We are seeking a professional and customer-focused
Reservations Call Centre Agent
to join our team. In this role, you will serve as the first point of contact for guests and clients, providing exceptional service and ensuring a seamless booking experience across our portfolio of properties. Your responsibilities will include handling inbound calls, processing reservations, offering tailored recommendations, and maintaining accurate guest records. You will play a vital role in building lasting relationships with our guests by consistently delivering service that exceeds expectations.
Minimum Requirements
Strong attention to detail and a commitment to quality
Excellent written and verbal communication skills
Energetic, friendly, and professional demeanour
Positive attitude with a passion for customer service
Previous experience in the hospitality industry is preferred
Familiarity with Opera PMS is an advantage
Demonstrated ability to adapt in a fast-paced, multitasking environment
Strong problem-solving skills and the ability to think quickly on your feet
Capable of working both independently and collaboratively within a team
Previous call centre experience is a plus
Duties and Responsibilities
Respond to reservation inquiries via telephone and email in a courteous, efficient, and professional manner, adhering to departmental standards.
Accurately create and manage reservations across all properties in our portfolio, including preparation of rate proposals.
Maintain detailed and up-to-date records of guest profiles, bookings, payments, and relevant operational notes.
Proactively upsell accommodation types and special packages where appropriate to drive revenue.
Support the administration of the reservations department by maintaining efficient systems and processes.
Follow up on quotations promptly to convert leads into confirmed bookings.
Resolve guest concerns where possible, using sound judgment and escalating issues to management when necessary.
Establish and communicate rates within authorized guidelines.
Continuously update your knowledge of all products, packages, and specials to assist with guest inquiries and bookings across other outlets.
Coordinate guest requests such as transfers, dinner bookings, and other special services by liaising with relevant departments or external partners.
Report system issues, rate discrepancies, and overbookings to the Reservations Supervisor.
Ensure optimal use of the Property Management System (PMS) and maintain up-to-date knowledge of room types and availability.
Process and track invoices, credit card payments, and ensure all payments are correctly posted to the corresponding booking.
Complete and update internal worksheets and checklists daily.
Ensure all reservations are captured accurately and in line with standard operating procedures.
Respond to all emails within the required turnaround time.
Attend training sessions as required to maintain high standards of performance.
Perform all tasks in compliance with applicable quality standards and departmental operating procedures.
* Complete the daily call centre checklist to ensure operational efficiency.
Beware of fraud agents! do not pay money to get a job
MNCJobs.co.za will not be responsible for any payment made to a third-party. All Terms of Use are applicable.