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