Comms Centre Agent (Reservations)

In brief

**Overview** The President Hotel, recognized as Cape Town’s Most Loved Hotel, is seeking an experienced Comms Centre Agent specializing in Reservations. This role is integral to the hotel's ongoing journey toward luxury, operating within a professional, high-volume 349-room city hotel environment. The position is part of a 24-hour reservations operation and requires the ability to work a rotating shift schedule, including overnight shifts. **What you will do** * Managing hotel reservations accurately and efficiently across all applicable booking channels * Processing new reservations, amendments and cancellations on OPERA PMS * Responding professionally and timeously to telephone, email and online reservation enquiries * Ensuring guest profiles, booking details, rates, packages and special requests are accurately captured * Checking reservation details carefully to minimise errors and ensure a smooth guest arrival experience * Providing guests with accurate information regarding room types, rates, packages, hotel facilities and reservation policies * Monitoring availability and ensuring reservations are processed according to hotel procedures and rate strategies * Identifying appropriate opportunities to upsell room categories, packages and additional hotel services * Handling reservation queries and resolving booking-related concerns professionally * Processing and following up on reservation correspondence and outstanding information * Liaising closely with Front Office, Revenue, Sales, Guest Experience and other operational departments * Ensuring important guest information and special requests are communicated to the relevant departments * Maintaining accurate reservation records and completing required administrative tasks * Managing reservations responsibilities confidently and independently during late and overnight shifts * Maintaining excellent guest service standards regardless of shift or time of day * Ensuring every reservation interaction reflects the professional and elevated standards expected at The President Hotel **Requirements (from the original advert)** * Minimum 2 years’ experience as a Reservations Agent / Reservationist within a large, high-volume city hotel environment * Previous hotel reservations experience is essential – general reception experience alone will not meet the requirements of this position * Strong working knowledge and practical experience using OPERA PMS essential * Experience managing individual reservations, amendments, cancellations and guest booking enquiries * Good understanding of hotel room types, rates, packages and reservation policies * Understanding of hotel availability, occupancy and basic revenue management principles * Experience processing reservations received through direct channels, online channels and other booking sources * Strong telephone, email and written communication skills * Excellent attention to detail and a high level of booking accuracy * Strong administrative and organisational skills * Confident dealing with guests professionally and resolving reservation-related queries * Ability to identify opportunities to upsell rooms, packages and hotel services * Ability to work independently and make sound operational decisions during late and overnight shifts * Ability to manage multiple enquiries and priorities within a busy reservations environment * Strong computer literacy * Professional grooming and presentation * Must be willing and able to work rotating shifts, including 07h00–16h00, 14h00–23h00 and 23h00–08h00 * Ability to work weekends and public holidays as operationally required * Reliable transport arrangements, particularly for late and overnight shifts * South African ID * A fully updated CV with contactable reference details is essential **Who should apply** The ideal candidate is an experienced Reservations Agent with a solid background in hotel reservations, specifically within a large, high-volume city hotel environment, and strong working experience on OPERA PMS. Applicants must be confident working independently, especially during late and overnight shifts, and demonstrate an understanding of accuracy and revenue optimisation. A key attribute is the ability to create excellent guest experiences from the first point of contact. The role requires willingness and ability to work a rotating shift schedule, including overnight shifts (23h00 to 08h00), as well as weekends and public holidays. Candidates should possess professional grooming and presentation, along with reliable transport arrangements for all shifts. Eligibility requires a South African ID and a fully updated CV with contactable references. **Deadline** Not specified **Reference** Original posting: https://www.jobmail.co.za/jobs/tourism-hospitality/other-tourism-hospitality/western-cape/comms-centre-agent-reservations-id-7595600 Source: jobmail

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At a glance

• At least 2 years of experience.

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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