Reservations Agent

SUMMARY:
Our Client is looking for a Reservations Agent to join their team.

POSITION INFO:
Location: Franschhoek
 
Professional Summary
 
Experienced hospitality and reservations professional with a strong background in guest service, accommodation bookings, client communication and administrative coordination. Skilled in managing reservation enquiries, interpreting guest requirements, maximising room sales and maintaining accurate booking information while delivering a professional and personalised guest experience.
 
Key Responsibilities

• Manage accommodation reservations and enquiries from initial contact through to confirmed booking.
• Accurately record all booking details, guest requirements, correspondence and special requests.
• Maximise occupancy and revenue by selling available room nights at the highest achievable rates.
• Apply correct accommodation rates and booking conditions to reservations.
• Cross-sell hotel departments, facilities and additional services to enhance guest experiences and revenue.
• Prepare and send accurate quotations based on guest and agent requirements.
• Ensure guest preferences, requests and special requirements are accurately captured in booking records and guest profiles.
• Communicate professionally and timeously with guests, travel agents, internal departments and external suppliers.
• Anticipate guest requirements and provide accurate information and solutions before issues arise.
• Coordinate with relevant hotel departments to ensure seamless service delivery and fulfilment of guest requests.
• Maintain a high standard of accuracy and professionalism across all reservation correspondence.
• Monitor provisional bookings and ensure timely release or confirmation of bookings.
• Follow up on deposits and outstanding booking requirements within required timeframes.
• Manage reservation enquiries with a focus on achieving occupancy and revenue targets.
• Handle guest concerns and queries through constructive, solution-driven conflict resolution.
• Maintain strict confidentiality of guest and customer information.
• Follow departmental and hotel policies, procedures, health and safety requirements and security standards.
• Maintain accurate reservation records while ensuring minimal errors and corrections.
• Contribute to a positive culture of teamwork, employee engagement and hospitality.
• Work effectively with cross-functional teams to maintain consistent service standards.
• Adapt to changing guest requirements, operational priorities and high-pressure hospitality environments

• Hotel Reservations
• Guest Relations & Customer Service
• Accommodation Bookings
• Revenue & Occupancy Optimisation
• Sales & Cross-Selling
• Guest Profile Management
• Quotation Preparation
• Travel Agent & Client Liaison
• PMS & Reservation Systems
• Professional Written Communication
• Conflict Resolution
• Attention to Detail
• Process Excellence
• Confidentiality & Data Handling
• Teamwork & Cross-Departmental Collaboration
• Problem Solving
• Adaptability & Initiative
• High-Standard Service Delivery