324 Reservations Agent jobs in South Africa

Company Description

Join us at Accor, where life pulses with passion

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitalityis a work of heart,

Join us and become a Heartist.

Job Description

Scope of Position

To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially Sales ensuring that all guests have an enjoyable stay with us and Hotel Room Sale has reached required level. To be responsible for the day-to-day duties with accepting and entering individual/groups reservations. To help and advice non-residents / visitors with their general needs. Resolve guest problems and complaints as appropriately and professionally as possible.

Responsibilities

• Responsible for the sales and management of all group bookings of 7 rooms or more that do not require catering (with the exception of breakfast).
• This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
• Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers…)
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
• Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
• Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage Group payments, cancellations, rooming lists and terms and conditions.
• Maintains a precise filing system for all Group reservations and correspondence.
• Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
• Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.
• Maintains control of Guest History and implement policy and procedures.
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters.
• Clear communication with all staff in relation to all group related topics.
• Ensure VIP and complimentary room night procedures are adhered to.
• Ensure Accor brand and company standards are implemented and updated.
• Ensure security and safety procedures are updated and implemented
• Promotes and maintains good public relations with PCO's, travel agents, airline companies and commercial organizations and solicits business for the hotel.
• Promotes positive working environment by developing positive team spirit.
• Setup of confidential contracts and agreements
• Other duties as requested.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.

Environmental Responsibilities

• Be completely familiar with and uphold the Hotel's environmental commitments, policies and procedures and initiatives relating to: Waste management, Energy and water conservation, Water quality.
• Responsible for supervising, maintaining and growing departmental initiatives with positive and sustainable environment impacts.
• Foster the education to new staff and guests of hotel environmental practices.

Guest Centric

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a "salesperson" by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to 'Offer the Best Service to Our Customers'.

Qualifications

Qualifications:

• Excellent verbal and written communication skills.
• Strong MS Office Suite computer skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to work in call center environment.
• Strong organizational and time management skills.
• Ability to read and comprehend rules, regulations, policies and procedures.

Additional Information

Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

Company Description
HYDE Johannesburg Rosebank is a unique opportunity to experience a one-of-a-kind lifestyle hotel brand.

The hotel is a festival-inspired food lovers paradise and showcase for music and nightlife, featuring 131 rooms with natural textures and artisan touches.

The hotel boasts a range of luxurious rooms each meticulously designed to provide the utmost comfort and style.

Job Description
Job Purpose
Assists to achieve departmental targets by accurately interpreting the accommodation needs of guests and the organisation, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required.

The position takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as her primary operational responsibility.

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay and departure of residents and guests
• Effectively manages processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
• Ensures that all inquiries are responded to, that accurate quotations are generated and sent to clients within the specified time frame
• Takes accountability for the performance of the Reservations functions of the hotel

Customer Specific Responsibilities

• Ensure world-class service is delivered to the Guest, in all Reservations locations, by collaborating with the Hotel Teams on all matters impacting bookings and the Guest service provision
• Together with the relevant teams and specialists, ensures that policies, processes and standards directly affecting the Guests do reflect their safety, security concerns and preferences
• Takes charge of implementing, and maintaining of processes and systems that ensure the delivery of highly personalised service by the Reservations team
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information

Qualifications
Knowledge and Experience

• 3 Years of experience in the hospitality Reservations operations of a luxury hotel
• Proficient in the application of Up-Sell and Cross-Sell strategies
• Proficient user of OPERA
• Ability to effectively communicate with others in English (written and spoken)
• Proficient in property specific reservations software to ensure that Occupancy is maximised
• Proficient user of Microsoft Office software applications
• High degree of confidentiality and protection of sensitive information
• Displays a sense of urgency and dedication to meeting the needs and wishes of others
• Ability to work independently without receiving detailed instructions

Additional Information

What Awaits You.

• The opportunity to join an international and innovative and fast-growing group.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.

Company Description
HYDE Johannesburg Rosebank is a unique opportunity to experience a one-of-a-kind lifestyle hotel brand.

The hotel is a festival-inspired food lovers paradise and showcase for music and nightlife, featuring 131 rooms with natural textures and artisan touches.

The hotel boasts a range of luxurious rooms each meticulously designed to provide the utmost comfort and style.

