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Reservations Agent

Totalstay

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.