Job Description

Job Summary Large luxury Hotel in Cape Town is looking for an experienced and diligent Reservations Agent. Reporting to the Reservations Manager the successful incumbent will play a crucial role in managing booking inquiries, providing accurate information ; and ensuring smooth reservation processes to clients. This is an excellent opportunity for individuals who are methodical; efficient ; and passionate about service delivery within a pressurized environment. Duties: Handle incoming reservation calls and emails, ensuring accurate booking information is captured. Provide clients with information regarding availability, rates, and room types (or other relevant products/services). Process and confirm reservations, including special requests and requirements. Coordinating with other departments, such as housekeeping and front desk, to ensure smooth guest experiences Resolve customer inquiries, concerns, and changes to bookings in a timely and professional manner. Maintain and update reservation records in the system. Collaborate with other departments (e.g., Front Desk, Sales, etc.) to ensure a seamless guest experience. Assist with cancellations, no-shows, and rebooking's as necessary. Provide outstanding customer service and ensure customer satisfaction. Liaise with clients, sales team and operational departments Allocation of payments and banking daily Prepare daily reports Perform other duties and tasks as operationally required Requirements: Grade 12 A formal Hospitality qualification A minimum of 3 years' experience in the capacity of a Reservations Agent within a 4 / 5* hotel environment Proficiency in Microsoft Office and Opera essential Well-groomed and professional disposition Being fluent in English is essential Excellent email and telephone etiquette Critical thinking skills Strong and effective communication skills, both verbal and written with excellent Interpersonal skills. Ability to work efficiently in a fast-paced environment. Friendly; approachable, and professional with a positive, friendly attitude and strong desire to provide excellent service. Ability to manage conflict and challenging situations with respect and confidence Ability to multitask with excellent planning and organizational skills. and attention to detail. Ability to work flexible hours, including weekends and public holidays as per operational requirements A positive attitude with a passion to provide exceptional customer service. Strong attention to detail and efficiency pertaining to area of responsibility.
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