Job Description
Job Purpose
Assists to achieve departmental targets by accurately interpreting the accommodation needs of guests and the organisation, selling the maximum number of room nights at the highest achievable rate, cross-selling the hotel departments, making careful notes of all guest requirements, ensuring that guest requirements are captured in the booking, guest profile and history, and formulating and sending an accurate quotation when required.

The position takes responsibility for the complete recording of all booking and inquiry details and correspondence, while taking all reasonable measures to maximise occupancy and revenue as her primary operational responsibility.

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay and departure of residents and guests
• Effectively manages processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
• Ensures that all inquiries are responded to, that accurate quotations are generated and sent to clients within the specified time frame
• Takes accountability for the performance of the Reservations functions of the hotel

Customer Specific Responsibilities

• Ensure world-class service is delivered to the Guest, in all Reservations locations, by collaborating with the Hotel Teams on all matters impacting bookings and the Guest service provision
• Together with the relevant teams and specialists, ensures that policies, processes and standards directly affecting the Guests do reflect their safety, security concerns and preferences
• Takes charge of implementing, and maintaining of processes and systems that ensure the delivery of highly personalised service by the Reservations team
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information

Qualifications
Knowledge and Experience

• 3 Years of experience in the hospitality Reservations operations of a luxury hotel
• Proficient in the application of Up-Sell and Cross-Sell strategies
• Proficient user of OPERA
• Ability to effectively communicate with others in English (written and spoken)
• Proficient in property specific reservations software to ensure that Occupancy is maximised
• Proficient user of Microsoft Office software applications
• High degree of confidentiality and protection of sensitive information
• Displays a sense of urgency and dedication to meeting the needs and wishes of others
• Ability to work independently without receiving detailed instructions

Additional Information

What Awaits You.

• The opportunity to join an international and innovative and fast-growing group.
• The ability to challenge the norm and work in an environment that is both creative and rewarding.
• Be part of a team that is very passionate about creating great hospitality experiences and exploring new locations with every opportunity.
• A competitive package and plenty of development opportunities.
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As a Reservationist, you serve as a frontline ambassador, responsible for the promotion, sales, and booking of the hotel's products and services. You will ensure a seamless reservation experience from initial inquiry to confirmation, while providing exceptional customer service and supporting operational efficiency across departments.

• Proficiency in Opera Property Management System (PMS)
• Strong command of Microsoft Office Suite
• Excellent verbal and written communication skills
• Experience in managing OTA responses and extranet platforms
• Exceptional attention to detail and organizational skills
• Ability to work under pressure, prioritize tasks, and handle multiple requests
• Customer-focused mindset with a proactive approach to service

• Handle hotel reservations via telephone, email, and online platforms.
• Prepare accurate rate proposals and quotations for individual and group bookings.
• Maintain up-to-date and detailed records of all reservations, guest profiles, payments, and special requests.
• Proactively upsell room categories, packages, and other hotel offerings where appropriate.
• Respond courteously and professionally to all reservation-related queries and ensure timely follow-up.
• Manage and monitor room blocks and group reservations, including allocation and release procedures.
• Coordinate with internal departments regarding guest requirements, special requests, and instructions.
• Assist with the booking of ancillary services such as transfers, dining, and other outlet reservations.
• Compile daily arrival and guest correspondence packs for the Front Office.
• Report overbookings, rate discrepancies, and system issues to the Reservations Manager promptly.
• Ensure accurate invoicing, payment tracking, and allocation of deposits.
• Manage the OTA (Online Travel Agent) extranets and respond to OTA communications.
• Monitor and maintain internal worksheets (e.g., PM sheet, payment trackers, unallocated deposits).
• Follow up on all quotations to maximize conversion and revenue.
• Ensure all bookings are accurately captured in the PMS and aligned with operational standards.
• Resolve guest issues within your scope and escalate where necessary.
• Check and respond to emails within the company's communication timeframe.
• Ensure reservation vouchers are correctly processed and recorded.
• Attend required training sessions and stay updated on hotel packages and procedures.
• Adhere to departmental SOPs, quality assurance standards, and dress code expectations

Company Description

Scope of Position:

Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all

details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations Agent

is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you

provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel

experience to come.

