Reservations Agent

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