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Contact Centre Agent (Cape Town)

Sun InternationalCape Town, ZA

19 days ago

Job description

Job title : Contact Centre Agent (Cape Town)

Job Location : Western Cape, Cape Town

Deadline : October 08, 2025

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Job Purpose

The Contact Centre Agent, as the first point of contact for the resort; is responsible for the answering of inbound calls received by the business unit and providing of exceptional, professional customer services to guests in line with Company standards. This will include :

The routing of calls to relevant people and or departments received via the switchboard;

Facilitating the logging, monitoring and resolution of in-house guest prompt response queries and issues

Coordinating, capturing and confirming of all reservations and bookings received by individual leisure guests through the contact centre

Key Performance Areas

Answer inbound calls received by the business unit in a professional, friendly and courteous manner (correct volume, tone, pace and pitch of voice) in line with standard operating procedures

Direct clients calls to the correct destination (department / person) through correct screening / questioning techniques

Provides accurate information (including promotion information, functions, products, facilities, etc.) to guests

Deal with queries and complaints from guests, escalating or transferring any issues where necessary

Respond to hotel booking requests by eliciting the necessary information from guests to complete and confirm bookings for various hotel stays across the resort accurately and efficiently

Upsell bookings to achieve best available rates on all booking requests; and convert calls to bookings / reservations where relevant

Input and amend rooming lists in the system

Upload and input market codes, source codes, nationalities and rates correctly into the system

Route and capture special requests on system bookings

Report and monitor prompt response issues of housekeeping, maintenance and malfunctioning appliances to the relevant department for quick repair in order to ensure guests comfort and satisfaction during their stay.

Build good relationships and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the brand of the Company

Compile and communicate confirmation letters to clients, as per their booking requirements

Complete handover reports and files

Balance blocks after the rooming lists have been captured in the system

Follow up on all outstanding rooming lists and payments

Send System generated rooming lists to the Clients / Operations Team

Pull reports from PMS and ORS – reservations, including arrivals, stats, rooming lists, reservations audit, profit room amendments and cancellations

Requirements

Education

Grade 12

3-Year Hotel School Diploma is an advantage

Experience

2-3 Years’ experience in the hospitality or service industry in a front office; reservations, switchboard or call centre environment

Knowledge of timeshare is an advantage

Work conditions and special requirements

Ability to speak fluently in English

Flexible hours in line with operational requirements (including weekends; evenings when required)

Skills and Knowledge

Organising & Coordinating Resources

Collecting Information (sourcing, checking, documenting)

Creating Customer Experiences

Following Procedures

Respond with Urgency

Contextual Reasoning

Maintaining Composure

Integrating (Connecting, Relating, Collaborating)

Assuring Quality

Accommodation pricing structures

SVC Product knowledge

Reservations

Proficient MS Office skills; TSW

Working knowledge of Opera suite

Selling skills

Listening

Telephone skills

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Contact Centre Agent • Cape Town, ZA

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