Job Description: Senior Reservations Agent (Full-Time)
Location: Cape Town, South Africa
Reports to: Reservations Manager
Salary: Competitive, based on experience
About Us
Charles Hope Apartments is a growing portfolio of premium serviced apartments and aparthotels across the United Kingdom and internationally. We provide modern, stylish accommodation for business and leisure travellers, combining exceptional guest service with innovative technology to create seamless stays.
As part of our continued growth, we are seeking an experienced and motivated Senior Reservations Agent to join our Cape Town team and support our expanding portfolio of UK properties and our Cape Town aparthotel.
About the Role
As a Senior Reservations Agent, you will play a key role in the day-to-day management of reservations across the Charles Hope portfolio. You will be responsible for handling complex booking enquiries, supporting junior team members, maintaining strong relationships with corporate and agency partners, and ensuring an exceptional guest experience from enquiry through to arrival.
The successful candidate will be highly organised, commercially aware, customer-focused, and capable of working in a fast-paced environment while maintaining exceptional attention to detail.
Key Responsibilities
- Manage reservation enquiries received via telephone, email, live chat, online travel agencies, and direct booking channels
- Convert enquiries into confirmed bookings while maximising occupancy and revenue opportunities
- Build and maintain strong relationships with apartment agencies, corporate clients, relocation companies, and booking partners
- Provide support and guidance to Reservations Agents, assisting with training, onboarding, and day-to-day queries
- Act as the first point of escalation for complex reservation enquiries and booking issues
- Liaise closely with the Revenue Team regarding rates, availability, promotions, and revenue optimisation strategies
- Coordinate with Operations and Guest Services teams to ensure smooth guest arrivals and exceptional service delivery
- Ensure all reservation records, guest profiles, and booking information are maintained accurately within company systems
- Monitor booking trends and identify opportunities to improve conversion rates and guest satisfaction
- Produce reservation reports and assist management with performance tracking and analysis
- Support the onboarding of new properties into reservation systems and processes
- Ensure all guest communications are professional, accurate, and aligned with Charles Hope brand standards
- Assist in resolving guest complaints and booking disputes promptly and professionally
- Complete administrative duties related to reservations, payments, contracts, and booking amendments
- Support the Reservations Manager with operational projects and team performance initiatives
Requirements
- Minimum 4–5 years' experience in a reservations, reservations supervisor, or senior reservations role within hospitality, serviced apartments, hotels, or aparthotels
- Experience working with apartment agencies, corporate clients, and relocation companies is highly advantageous
- Strong customer service skills with a passion for delivering exceptional guest experiences
- Excellent communication skills, both verbal and written
- Strong organisational and administrative abilities with exceptional attention to detail
- Ability to manage multiple priorities and deadlines in a fast-paced environment
- Experience using Property Management Systems (PMS), booking platforms, channel managers, and CRM systems
- Good understanding of occupancy management, rate structures, and revenue principles
- Strong problem-solving skills and the ability to make decisions confidently
- Proficient in Microsoft Office, particularly Outlook, Excel, and Word
- Ability to work independently while contributing positively to team performance
- Previous experience supporting or mentoring team members is advantageous
- Must have the legal right to work in South Africa
Working Hours & Coverage
- Full-time position based in Cape Town
- Working hours are Monday to Friday
- Additional flexibility may be required during peak trading periods and operational demands
- Occasional weekend or public holiday coverage may be required based on business needs
What We Offer
- A supportive and collaborative team environment
- Opportunities for career progression within a growing international hospitality business
- Ongoing training and professional development
- Exposure to a diverse portfolio of UK and international properties
- The opportunity to work closely with Revenue, Operations, and Guest Services teams
- A chance to be part of the continued growth and success of the Charles Hope brand
Job Types: Full-time, Permanent
Pay: R17 000,00 - R20 000,00 per month
Application Question(s):
- Please describe how your experience and career goals align with this opportunity.
Experience:
- Reservations Agent: 5 years (Required)
Work Location: In person
