FIT Reservations Agent

Scope of Position:

Reservations Agents are responsible for selling the rooms and services of the Cape Grace and preparing all 
details to ensure the stay of our guests will become a memorable moment in the heart. A Reservations Agent 
is an ambassador for our hotel and for our Brand, where the engaging and anticipative service you 
provide over the telephone and email will make our guests feel valued and reflect the exceptional hotel 
experience to come.

Responsibilities:

• Responsible for accommodation booking for Cape Grace, A Fairmont Managed Hotel.
• Responds to enquiries about hotel products and services over the telephone, email, etc.
• Determines guest’s needs and quotes the appropriate room and rate as per requirements.
• Books reservation with most accurate information to ensure exceeding guest’s expectations.
• Arranges accommodation, special requests and activity requirements for leisure, corporate and 
wholesaler’s guests.
• Has a general understanding of Groups - including cut off dates, blocking and booking policies and 
procedures.
• Acts in accordance with the standards, conforms to the policies and procedures. 
• High communication skills verbal and written. Perfect use of English. 
• Understands Revenue Management strategies, sell levels and sell directed rates and is able to apply these 
methods to offer as per available Hotel inventory.
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest 
service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and 
effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through 
special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work 
environment.
• Promotes and practices all organizational values of teamwork, mutual respect, integrity and 
empowerment among all co-workers
• To be detail focussed in the performance of all tasks relating to the reservations process i.e. accurate 
bookings and guest confirmations
• Manage and follow up on all deposit payments in line with the FIT terms and conditions and ensure that 
payments are received on time and communicated to the accounts department and front office prior to 
the guest or group arrival.
• Attend PM/PQ meetings to clarify and discuss outstanding payments for bookings as and when required, 
ensuring that follow up and payment is received.
• Other duties as assigned
 

PIPELINE LEVEL
• Manage self.

LEVELS OF ACCOUNTABILITY
• Reporting to the Assistant Reservations Manager and Reservations and Revenue Manager

LEVELS OF RESPONSIBILITY
• Responsible for own performance

COMPETENCIES
• Calculations
• Analytical thinking
• Organizing
• Action Planning
• Service Orientation
• Flexibility and adaptability
• Strong attention to detail
• Admin oriented

Financial: Satisfied Shareholders
• To ensure that all quotes compiled are accurate and every attempt is made to secure the 
business for Cape Grace.
• Manage and follow up on all deposit payments in line with the reservation terms and conditions 
and ensure that payments are received on time and communicated to the accounts department 
and front office prior to the guest’s arrival.

Customer Service: Delighted Customers
• Models the Organizational Values 
• Matching the features and benefits of our product offering to ensure that we exceed our guest’s 
expectations. 

Processes: Effective Processes
• To interact with Housekeeping, Front Office, Spa and Food & Beverage, where necessary, 
ensuring any new and relevant information is communicated between these departments and 
Reservations.
• Maintains department Standard Operating Procedures and devise benchmark to be adhered to.
• Manage workload fairly, ensuring that our turnaround time is adhered to.
• Assist Group Reservations as/when necessary, with enquiry turnaround, call handling.

GENERAL KNOWLEDGE AND RESPONSIBILITIES
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the highest standard of service, appearance and social skills set according to the 
company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when 
required.
• Attends all training workshops as and when required. 
• Is familiar with all policies and procedures, house rules, fire, security and emergency procedures 
as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed from time to time.

Qualifications:

• Grade 12 or equivalent
• A Hospitality Management qualification is a strong recommendation.
• 1 year experience in similar positions and customer service
• Proficiency in English (Verbal, Written, Reading), second language is an asset.
• Proven abilities in developing and nurturing interpersonal relationships with guests, colleagues and 
suppliers.
• Demonstrated experience using:
o Opera Property Management System
o Microsoft Office Suite to at least Intermediate level
o Previous experience on TARS would be advantageous.
• Above average Numerical skills
• Above average ability to communicate at all levels of the organization.
• Must possess outstanding Sales skills, guest service skills, professional presentation and sophisticated 
communication skills.
• Must be able to handle multitude of tasks in an intense, ever-changing environment while remaining 
calm, collective and accurate.
• Must be flexible in terms of working hours (Shift Timing)