📍 Location: Sea Point, Cape Town, Western Cape
🏢 Company: Protea Hotel by Marriott
📌 Address: 16 Beach Road, Sea Point, Cape Town, 8005
📄 Contract Type: Full-Time
👤 Professional Level: Entry / Experienced

🏢 About Protea Hotels by Marriott

Protea Hotels by Marriott® is Africa’s leading hospitality brand, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania, and Uganda. We are recognized for delivering personalized guest experiences and creating a workplace where employees thrive.

As a Reservations Sales Agent, you’ll be part of a team that ensures every guest enjoys a seamless, memorable experience while maximizing revenue for the property.

💼 About the role

This role is ideal for service-oriented individuals passionate about hospitality and sales. You will manage all reservation requests, provide detailed information about rooms and services, and use sales techniques to enhance revenue and guest satisfaction.

📌 Key Responsibilities

📞 Guest Reservations & Sales

• Process all reservation requests, changes, and cancellations via phone, fax, or email

• Identify guest reservation needs and determine the most suitable room type

• Verify room availability and rates

• Explain guarantee, cancellation, and special rate policies to guests

• Document special requests accurately and ensure guest satisfaction

• Apply upselling techniques to maximize revenue and occupancy

🤝 Guest Relations & Service Excellence

• Welcome and acknowledge guests using professional standards

• Actively listen and respond to guest questions, concerns, and special needs

• Anticipate guest preferences to enhance their stay experience

• Build trust and positive relationships through personalized service

💻 Reservation System & Reporting

• Accurately input and access reservation data in the system

• Handle special reservation types (employee discounts, complimentary rooms, travel agent bookings)

• Confirm reservations and provide guests with confirmation/cancellation numbers

• Maintain quality standards and accurate documentation

👥 Teamwork & Communication

• Support co-workers and collaborate to meet property goals

• Communicate clearly with guests and colleagues, following professional etiquette

• Follow proper escalation procedures for guest concerns

📦 Operational & Physical Tasks

• Move, lift, carry, or place objects ≤10 pounds

• Comply with property policies, confidentiality, and safety procedures

🎓 Preferred Qualifications & Skills

• 🎓 High school diploma / Matric (G.E.D. equivalent)

• 🖥️ Basic computer skills

• ☎️ Strong telephone etiquette

• 🗣️ Excellent communication in English

• Customer service orientation with a positive, professional demeanor

• Ability to work collaboratively and maintain integrity

Experience: No prior experience required; training provided

💡 CV Tips for Reservations Sales Roles

✔️ Highlight Customer Service Experience

• Include any experience handling guests, clients, or customers

• Show examples of problem-solving and creating memorable experiences

✔️ Emphasize Sales & Communication Skills

• Mention any upselling, cross-selling, or booking achievements

• Include proficiency with MS Office, reservation systems, or other software

✔️ Showcase Interpersonal & Team Skills

• Demonstrate ability to collaborate, communicate effectively, and maintain professionalism

✔️ Personal Traits

• Dependable, positive attitude, adaptable to a fast-paced environment

• Attention to detail, organizational skills, and ability to multitask