Reservations Agent

SUMMARY:
Large Hotel in Bantry Bay is looking for a Reservations Agent to join their team and take ownership of delivering exceptional guest service through precise and efficient reservation handling.
 
The successful candidate will manage bookings across multiple channels, create and maintain accurate records, process modifications and cancellations and ensure all guests and agents receive professional and timely communication.

POSITION INFO:
Duties:

Reservations & Guest Communication:

Respond promptly to all reservation enquiries via telephone, e-mail, fax, online systems and travel agent networks.
Create and maintain accurate reservation records, ensuring confirmations, cancellations and modifications are processed correctly.
Issue confirmation letters, pro-forma invoices and follow up on advance deposits to secure bookings.
Collect and verify travel agent vouchers, ensuring information aligns with Opera PMS records.

Operational & Administrative Support:

Prepare daily arrival lists for Front Office and assist with pre-registration when required.
Manage arrival preparations seven days in advance and coordinate handovers.
Follow up on non-arrivals and cancellations, applying fees and charges where applicable.
Maintain guest history records and VIP profile lists, ensuring accurate company and client data.
Uphold all procedures to maximise occupancy and achieve optimal average room rates.

Financial & System Accuracy:

Ensure timely posting of deposits and payments onto reservations.
Monitor and follow up on outstanding pro-forma invoices to secure pre-arrival payments.
Apply knowledge of BAR (Best Available Rate) and basic yield management principles to support revenue optimisation.

Quality & Service Standards:

Deliver professional, guest-focused service with a pleasant disposition and excellent telephone manner.
Ensure all correspondence and communications are accurate, timely and aligned with hotel procedures.
Contribute to overall departmental goals by supporting colleagues and carrying out additional duties as requested by management.

Requirements:

Matric
Hotel School Diploma advantageous
Minimum 1 year of recent hotel reservations experience in a 4- or 5-star leisure environment
Must be fluent in English (spoken and written) and able to communicate effectively with both colleagues and guests
Working knowledge of Opera PMS (Version V5) essential
Proficiency in MS Word, Outlook, and Excel
Detail-Oriented
Decisive & Flexible
Diligent & Professional
Honest & Mature
Target-Driven
Creative Problem Solver
Team Player with a Positive Attitude
Reservations Accuracy & Record Management
Guest Communication & Service Excellence
BAR & Yield Management Knowledge
Organisational & Time Management Skills
Financial Accuracy (Deposits, Invoicing, Payments)
Must hold a valid South African ID