Job Description

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest's needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest's expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and

wholesaler's guests.

• Has a general understanding of Groups - including cut off dates, blocking and booking policies and

procedures.

• Acts in accordance with the standards, conforms to the policies and procedures.
• High communication skills verbal and written. Perfect use of English.
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these

methods to offer as per available Hotel inventory.

• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest

service is maintained and the maximum profit is generated.

• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and

effectively to inquiries.

• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through

special duties as assigned.

• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work

environment.

• Promotes and practices all organizational values of teamwork, mutual respect, integrity and

empowerment among all co-workers

• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate

bookings and guest confirmations

• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that

payments are received on time and communicated to the accounts department and front office prior to

the guest or group arrival.

• Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required,

ensuring that follow up and payment is received.

• Other duties as assigned

PIPELINE LEVEL

• Manage self.

LEVELS OF ACCOUNTABILITY

• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY

• Responsible for own performance

COMPETENCIES

• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders

• To ensure that all quotes compiled are accurate and every attempt is made to secure the

business for Cape Grace.

• Manage and follow up on all deposit payments in line with the reservation terms and conditions

and ensure that payments are received on time and communicated to the accounts department

and front office prior to the guest's arrival.

Customer Service: Delighted Customers

• Models the Organizational Values
• Matching the features and benefits of our product offering to ensure that we exceed our guest's

expectations.

Processes: Effective Processes

• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary,

ensuring any new and relevant information is communicated between these departments and

Reservations.

• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Group Reservations as/when necessary, with enquiry turnaround, call handling.

GENERAL KNOWLEDGE AND RESPONSIBILITIES

• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the

company policy.

• Works in harmony with all departments and employees, is willing to assist others if and when

required.

• Attends all training workshops as and when required.
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures

as well as all checklists pertaining to the position.

• Performs any reasonable duty as instructed from time to time.

Qualifications

Qualifications:

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service
• Proficiency in English (Verbal, Written, Reading), second language is an asset.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and

suppliers.

• Demonstrated experience using:

o Opera Property Management System

o Microsoft Office Suite to at least Intermediate level

o Previous experience on TARS would be advantageous.

• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated

communication skills.

• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining

calm, collective and accurate.

• Must be flexible in terms of working hours (Shift Timing)

As the first point of contact for guests, the Junior Reservations Agent plays a key role in promoting, selling, and securing bookings for Newmark Hotels and Reserves. This position requires strong communication skills, a customer-centric attitude, and a commitment to delivering a seamless reservation experience—from initial inquiry to final confirmation

• Proficiency in Opera Cloud PMS
• Solid Microsoft Office skills (Word, Excel, Outlook)
• Excellent verbal and written communication
• Experience in managing OTA communications
• Strong attention to detail and organizational skills

• Manage reservations via phone, email, and online platforms.
• Prepare rate proposals and ensure accurate booking records.
• Upsell packages and room upgrades when applicable.
• Coordinate with internal departments for special requests and guest needs.
• Handle group bookings and room blocks.
• Respond to guest inquiries and resolve or escalate complaints.
• Maintain system accuracy, manage payment links, invoices, and allocations.
• Monitor and update OTA extranets and ensure proper rate loading.
• Prepare daily check-in packs and assist with additional service bookings (transfers, dinners, etc.).
• Ensure timely responses to emails and adherence to SOPs

Company Description:

Nox is the leading property area specialist in Camps Bay and Clifton, with dedicated divisions for sales, holiday rentals, and long-term rentals. Founded in 2003, we bring decades of experience. We offer a personalised and professional service, ensuring guests satisfaction and excellence in property management.

Mission for the Role:

To support the Sales & Customer Services team by processing reservations efficiently, accurately, and with a service-first attitude — ensuring every guest or agent enquiry results in a confident and seamless booking experience.

