Groups Reservations Agent

Pepperclub Hotel, Cape Town
Reports to: Reservations Manager

Pepperclub Hotel is recruiting a confident, detail-driven 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 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