Reservations Agent Job Vacancy at Mama Shelter in Cape Town

Job Description

🌟 THE MISSION

You are the first voice of Mama 📞✨ — the one who turns enquiries into bookings and curiosity into excitement.

As our Reservations Agent, you are responsible for creating seamless, warm, and efficient booking experiences that reflect Mama’s personality from the very first interaction 💖

You don’t just take reservations—you sell experiences, set expectations, and help guests start their Mama journey before they even arrive 🎶🏨

Here’s what you’ll be responsible for:

• Reservation Rockstar 📞✨
  Handle all incoming reservation requests via phone, email, and online channels
  Ensure accurate, efficient, and friendly booking processes at all times
• Sales & Conversion Driver 💰📈
  Maximize room revenue through upselling, cross-selling, and smart selling techniques
  Convert enquiries into confirmed bookings with personality and confidence
• Guest Experience Creator 💖
  Provide warm, engaging, and personalized communication at every touchpoint
  Set the tone for the guest journey from first contact
• System & Accuracy Champion 💻🎯
  Maintain accurate records in PMS and reservation systems
  Ensure all bookings, rates, and details are correct and up to date
• Collaboration Partner 🤝🎶
  Work closely with Front Office, Revenue, and Sales teams to ensure smooth operations
  Communicate guest preferences and special requests effectively
• Problem Solver Extraordinaire 🧩💡
  Handle booking changes, cancellations, and special requests with ease and professionalism
• Brand Voice Ambassador 🎤💫
  Represent Mama’s tone in every interaction—warm, playful, and human 

Qualifications

✨ MADE FOR YOU… ONLY IF

• You have experience in reservations, front office, or hospitality sales 🏨📞
• You are confident communicating with guests via phone and email 💬
• You are detail-oriented and accurate in handling systems and bookings 💻
• You are sales-driven and motivated to achieve targets 💰
• You thrive in fast-paced environments ⚡
• You are organized, reliable, and solution-focused 🛠️
• You have strong communication skills and a warm, engaging personality 💖
• You enjoy turning enquiries into memorable guest experiences 🎉

YOUR LITTLE EXTRAS 🎯

• Experience with PMS or reservation systems? Big plus 💻✨
• Hospitality or lifestyle brand experience? Even better 🌍
• You love storytelling and creating excitement through communication 🎶
• You bring Mama energy—friendly, playful, and full of personality 🔥💫

Additional Information

Next, we’re sure you know the tune 🎶:

• First melody: “At Mama, no AI! We review your application in person and take the time to understand your background. 🎧
• First verse: We organise an initial telephone interview with our People & Culture Team to see if your application fits in with our rhythm. 🤳
• Chorus: Once you’ve passed the phone interview, we’ll arrange a remote meeting 💻 or a meeting at Mama 🤝 to meet the Gang! 
• Last verse: Naturally, you’ll receive a response from us within two to three weeks at the latest, whether it’s a ✔️ or a ✖️.