Outcomes & Key Accountabilities:

• Accurate and Timely Booking Management:
• Ensure all reservations are captured correctly in Boom, with complete and accurate guest data, pricing, payment status, and booking details. Maintain zero-error booking standards.
• Fast Response to Enquiries:
• Respond to incoming booking enquiries via email, phone, or live chat within agreed response SLAs. Escalate complex or high-value leads appropriately to the Reservations Manager.
• Guest Service Handover:
• Ensure every confirmed booking is handed over to the Guest Services teams, with clear notes and relevant guest details logged in the Boom system.
• Administrative Efficiency:
• Manage deposits, payment follow ups, cancellation schedules, and document handling with discipline and care. Ensure policies are followed, updates are tracked, and issues are flagged early.
• Weekend & Public Holiday Coverage:
• Cover reservations from all sources (agent, directs and OTA's) over weekends and public holidays on a rotational shifting roster while assisting the customer service team with incoming calls.

Key Performance Indicators:

1. Operational Delivery

Booking Accuracy Rate

Target: 100% of reservations processed without error and with correct guest detailsIndicates attention to detail and adherence to process

Response Time to Enquiries

Target: ≥ 90% responded to within 1 business hourReflects responsiveness and potential conversion impact

2. Sales Support & Revenue Optimisation

Lead Follow-Up Rate

Target: 100% of enquiries and reservations followed up within 24 hours via Boom & HubspotEnsures no lead is lost

Campaign & Special Support

Target: 100% of tasks completed within 24 hours of request via BoomMeasures reliability in supporting occupancy growth initiatives

Payment Follow - Ups

Target: 100% of Direct and Agent bookings are in line with our payment terms and conditions.Ensures no outstanding balance due leading to loss in revenue.

Role-Specific Competencies

1. System Proficiency
2. Works confidently in Boom, Hubspot, OTA extranets, and internal workflows.
3. Process Discipline
4. Follows booking and admin processes to the letter.
5. Problem Solving
6. Escalates smartly, asks the right questions, and helps resolve issues early.
7. Guest Empathy
8. Understands what's at stake for guests booking a luxury holiday — and acts accordingly.

As the first point of contact for guests, the Junior Reservations Agent plays a key role in promoting, selling, and securing bookings for the V&A properties. This position requires strong communication skills, a customer-centric attitude, and a commitment to delivering a seamless reservation experience—from initial inquiry to final confirmation

• Proficiency in Opera Cloud PMS
• Solid Microsoft Office skills (Word, Excel, Outlook)
• Excellent verbal and written communication
• Experience in managing OTA communications
• Strong attention to detail and organizational skills

• Manage reservations via phone, email, and online platforms.
• Prepare rate proposals and ensure accurate booking records.
• Upsell packages and room upgrades when applicable.
• Coordinate with internal departments for special requests and guest needs.
• Handle group bookings and room blocks.
• Respond to guest inquiries and resolve or escalate complaints.
• Maintain system accuracy, manage payment links, invoices, and allocations.
• Monitor and update OTA extranets and ensure proper rate loading.
• Prepare daily check-in packs and assist with additional service bookings (transfers, dinners, etc.).
• Ensure timely responses to emails and adherence to SOPs

We are looking for a dynamic and customer-focused Reservations Agent to join our team at our prestigious 5-star property. The ideal candidate will have exceptional communication skills, a passion for hospitality, and the ability to provide personalized service to each guest.

Key Responsibilities:

• Handle all reservation requests promptly and professionally via phone, email, and online platforms.
• Provide accurate information about room types, rates, availability, and hotel facilities.
• Understand guests' needs and think out of the box to create tailored accommodation solutions.
• Demonstrate in-depth knowledge of the hotel's rooms, suites, and services to confidently recommend the best options.
• Ensure all bookings are processed correctly in the system and special requests are noted.
• Communicate effectively with other departments to ensure guest expectations are met or exceeded.
• Maintain flexibility to adapt to changing priorities and last-minute requests.
• Deliver an exceptional guest experience from the first contact through to arrival.

Key Qualities & Skills:

• Highly responsive and efficient in handling guest inquiries.
• Flexible and adaptable to guest needs and operational demands.
• Creative thinker who can find unique ways to satisfy and delight guests.
• Excellent knowledge of the hotel's rooms, layouts, and amenities.
• Strong written and verbal communication skills in English (additional languages an advantage).
• Previous experience in luxury hospitality or a 5-star environment preferred.

Job Types: Full-time, Part-time

Pay: R8 000,00 - R12 000,00 per month

Expected hours: 20 – 40 per week

Work Location: Remote