Reservations Agent at One&Only Resorts

• The Reservations Agent is responsible for delivering exceptional guest service by managing reservations and guest requests in a professional, efficient, and personalized manner. The role involves promoting and selling the hotel's facilities, services, packages, and experiences while ensuring that guest needs are anticipated and exceeded. A strong focus is placed on creating positive guest interactions, maintaining confidentiality, resolving concerns promptly, and representing the hotel professionally at all times.
• The Reservations Agent handles reservations received through telephone, email, GDS, third-party websites, and other booking channels, ensuring that all bookings, amendments, cancellations, and guest information are processed accurately and within the required turnaround times. The position requires maintaining detailed and accurate records, communicating guest preferences and special requests to relevant departments, and ensuring that all reservation information is correctly entered into the Property Management System (PMS).
• A key aspect of the role is revenue generation through effective upselling and promotion of hotel facilities, packages, special offers, and destination experiences. The Reservations Agent must remain knowledgeable about the hotel's products and services, as well as local attractions and activities in Cape Town, to provide informed recommendations and maximize sales opportunities.
• The role also requires close collaboration with other departments to ensure seamless guest experiences. Effective communication, teamwork, adherence to hotel policies and procedures, and compliance with health, safety, security, and quality assurance standards are essential. The Reservations Agent is expected to contribute to departmental performance targets, including maintaining high mystery call audit scores, while continuously developing their skills and knowledge to support the hotel's operational and service excellence objectives.

Skills, Experience & Educational Requirements

• Computer literate including relevant software and experience in using a PMS system
• At least 2 year experience in a similar position
• Focus on detail which is a major requirement of the job
• To be able to work efficiently and quickly in a fast paced environment
• Be able to prioritize as this position has multiple projects going simultaneously
• Very socially-focused, requires “how can I help you?” attitude
• To be able to build and maintain relationships
• Adherence to procedures and guidelines is important
• Effective Communicator, open-flowing communication is important
• Must be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customers
• Persuasive selling style to communicate the company’s services & facilities, policies and terms and conditions
• To be able to work with and for others in a helping role
• To be able to lead by example, to be able to assist when required
• Task driven to ensure proper results
• Work accurately with figures and perform advanced calculations
• Must be able to work shifts