Reservations Agent

As a Reservations Agent at the Mount Nelson, A Belmond Hotel, you are part of a team that provides professional and engaging service to our guests to assist with their planning and booking of their reservation. In this role, you will ensure the highest quality service and complete dedication to the guests request when handling a guest reservation. If you’re looking to develop your skills and be part of the future of luxury, this is your moment.

Primary Responsibilities Include:

• Making reservations for the Hotel and preparing rate proposals.
• Ensure accurate records about guests’ bookings, payments, and any additional information that hotel staff might need when interacting with a guest.
• Answer reservations calls in a pleasant and courteous manner, in accordance to LQA standards.
• Up-selling, when appropriate, by informing guests of special packages, or higher room category.
• Assist & maintain an efficient administration system within the department.
• Ensure all quotations are followed up on a regular basis to ensure maximum revenue.
• Ensure the ability to manage small room blocks.
• Actively endeavour to seek and resolve guest complaints, where possible, exercise judgement and escalate it to the manager.
• Inform other departments and follow up with regards to special instructions / facilities.
• Familiarize yourself and learn each hotel offering, various packages and specials to assist with general guest requests and other outlet bookings on an ongoing basis.
• Prepare arrival/guest correspondence (check-in) packs for Front Office daily.
• Assist with booking of transfers, and other outlet requests and reservations such as afternoon tea etc.
• Report any rate, system discrepancy to the Reservations Manager and any overbookings.
• Inform the Reservations Manager of any complaints, issues or concerns pertaining to reservations, guests and agents.
• Ensure optimal utilization of the PMS and maintain knowledge on all room types and its availability.
• Sending of invoices, credit card payment links, following up on payments and ensuring all payments are accurately posted against each booking.
• Making sure all internal worksheets are actioned and updated daily, such as the PM sheet, Paygate payments, un-allocated deposits etc.

What You Bring:

• Diploma / Degree from a reputable hotel school – advantageous.
• 2 years’ experience in Front Office or Reservations.
• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Ability to work without supervision.
• Customer service skills.

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary and benefits
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs  

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.