Reservations Agent

About the role

As a Reservations Agent at Mount Nelson, you will be the first point of contact for guests planning their stay. You will deliver professional, courteous service while managing bookings, rate proposals and guest inquiries to maximise revenue and guest satisfaction.

Key responsibilities

• Process hotel reservations, prepare rate proposals and maintain accurate booking records.
• Answer reservation calls in line with LQA standards and upsell special packages or higher room categories.
• Manage small room blocks, monitor quotations and follow‑up to optimise revenue.
• Handle guest complaints, apply judgement and escalate to the Reservations Manager when needed.
• Coordinate with other departments on special instructions, transfers, outlet bookings and ancillary services.
• Prepare daily arrival packs for the Front Office and ensure all invoices, payment links and deposits are correctly posted.
• Report system discrepancies, over‑bookings and any issues to the Reservations Manager.

Required profile

• Diploma or degree from a reputable hotel school (advantageous).
• Minimum 2 years experience in Front Office or Reservations.
• Excellent telephone etiquette and verbal communication.
• Strong organisational skills with high attention to detail.
• Ability to work independently without supervision.
• Customer‑service orientation.

Required skills

• Proficiency with Property Management System (PMS).
• Strong computer and email communication skills.

What we offer

• Competitive basic salary and benefits.
• Loyalty and recognition rewards programmes.
• Employee Assistance and Wellness programmes.
• A culture built on kindness, active listening and genuine connections.