Reservations Agent

2 weeks ago

Cape Town, South Africa Recruitment Matters (Pty) Ltd Full time

Our client is seeking a dynamic and customer-focused Reservations Agent to join their team. The Reservations Agent will be responsible for handling reservations inquiries, providing accurate information to guests, and ensuring seamless booking experiences.

**Responsibilities**:

- **Reservation Management**:

- Provide personalized assistance to guests, recommending suitable accommodations based on their preferences and needs.
- Process bookings accurately and efficiently in accordance with company policies and procedures.
- Confirm reservations and communicate relevant details to guests, including check-in procedures, amenities, and special requests.
- **Customer Service**:

- Deliver exceptional customer service, addressing guest inquiries and concerns promptly and professionally.
- Assist guests with modifications to reservations, cancellations, and re-bookings as needed.
- Resolve guest complaints and issues to ensure complete satisfaction and positive experiences.
- **Inventory Management**:

- Maintain accurate records of villa availability, room types, and rates in the reservation system.
- Monitor booking trends and occupancy levels to optimize inventory and maximize revenue.
- Coordinate with the property management team to ensure accurate availability information and seamless guest transitions.
- **Sales and Up-selling**:

- Promote additional services, upgrades, and special packages to enhance the guest experience and increase revenue.
- Utilize persuasive selling techniques to maximize booking value and drive incremental sales.
- **Administrative Tasks**:

- Generate reservation reports, occupancy forecasts, and other relevant data as required.
- Ensure all reservation-related documentation is complete, accurate, and properly filed.
- Assist with administrative duties as assigned, including correspondence, filing, and record-keeping.

**Key Skills**:

- Exceptional communication and interpersonal skills.
- Strong attention to detail and accuracy.
- Ability to multi-task and prioritize in a fast-paced environment.
- Proficiency in reservation management systems and Microsoft Office suite.
- Excellent problem-solving and decision-making abilities.

**Qualifications**:

- Educational Qualifications: High school diploma or equivalent required; additional education in hospitality or related field preferred.
- Experience: Minimum of 2 years of experience in reservations or customer service roles within the hospitality industry.
- Language Skills: Fluency in English (written and verbal) required; additional languages preferred.
- Technical Skills: Proficiency in Microsoft Office suite.
- Customer Service Training: Certification or training in customer service excellence preferred.

**Job Types**: Full-time, Permanent

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