Reservations Agent at The Mama Shelter, Apply now!

Job Details

📌 Job Title: Reservations Agent
🏨 Company: Mama Shelter (Ennismore / Accor Group)
📍 Location: Cape Town, Western Cape, South Africa
💼 Job Type: Full-Time
🕒 Workplace Type: On-site
📊 Industry: Hospitality / Hotels / Tourism

Company Overview

Mama Shelter is a globally recognised hospitality brand founded in 2008, known for creating vibrant, design-led spaces that blend comfort, culture, and creativity. As part of Ennismore, in partnership with Accor, Mama Shelter operates in major cities worldwide, offering unique guest experiences that go beyond traditional hospitality.

With a strong focus on personality, inclusivity, and memorable service, Mama Shelter is committed to delivering joyful and engaging guest experiences while providing employees with opportunities for growth and international mobility.

Job Overview

Mama Shelter Cape Town is looking for a dynamic and customer-focused Reservations Agent to manage guest bookings and deliver exceptional service from the first interaction.

This role involves handling reservations, driving sales conversions, and ensuring a seamless booking experience while representing the brand’s energetic and welcoming personality.

Key Responsibilities

• Handle reservation requests via phone, email, and online platforms
• Ensure accurate and efficient booking processes
• Maximise revenue through upselling and cross-selling techniques
• Provide personalised and engaging communication with guests
• Maintain accurate records in reservation systems (PMS)
• Collaborate with front office, sales, and revenue teams
• Manage booking changes, cancellations, and special requests
• Represent the brand voice in all guest interactions

Qualifications

Education:

• Hospitality or related qualification (advantageous)

Experience:

• Experience in reservations, front office, or hospitality sales

Skills:

• Strong communication and interpersonal skills
• Sales-driven mindset with ability to convert enquiries
• Attention to detail and accuracy
• Proficiency in reservation or PMS systems (advantageous)
• Ability to work in a fast-paced environment
• Problem-solving and organisational skills
• Customer-focused with a warm and engaging personality

CV Tips

• Highlight your hospitality or reservations experience
• Showcase your ability to handle guest communication professionally
• Include examples of sales or upselling achievements
• Emphasise your experience with booking systems or PMS tools
• Keep your CV engaging and aligned with customer service roles

Benefits of Joining the Company

• Work in a vibrant and creative hospitality environment
• Opportunities for career growth and international mobility
• Be part of a globally recognised hotel group
• Collaborative and inclusive workplace culture
• Exposure to dynamic guest experience operations

Company Policy

Mama Shelter is committed to diversity, inclusion, and equal opportunity employment. The company values individuality and encourages applications from candidates of all backgrounds.

All applications are reviewed by the People & Culture team, with a structured recruitment process including interviews and feedback within a few weeks. Only shortlisted candidates will be contacted.