We’re seeking a Reservations Agent to join our team and take ownership of delivering exceptional guest service through precise and efficient reservation handling. The successful candidate will manage bookings across multiple channels, create and maintain accurate records, process modifications and cancellations, and ensure all guests and agents receive professional and timely communication. If you live and breathe our values – Teamwork, Respect, Innovation, Accountability, Passion, and Integrity – we want you on our journey.

Key Responsibilities
Reservations & Guest Communication

• Respond promptly to all reservation inquiries via telephone, e-mail, fax, online systems, and travel agent networks.
• Create and maintain accurate reservation records, ensuring confirmations, cancellations, and modifications are processed correctly.
• Issue confirmation letters, pro-forma invoices, and follow up on advance deposits to secure bookings.
• Collect and verify travel agent vouchers, ensuring information aligns with Opera PMS records.

Operational & Administrative Support

• Prepare daily arrival lists for Front Office and assist with per-registration when required.
• Manage arrival preparations seven days in advance and coordinate handovers.
• Follow up on non-arrivals and cancellations, applying fees and charges where applicable.
• Maintain guest history records and VIP profile lists, ensuring accurate company and client data.
• Uphold all procedures to maximize occupancy and achieve optimal average room rates.

Financial & System Accuracy

• Ensure timely posting of deposits and payments onto reservations.
• Monitor and follow up on outstanding pro-forma invoices to secure per-arrival payments.
• Apply knowledge of BAR (Best Available Rate) and basic yield management principles to support revenue optimization.

Quality & Service Standards

• Deliver professional, guest-focused service with a pleasant disposition and excellent telephone manner.
• Ensure all correspondence and communications are accurate, timely, and aligned with hotel procedures.
• Contribute to overall departmental goals by supporting colleagues and carrying out additional duties as requested by management.

Requirements

• Education: Matric (Hotel School Diploma advantageous)
• Must be fluent in English (spoken and written) and able to communicate effectively with both colleagues and guests
• Experience: Minimum 1 year of recent hotel reservations experience in a 4- or 5-star leisure environment
• Working knowledge of Opera PMS (Version V5) essential
• Proficiency in MS Word, Outlook, and Excel

Required Characteristics

• Detail-Oriented
• Decisive & Flexible
• Diligent & Professional
• Honest & Mature
• Target-Driven
• Creative Problem Solver
• Team Player with a Positive Attitude

Key Competencies

• Reservations Accuracy & Record Management
• Guest Communication & Service Excellence
• BAR & Yield Management Knowledge
• Organisational & Time Management Skills
• Financial Accuracy (Deposits, Invoicing, Payments)
• Opera PMS & Microsoft Office Proficiency