Our Client is looking for a Reservations Agent to join their team.
Location: Franschhoek
Professional Summary
Experienced hospitality and reservations professional with a strong background in guest service, accommodation bookings, client communication and administrative coordination. Skilled in managing reservation enquiries, interpreting guest requirements, maximising room sales and maintaining accurate booking information while delivering a professional and personalised guest experience.
Key Responsibilities
- Manage accommodation reservations and enquiries from initial contact through to confirmed booking.
- Accurately record all booking details, guest requirements, correspondence and special requests.
- Maximise occupancy and revenue by selling available room nights at the highest achievable rates.
- Apply correct accommodation rates and booking conditions to reservations.
- Cross-sell hotel departments, facilities and additional services to enhance guest experiences and revenue.
- Prepare and send accurate quotations based on guest and agent requirements.
- Ensure guest preferences, requests and special requirements are accurately captured in booking records and guest profiles.
- Communicate professionally and timeously with guests, travel agents, internal departments and external suppliers.
- Anticipate guest requirements and provide accurate information and solutions before issues arise.
- Coordinate with relevant hotel departments to ensure seamless service delivery and fulfilment of guest requests.
- Maintain a high standard of accuracy and professionalism across all reservation correspondence.
- Monitor provisional bookings and ensure timely release or confirmation of bookings.
- Follow up on deposits and outstanding booking requirements within required timeframes.
- Manage reservation enquiries with a focus on achieving occupancy and revenue targets.
- Handle guest concerns and queries through constructive, solution-driven conflict resolution.
- Maintain strict confidentiality of guest and customer information.
- Follow departmental and hotel policies, procedures, health and safety requirements and security standards.
- Maintain accurate reservation records while ensuring minimal errors and corrections.
- Contribute to a positive culture of teamwork, employee engagement and hospitality.
- Work effectively with cross-functional teams to maintain consistent service standards.
- Adapt to changing guest requirements, operational priorities and high-pressure hospitality environments
Core Skills
- Hotel Reservations
- Guest Relations & Customer Service
- Accommodation Bookings
- Revenue & Occupancy Optimisation
- Sales & Cross-Selling
- Guest Profile Management
- Quotation Preparation
- Travel Agent & Client Liaison
- PMS & Reservation Systems
- Professional Written Communication
- Conflict Resolution
- Attention to Detail
- Process Excellence
- Confidentiality & Data Handling
- Teamwork & Cross-Departmental Collaboration
- Problem Solving
- Adaptability & Initiative
- High-Standard Service Delivery
Desired Skills:
- Reservations Agent
- Reservations Coordinator
- Reservations Executive
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