Reservations Agent

1 day ago

Cape Town, Western Cape, South Africa Newmark Hotels Full time
Job Advert Summary

As a Reservationist, you serve as a frontline ambassador, responsible for the promotion, sales, and booking of the hotel's products and services. You will ensure a seamless reservation experience from initial inquiry to confirmation, while providing exceptional customer service and supporting operational efficiency across departments

Minimum Requirements
  • Proficiency in Opera Property Management System (PMS)
  • Strong command of Microsoft Office Suite
  • Excellent verbal and written communication skills
  • Experience in managing OTA responses and extranet platforms
  • Exceptional attention to detail and organizational skills
  • Ability to work under pressure, prioritize tasks, and handle multiple requests
  • Customer-focused mindset with a proactive approach to service
Duties and Responsibilities
  • Handle hotel reservations via telephone, email, and online platforms.
  • Prepare accurate rate proposals and quotations for individual and group bookings.
  • Maintain up-to-date and detailed records of all reservations, guest profiles, payments, and special requests.
  • Proactively upsell room categories, packages, and other hotel offerings where appropriate.
  • Respond courteously and professionally to all reservation-related queries and ensure timely follow-up.
  • Manage and monitor room blocks and group reservations, including allocation and release procedures.
  • Coordinate with internal departments regarding guest requirements, special requests, and instructions.
  • Assist with the booking of ancillary services such as transfers, dining, and other outlet reservations.
  • Compile daily arrival and guest correspondence packs for the Front Office.
  • Report overbookings, rate discrepancies, and system issues to the Reservations Manager promptly.
  • Ensure accurate invoicing, payment tracking, and allocation of deposits.
  • Manage the OTA (Online Travel Agent) extranets and respond to OTA communications.
  • Monitor and maintain internal worksheets (e.g., PM sheet, payment trackers, unallocated deposits).
  • Follow up on all quotations to maximize conversion and revenue.
  • Ensure all bookings are accurately captured in the PMS and aligned with operational standards.
  • Resolve guest issues within your scope and escalate where necessary.
  • Check and respond to emails within the company's communication timeframe.
  • Ensure reservation vouchers are correctly processed and recorded.
  • Attend required training sessions and stay updated on hotel packages and procedures.
  • Adhere to departmental SOPs, quality assurance standards, and dress code expectations

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