Cape Town: FIT Reservations Agent posted by Pepperclub Hotel & Spa

FIT Reservations Agent

Pepperclub Hotel, Cape Town
Reports to Reservations Manager

Pepperclub Hotel is recruiting a confident, detail-driven FIT Reservations Agent to join our 5-star team. If you communicate well, manage pressure calmly, and take pride in accuracy, this role is for you.

About the Role

Youll manage the full reservations journey including calls, emails, WhatsApp communication, rate quoting, payment follow-ups and arrival preparation. The role requires consistent accuracy, excellent turnaround times and clear coordination with all hotel departments.

Guest Experience & Communication

Handle calls, emails and WhatsApp enquiries within required turnaround times
Deliver warm, professional 5-star communication aligned to LQA standards
Upsell room types, packages and hotel outlets
Prepare arrival correspondence/check-in packs seven days before arrival

Reservations Processing

Capture bookings accurately with complete notes and traces
Manage FIT, OTA, corporate, government and agent bookings
Action daily reports (new bookings, cancellations, no-shows)
Maintain and update the Daily Quote Sheet

Finance & Documentation

Prepare commission paperwork within 48 hours of guest departure
Process refunds and future-use credits within 48 hours
Send invoices and payment links; follow up on outstanding amounts
Ensure voucher allocations and deposits are correctly recorded

Operational Coordination

Liaise with departments for transfers, dinners and special requests
Escalate system issues, rate discrepancies and guest complaints
Maintain accurate filing and complete the daily reservations checklist
Support Front Office through accurate pre-arrival documents

Minimum Requirements

Grade 12; Hotel Management Diploma advantageous
Minimum 2 years in a 5-star hotel reservations role
Opera PMS experience essential
Excellent telephone etiquette and written communication
Strong computer literacy (Outlook, Word, Excel)
High accuracy, strong organisation and ability to multitask
Willing to work occasional weekends and public holidays

What Makes You a Great Fit

Professional, warm and service-driven
Fast, accurate and consistent under pressure
Strong problem-solving skills
Confident working independently and within a team
Adaptable and comfortable with a high-volume workflow