Temporary Reservations Agent

( 18159 )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 passionJob SummaryAs a member of the Reservations Team ensure we match the guest’s needs by promoting and selling the benefits and features of the hotel, whilst assisting guests with their reservations and requests. To receive and process reservations in a professional and efficient manner and to provide accurate commentary to all other departments.Key Duties and ResponsibilitiesThe requirements of this key result area will have been satisfactorily performed when:-GeneralInspire guests with an attitude of personal attention to their requestsA commitment to a sense of urgency, immediacy and total responsivenessAnticipate guest needs and address them in a refreshing mannerDemonstrate commitment to uncompromising standards of excellenceHave superior knowledge of Cape Town and surroundsApproach each guest in a confident and welcoming manner Work as a team with all other Departments in their endeavor to delight the guestDemonstrate a willingness to “go the extra mile” to exceed guest expectationsShow respect for guests security and privacy at all timesDissatisfied guests are acknowledged immediately and attended to without delay. The guest is assured that the complaint will receive immediate attention and such complaints are resolved within the individual’s ability or are referred to the appropriate person. Complaints are followed up where appropriate to ensure satisfactory actions are takenTo understand the basic business imperative and operational standards with regard to the establishmentTo adhere to agreed systems and proceduresRepresent the establishment in a positive manner at all timesTo complete all given tasks in a timely manner and to adhere to operational hours as neededCustomer ServiceProcess Incoming and outgoing telephone calls, communicate verbally, written communication, provide customer information, receive and process reservationsThe telephone is answered within 3 rings according to the prescribed criteria and TSA call flow criteriaAll reservations are processed accurately and efficiently Different types of guests requirements are accommodated e.g. VIP’s, disabled, elderlyCommunicating of any guest-related information to all relevant departmentsGuest expectations are exceeded in all areasAll relevant details are recorded accurately e.g. payment detailsAppropriate recommendations, options and alternatives are communicated to the guestConfidentiality of information is maintained at all timesSpecial Requests are communicated to relevant DepartmentsFinancial - Selling hotel facilities in order to maximize revenue:Every call to be used as an opportunity to upsellFacilities, activities and special events are promotedTo remain fully informed at all times regarding the facilities that the hotel has to offer and Cape Town as a destinationTo ensure you remain aware at all times of what packages are on offer and which tiers to sell at and communicate specials and promotions to guestsSales & Marketing activities are supportedAdministrationEnsure accuracy of all market segments with rate codes when making reservations when making reservations.Processing of all reservations by mail, telephone, E-mail, GDS, third party websites and fax - one-hour turnaround timeProcessing of all reservations from agents, tour operators, general public and salesPassing on accurate guest information to relevant departmentsProcessing of all cancellations, revisions and information updates or changesOn a daily basis to accurately input individual reservations in the PMSTo respond to all reservations/inquiries within one-hour turnaround timeThorough knowledge of Frequent Flyer Products, services and administration e.g. Emirates programTo accurately inform all individual and guest reservations of the hotel cancellation policyTo utilize “preferences”, “traces “and comments to ensure that the relevant departments are kept updated with regards to any preferences made by guests e.g. transport, wine, cots, allergenic pillows etc.To ensure that all relevant administration is kept updated at all timesTo follow up on all no shows and to change accordingly.To follow up on late cancellations and charge accordinglyTo follow up on early departures and charge accordinglyQuery account transfers receive required authorizationWorking environment & interpersonal skills: All colleagues are dealt with in a polite and helpful manner at all timesContribute to team work which positively impacts on Guest ServiceEssential information required by the organization is accurately communicated to the appropriate personnel and any differences of opinion with other members of staff are dealt with in a manner that maintains goodwill and respect and avoids offence and conflictManagement is kept informed in an appropriate and accurate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessaryInstructions from management are treated constructively and acted uponAll health, safety & security procedures implemented to ensure safety of guests and colleaguesGrooming and uniform wear conform to standards and requirementsProactively participates in own developmentIFH mystery call program:The Hotel operates a quality assurance “mystery Guest” audit program every month. The passing mark is 90% for the Reservations Department. When the department has scored under 90%, to assist the Reservations Manager in providing a written report detailing both explanations and remedial actions being implemented to improve performance. To abide by the Mystery call standards and Hotel specific criteria: in order to secure a minimum General Score of 90% for the Department.Skills, Experience & Educational RequirementsComputer literate including relevant software and experience in using a PMS systemAt least 2 year experience in a similar positionFocus on detail which is a major requirement of the jobTo be able to work efficiently and quickly in a fast paced environmentBe able to prioritize as this position has multiple projects going simultaneouslyVery socially-focused, requires “how can I help you?” attitudeTo be able to build and maintain relationshipsAdherence to procedures and guidelines is importantEffective Communicator, open-flowing communication is importantMust be friendly and genuinely interested in the business, agenda and needs of others including the company, its management and customersPersuasive selling style to communicate the company’s services & facilities, policies and terms and conditionsTo be able to work with and for others in a helping roleTo be able to lead by example, to be able to assist when requiredTask driven to ensure proper resultsWork accurately with figures and perform advanced calculationsFixed term contract for 5 months start date 1 December 2025.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.