SUMMARY:
We are seeking a highly organized and detailed orientated service specialist to manage and convert all reservations segments.
Someone with exceptional customer service to guests and enhancing the customer service with all stakeholders.
POSITION INFO:
Location: Cape Town
Salary: R 20 000 basic salary plus benefits
Industry: Hospitality & Tourism
Employment Type: Full-Time
Key Requirements:
- Hospitality qualification or equivalent preferred.
- Minimum 3–5 years’ experience in hotel reservations within a 4-star or 5-star environment.
- Proven experience handling and converting all reservations segments.
- Strong knowledge of Opera.
- Proficient in Microsoft Office Suite.
- Excellent verbal and written communication skills in English (additional languages
advantageous).
- Strong organizational and multitasking abilities.
- High level of attention to detail and accuracy.
- Ability to work under pressure and meet deadlines.
- Flexible to work weekends and public holidays when operationally required.
- Ability to work in a high volume, fats pace pressurised work environment
- Exceptional administrative skills
- Professional and diplomatic disposition.
Key Responsibilities:
- Manage all related reservation enquiries for all segments as required.
- Process, modify, and confirm reservations accurately via email, telephone, online platforms,
and all Stakeholders
- Ensure all reservations are captured correctly in the Property Management System (PMS).
- Monitor room inventory, availability, rates, and booking patterns to maximize occupancy and
revenue.
- Handle cancellations, amendments, no-shows, and re-bookings efficiently.
- Ensure all guest profiles, payment details, and booking notes are updated and maintained
accurately.
- Provide accurate information regarding room types, packages, rates, promotions, and hotel facilities.
- Build strong relationships with all relevant stakeholders and clientele.
- Upsell room categories and hotel services where possible.
- Coordinate all bookings from enquiry stage to payment stage.
- Liaise with Sales and Events teams regarding contracts, allocations, room blocks, and cut-off dates.
- Manage rooming lists, billing instructions, deposits, and special requests for groups.
- Ensure smooth communication between operational departments for group arrivals and departures.
- Attend operational meetings relating to groups and events where required.
- Prepare daily, weekly, and monthly reservation reports.
- Monitor pickup reports, occupancy trends, and booking pace.
- Assist with forecasting and inventory management.
- Ensure all payments, deposits, and billing instructions are processed correctly.
- Maintain accurate filing and reservation records.
- Deliver professional and efficient customer service at all times.
- Handle guest concerns and booking issues promptly and professionally.
- Work closely with Front Office, Housekeeping, Sales, and Finance to ensure seamless guest experiences.
- Respond timeously within the requested turnaround time.
- Maintain excellent email and telephone etiquette.
- Perform all duty as and when required.
Please note that due to the high volume of applications received, only shortlisted candidates will be contacted. If you do not receive feedback from us within two (2) weeks of submitting your application, please consider your application unsuccessful. We thank you for your interest in the position and wish you success in your future career endeavors.
