InterContinental Table Bay Cape Town, part of Sun International, is recruiting for Contact Centre Agents to strengthen its guest services team. This permanent role offers an exciting opportunity to become the first point of contact for guests, ensuring seamless service and memorable experiences.
Contact Centre Agent Overview
- Job Reference: SI-432
- Position: Contact Centre Agent
- Location: Cape Town
- Industry: Hotel, Catering, Hospitality, Leisure
- Positions Available: 2
Job Purpose
The Contact Centre Agent plays a central role in delivering professional customer service. From handling inbound calls to managing reservations, agents are expected to maintain Sun International’s high standards while creating positive guest interactions.
Key responsibilities include:
- Managing all inbound calls with professionalism and courtesy.
- Directing queries to relevant departments through accurate screening.
- Assisting guests with booking requests and confirmations.
- Providing detailed information on promotions, facilities, and services.
- Logging and monitoring guest issues for prompt resolution.
Main Duties and Responsibilities
As part of the role, the successful candidate will:
- Respond to calls with the correct tone, volume, and pace.
- Escalate guest concerns when necessary to ensure swift resolution.
- Accurately capture and amend bookings, rooming lists, and guest requests in the system.
- Upsell hotel stays to secure the best available rates.
- Compile confirmation letters and follow up on payments.
- Report housekeeping and maintenance issues to ensure guest comfort.
- Generate and review reservation reports for arrivals, cancellations, and amendments.
Required Qualifications and Experience
To be considered, applicants should have:
- Matric (Grade 12).
- A 3-year Hotel School Diploma (advantageous).
- 2–3 years of experience in hospitality, front office, reservations, or call centre roles.
- Familiarity with timeshare operations is an advantage.
Skills and Competencies
Ideal candidates will demonstrate:
- Strong telephone etiquette and listening skills.
- Knowledge of Opera Suite, PMS, ORS, and TSW systems.
- Ability to organise resources and follow standard procedures.
- Sales skills to maximise booking conversions.
- Professional English communication skills, both spoken and written.
- Proficiency in Microsoft Office applications.
Work Conditions
- Flexibility to work weekends and evenings according to operational needs.
- Commitment to delivering high-quality service under pressure.
- Ability to collaborate with colleagues across multiple departments.
Employment Equity
Sun International supports workplace diversity. Preference will be given to candidates from designated groups in line with the Employment Equity Act (No. 55 of 1998) and the company’s internal equity plans.
How to Apply
If you are passionate about hospitality, excel in customer service, and want to grow with one of South Africa’s leading hospitality brands, this role offers the platform to shine.
This Contact Centre Agent role at InterContinental Table Bay Cape Town is more than a job—it is a chance to deliver world-class hospitality while building a rewarding career. For those with strong communication skills and a passion for guest service, this is an opportunity to thrive within one of South Africa’s most respected hospitality groups.
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