Reservations Agent

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.

• 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

• 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.