FIT Reservations Agent

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.