Reservations Agent 
(20190)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion

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

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.