's open door policy. Supervisory Experience At least 1 year of supervisory experience - Advantageous

21 days ago

Reservations Coordinator

One&Only Resorts

Western Cape, south-africa

full-time

This is a Hotel Reservations position focused on providing excellent guest service, managing reservations accurately, and maximizing hotel revenue. The role involves handling reservations and enquiries through telephone, email, GDS, third-party websites, agents, tour operators and the general public, while ensuring all requests are processed efficiently and within the required turnaround time. The position requires providing friendly, professional and personalized service, anticipating guest needs, handling special requests, managing complaints and ensuring guest information remains confidential. The Reservations Agent is also responsible for promoting and upselling hotel rooms, facilities, activities, packages and special offers in order to maximize revenue. Administrative responsibilities include accurately capturing reservations on the PMS, maintaining guest preferences and comments, processing cancellations and amendments, following up on no-shows and early departures, checking daily arrivals, reconfirming arrangements and ensuring accurate information is communicated to Front Desk and other relevant departments. The ideal candidate should have at least two years' experience in a similar reservations role, be computer literate and experienced with a PMS system. Strong attention to detail, excellent communication and customer-service skills, the ability to work under pressure, good organizational and prioritization skills, and a confident approach to sales and upselling are essential. The candidate should also be knowledgeable about the hotel and Cape Town and its surroundings, work well within a team, follow procedures accurately and consistently demonstrate a willingness to go the extra mile for guests. Overall, the role requires a professional, organized, customer-focused and sales-driven individual who can manage reservations efficiently while delivering a high standard of service and contributing to the overall success of the hotel. Skills, Experience & Educational Requirements Computer literate including relevant software and experience in using a PMS system At least 2 years experience in a similar position Focus on detail which is a major requirement of the job To be able to work efficiently and quickly in a fast-paced environment Be able to prioritize as this position has multiple projects going simultaneously Very socially-focused, requires "how can I help you?" attitude To be able to build and maintain relationships Adherence to procedures and guidelines is important Effective Communicator, open-flowing communication is important Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers Persuasive selling style to communicate the company's services & facilities, policies and terms and conditions To be able to work with and for others in a helping role To be able to lead by example, to be able to assist when required Task driven to ensure proper results Work accurately with figures and perform advanced calculations Able to work shift

2 months ago

Reservations Agent

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