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

Senior FIT & Groups Reservations Agent

Pepperclub Hotel, Cape Town
Reports to: Reservations Manager

Pepperclub Hotel is recruiting a confident, detail-driven Senior FIT &Groups Reservations Agent to join our 5-star team. This role suits someone who thrives on complexity, manages volume calmly, and takes full ownership of group and series bookings from enquiry to arrival.

About the Role

You will manage the full groups and FIT reservations lifecycle including enquiries, quotations, room blocks, rate management, payment follow-ups, and arrival preparation. The role requires high accuracy, disciplined follow-up, and strong coordination across departments to ensure a seamless guest and operational experience.

Guest Experience & Communication

Handle group enquiries via email, calls, and WhatsApp within required turnaround times
Deliver clear, professional communication aligned to 5-star and LQA standards
Build confidence with agents, corporates, and organisers through accurate quoting
Prepare arrival correspondence and group check-in packs at least seven days prior to arrival

Reservations Processing

Create, manage, and update group and series room blocks accurately in Opera
Capture all bookings with complete notes, traces, and contractual details
Actively follow up on all quotations to maximise conversion and revenue
Manage FIT, group, series, corporate, government, and agent bookings
Action daily reports including new bookings, amendments, cancellations, and overbookings
Maintain and update the Daily Quote Sheet

Finance & Documentation

Send quotations, invoices, and payment links timeously
Follow up on deposits and outstanding balances
Ensure correct allocation of deposits, vouchers, and payments
Process refunds and future-use credits within required timeframes
Maintain accurate group files and supporting documentation

Operational Coordination

Liaise with Front Office, Housekeeping, F&B, Sales, and Operations on group requirements
Prepare and distribute function sheets to Operations timeously
Coordinate transfers, special requests, and group movements
Escalate rate discrepancies, system issues, overbookings, and guest complaints
Support Front Office with accurate pre-arrival and rooming information

Minimum Requirements

Grade 12; Hotel Management Diploma advantageous
Minimum 3 years experience in a Groups Reservations role within a 5-star hotel
Proven experience managing group and series bookings
Opera PMS experience essential
Excellent written and verbal communication skills
Strong computer literacy (Outlook, Word, Excel)
High attention to detail with strong organisational skills
Able to work under pressure and manage high booking volumes
Willing to work occasional weekends and public holidays

What Makes You a Great Fit

Calm, professional, and service-driven
Highly organised with strong follow-up discipline
Commercially aware and revenue-focused
Confident working independently and within a team
Adaptable and comfortable in a fast-paced, high-volume environment