Reservations Agent at Cape Grace in Cape Town | Apply Now

Full-time

Cape Grace, A Fairmont Managed Hotel

📍 Company: Cape Grace, A Fairmont Managed Hotel
📌 Location: West Quay Road, V&A Waterfront, Cape Town, 8001, South Africa
🏨 Department: Sales & Marketing
📝 Reference: REF80774N
💼 Job Type: Full-Time | Permanent
🌐 Industry: Luxury & Lifestyle Hospitality

✨ Position Overview

The FIT Reservations Agent plays a key role in shaping the unforgettable guest experience that Cape Grace is known for. You will be the first point of contact for individual travellers (FIT), guiding them through booking processes, recommending room types, managing special requests, and ensuring seamless reservation accuracy from enquiry to check-in.

This role requires a polished communicator who embodies luxury service standards, understands revenue optimisation, and thrives in a fast-paced hospitality environment.

📋 Job Responsibilities

📞 Reservation Handling & Guest Communication

  • Respond to all booking enquiries via phone, email, and other channels with warm, professional service.

  • Match guests with ideal room options and provide accurate quotes aligned with revenue management rules.

  • Capture complete, accurate guest details, preferences, special requests, and additional service needs.

  • Secure FIT reservations and ensure guests receive timely confirmations.

🏨 Booking Administration & Coordination

  • Arrange accommodation, upgrades, packages, and activity requirements for leisure, corporate, and wholesale travellers.

  • Understand and apply policies for group bookings, cut-off dates, allocations, and rate structures.

  • Follow all SOPs and internal guidelines to maintain consistency and service excellence.

💬 Internal Collaboration

  • Work closely with Front Office, Housekeeping, Spa, and F&B teams to communicate relevant booking details.

  • Participate in PM/PQ meetings to maintain clarity on outstanding payments, booking issues, and process updates.

  • Support Group Reservations when required.

💰 Revenue & Financial Accuracy

  • Apply revenue management strategies, upsell where relevant, and help maximise room occupancy.

  • Manage all deposit requirements, ensuring payments are received before guest arrival.

  • Liaise with Accounts and Front Office to confirm payment records.

📚 Documentation, Systems & Compliance

  • Maintain accurate booking data using Opera PMS and Microsoft Office.

  • Ensure all reservations, confirmations, rates, and notes adhere to hotel policies.

  • Promote health & safety policies and maintain a clean, organised workflow.

🎯 Service Excellence & Brand Representation

  • Represent the Fairmont brand with professionalism, empathy, and attention to detail.

  • Deliver on brand values like teamwork, integrity, and empowerment.

  • Uphold the highest standards of appearance, communication, and guest care.

🎓 Qualifications & Requirements

🎓 Education

  • Grade 12 / Matric.

  • Hospitality Management qualification strongly preferred.

💼 Experience

  • Minimum 1 year experience in reservations, guest services, or hospitality operations.

  • Experience with luxury hotel brands is an advantage.

🖥️ Technical Skills

  • Opera Property Management System (PMS) experience required.

  • Microsoft Office proficiency (intermediate level+).

  • Knowledge of TARS is an advantage.

  • Strong numerical skills and accuracy in data capturing.

🧩 Competencies

  • Excellent verbal and written English communication.

  • Ability to multitask under pressure with poise and professionalism.

  • Detail-oriented with strong organisational and planning skills.

  • Service-driven mindset with polished interpersonal abilities.

  • Flexibility to work varying shifts, weekends, and holidays when required.

📍 Personal Attributes

  • Highly organised and proactive.

  • Warm, empathetic, and guest-oriented.

  • Strong team player with a positive attitude.

  • Calm and composed under pressure.

  • Strong commitment to luxury service excellence.

💡 Best CV Tips for This Job

To stand out when applying for a luxury hospitality reservations role:

📌 Highlight Hospitality Software Experience

  • Clearly list systems such as Opera PMS, TARS, or any booking platforms you’ve used.

📌 Showcase Communication Excellence

  • Add examples of email etiquette, call handling, or customer service achievements.

📌 Demonstrate Accuracy & Detail Orientation

  • Include achievements like “Maintained 0 booking errors for 12 months” or “Processed 50+ reservations daily with full accuracy.”

📌 Include Revenue or Sales Wins

  • If you’ve upsold rooms or packages, quantify your results.

📌 Mention Experience in Luxury Service Environments

  • Highlight luxury brands or customer-facing roles with a high standard of service.

📌 Tailor Your CV for This Role

  • Use hospitality language: FIT reservations, check-in coordination, guest profiles, upselling, confirmation accuracy.

🤝 Employment Equity

Cape Grace and Fairmont are committed to diversity, equity and inclusion. Applications from candidates with disabilities and individuals from diverse backgrounds are welcomed.

To apply for this job please visit careers.accor.com.