Job Description

Job Advert Summary

As a Senior Reservations Agent at Newmark Hotels, you will be a key support to the

Reservations leadership team, helping to ensure the smooth and professional operation of the department. You will play a pivotal role in managing bookings across a diverse portfolio of luxury hotels, reserves, and resorts, while providing exceptional service to guests, travel partners, internal and hotel teams. This position requires a guest-centric mindset, meticulous attention to detail, and a proactive approach to problem-solving in a fast-paced environment.

Minimum Requirements

At least 3 years' experience in a reservation's role Previous experience working with Opera PMS is essential. In-depth understanding of South African hospitality and travel market dynamics. Strong administrative and organizational skills, with meticulous attention to detail. Excellent communication and interpersonal skills. Ability to manage multiple priorities and perform well under pressure. Collaborative approach to supporting colleagues. Flexibility to work shifts, including weekends and public holidays when needed. Passion for delivering world-class service and exceeding guest expectations.

Duties and Responsibilities

Support the Head of Reservations/Team Leaders in overseeing the day-to day operations of the reservations department. Ensure accurate and timely handling of individual, group, and FIT reservations across all Newmark properties. Assist team members with complex queries, booking procedures, and system usage. Maintain strong product knowledge across the entire Newmark portfolio, including hotels, reserves, and resorts. Ensure you and the team are aware of all hotel programs, services, accommodations types, promotions, rates, and facilities Ensure all reservations are correctly entered into Opera PMS and meet company standards. Work collaboratively with Revenue and Sales teams. Conduct regular quality control checks on upcoming arrivals, with a focus on accuracy and guest satisfaction. Resolve booking issues, including amendments, cancellations, no-shows, and overbookings in line with company policy. Manage VIP and special requests professionally and liaise with property teams to ensure execution. Assist in allocating incoming requests within the reservation's inbox,
prioritizing urgent cases appropriately, on weekends, public holidays or when the relevant team member is unavailable.
Assist with training and mentoring new and existing team members. Participate in arrival meetings and property briefings when required. * Uphold and enforce company policies, procedures, and service standards at all times