Reservations Agent

About the role

The Reservations Agent will deliver exceptional guest service by handling all reservation enquiries and requests for One&Only Cape Town. You will work closely with multiple hotel departments to ensure each guest’s stay is personalized, seamless, and exceeds expectations.

Key responsibilities

• Process reservations, amendments, and cancellations received via telephone, email, GDS, third‑party websites and other channels.
• Enter and maintain accurate guest information in the Property Management System (PMS).
• Communicate guest preferences and special requests to relevant departments.
• Promote and upsell hotel facilities, packages, special offers and local experiences.
• Maintain high standards of confidentiality, professionalism and compliance with hotel policies.
• Collaborate with other teams to ensure smooth hand‑over and delivery of services.

Required profile

• Strong customer‑service orientation with a passion for hospitality.
• Excellent communication skills, both written and verbal.
• Ability to work efficiently under time‑pressured conditions.
• Attention to detail and accuracy in data entry.

Required skills

• Experience with Property Management System (PMS) platforms.
• Familiarity with Global Distribution Systems (GDS) and online booking channels.