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

You’ll 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