CAREERS AT NEIGHBOURGOOD

SENIOR GROUP

RESERVATIONS AGENT

Start Date: 1 April 2026

Location: Cape Town

Salary: Market Related

Job Type: Permanent

JOB DESCRIPTION

Reports to: Sales Manager and Reservations Manager

The Senior Group Reservations Agent is responsible for the accurate, timely, and commercially sound management of tour series, ad hoc group reservations, conferencing, and event bookings across the Neighbourgood Accommodation Portfolio.

This senior role supports the conversion, administration, and execution of complex and high-value group business and acts as a subject-matter expert in group reservations systems, processes, and best practices. The role works closely with Sales, Revenue Management, and Operations to ensure all group business is contracted, loaded, monitored, and delivered in alignment with revenue strategy, operational capability, and service standards.

RESPONSIBILITIES

Group Reservations Management:

  • Manage the end-to-end group reservations process for assigned hotels, including availability checks, room blocks, cut-off dates, and pick-up monitoring.

  • Accurately load, maintain, and update group bookings in the PMS and group systems.

  • Manage all amendments, cancellations, and changes in line with contract terms and revenue strategy.

  • Ensure group reservations comply with brand standards, legal requirements, and financial policies.

  • Maintain high levels of data integrity across the CRM, PMS, and group systems.

  • Produce and analyse group reports, including pick-up, cut-off, wash, and arrival forecasts.

  • Ensure billing instructions, rooming lists, and payment terms are correctly applied, communicated, and executed.

  • Support audits, compliance checks, and internal controls related to group reservations.

Commercial & Revenue Support:

  • Work closely with Sales and Revenue Management to ensure group blocks are appropriately priced, controlled, and released in line with demand.

  • Monitor group pick-up, wash, and cut-off performance, proactively identifying risks and opportunities.

  • Support displacement analysis and group wash strategies where required.

  • Provide accurate reporting on group pace, production, and forecast contribution.

Internal & External Coordination:

  • Act as a key liaison between Sales, Operations, and on-site Community Managers to ensure seamless group delivery.

  • Support Sales teams with reservation-related expertise during proposal, contracting, and pre-arrival phases.

  • Communicate clearly and professionally with clients, planners, and internal stakeholders regarding booking details, deadlines, and changes.

  • Serve as a senior escalation point for complex or high-risk group reservations issues.

  • Share system knowledge, best practices, and process improvements across the reservations and sales teams.

  • Contribute to training, onboarding, and the development of standard operating procedures.

KEY SKILLS & COMPETENCIES

  • Expert knowledge of group reservations workflows and systems (Cloudbeds experience advantageous).

  • Strong attention to detail with excellent organisational and time-management skills.

  • Commercially astute with a solid understanding of revenue management principles.

  • Confident and clear communicator with strong stakeholder management capabilities.

  • Solution-oriented problem solver, able to work under pressure and meet deadlines.

  • Proactive, process-driven, and quality-focused, with a continuous improvement mindset.

APPLY NOW

careers@neighbourgood.co.za