Contact Centre Agent (Cape Town) at Sun International

September 8, 2025, 11:31 AM

Job Purpose

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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:

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

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

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

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Key Performance Areas

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• 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

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

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

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

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• 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

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

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• Input and amend rooming lists in the system

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

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• Route and capture special requests on system bookings

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• 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.

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• 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

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

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• Complete handover reports and files

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

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• Follow up on all outstanding rooming lists and payments

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• Send System generated rooming lists to the Clients / Operations Team

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

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Requirements

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Education

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• Grade 12 

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• 3-Year Hotel School Diploma is an advantage 

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Experience

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

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• Knowledge of timeshare is an advantage

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Work conditions and special requirements

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• Ability to speak fluently in English

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

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Skills and Knowledge

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• Organising & Coordinating Resources 

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• Collecting Information (sourcing, checking, documenting) 

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• Creating Customer Experiences 

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• Following Procedures 

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• Respond with Urgency 

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• Contextual Reasoning 

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• Maintaining Composure 

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• Integrating (Connecting, Relating, Collaborating) 

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• Assuring Quality 

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• Accommodation pricing structures 

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• SVC Product knowledge

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• Reservations

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• Proficient MS Office skills; TSW 

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• Working knowledge of Opera suite 

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• Selling skills 

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• Listening 

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• Telephone skills 

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