Reservations Agent
Location: Sea Point, Cape Town
Reporting To: Head of Revenue
Work Arrangement: Office-based | Shift work, including weekends
About Totalstay
At Totalstay, we create exceptional guest experiences through a collection of hotels, aparthotels and serviced apartments across Cape Town. Our Reservations Team plays a critical role in the guest journey, ensuring every booking is handled accurately, professionally and with genuine hospitality from the very first enquiry.
We are looking for a detail-oriented and customer-focused Reservations Agent to join our Revenue team in Sea Point. This role is ideal for someone who enjoys working in a fast-paced environment, has a passion for hospitality, and thrives on delivering outstanding service while managing multiple bookings and enquiries.
Key Responsibilities
- Manage booking enquiries received via email, telephone and online channels
- Prepare and issue quotations, invoices and booking confirmations for leisure, corporate, agent and group guests
- Accurately load, amend and cancel reservations within our property management system
- Maintain accurate guest profiles and contact information
- Work closely with the Revenue team regarding rates, availability and special guest requests
- Coordinate with front-of-house teams across multiple properties to ensure seamless guest arrivals
- Follow up on deposits, payments and outstanding balances
- Ensure all reservations are processed efficiently and in line with company standards
- Provide professional, timely and accurate communication to guests and business partners
Requirements
- Minimum of 2 years' experience in hotel or aparthotel reservations
- Experience working with a property management system (PMS)
- Experience using OTA extranets, including Booking.com, Airbnb and Expedia
- Excellent written and verbal English communication skills, with a warm and professional approach
- Strong attention to detail and accuracy
- Comfortable working with rates, invoices, payments and reservation data
- Ability to manage a high volume of emails and prioritise effectively during peak periods
- Matric is essential
- A hospitality-related qualification will be advantageous
- Must be able to work shifts, including weekends and public holidays
- Must be based in Cape Town or willing to commute to our Sea Point office
What We're Looking For
The successful candidate will be highly organised, service-driven and proactive. They will be comfortable balancing multiple priorities, collaborating with operational teams, and ensuring every reservation is handled accurately from enquiry through to arrival.
If you are passionate about hospitality, enjoy working with people, and take pride in delivering exceptional guest service behind the scenes, we'd love to hear from you.