Reservations Agent

SUMMARY:
Ultra Luxury Hotel in Sea Point a Hotel Reservations Agent to process & manage all booking requests, inquiries, and modifications.
 
Acting as the primary point of contact for guests, you will maximize revenue through upselling and strategic rate negotiation while ensuring flawless data accuracy in the property management system.

POSITION INFO:
Duties:
 
Process reservations, modifications, and cancellations received via phone, email, or online travel agencies (OTAs).
Address guest inquiries regarding availability, room types, rates, amenities, and local attractions with exceptional telephone etiquette.
Convert inquiries into confirmed bookings and proactively upsell premium rooms, packages, and special services to maximize hotel revenue.
Maintain accurate and up-to-date room inventory, rates, and guest profiles within the hotel's reservation software (e.g., Opera PMS or GDS).
Communicate special guest requests, VIP statuses, and group blocks with front desk and housekeeping departments to ensure seamless arrivals.
 
Requirements:
 
Grade 12
A formal hospitality qualification
At least 3+ years of previous experience in hospitality, reservations at a 5* level
Proficiency with property management software (PMS), booking systems, and Microsoft Office.
Excellent verbal and written communication skills; multilingual abilities are often preferred in tourist destinations.
High accuracy in entering statistical data, processing payments, and managing guest correspondence.
Ability to handle high-pressure situations, negotiate rates, and de-escalate potential billing or booking conflicts.