Reservationist

SUMMARY:
Overview
The Reservations Consultant is responsible for managing all guest bookings, ensuring accuracy, maximizing occupancy and revenue, and delivering a seamless pre-arrival guest experience. In a luxury lodge, the role requires strong attention to detail, sales ability, and excellent guest communication.
Key Duties & Responsibilities
1. Reservations Management
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Handle all reservation enquiries via phone, email, and online platforms.
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Process bookings accurately in the Property Management System (PMS).
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Manage amendments, cancellations, and special requests.
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Ensure all booking details (rates, packages, guest preferences) are correct.
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Maintain up-to-date room availability and inventory.
2. Revenue & Sales Optimization
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Maximize occupancy and revenue through effective selling techniques.
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Upsell rooms, packages, and additional experiences (e.g., safaris, spa, dining).
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Apply rate structures in line with lodge pricing strategy.
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Work closely with management on promotions and specials.
3. Guest Communication & Experience
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Provide professional, prompt, and personalized responses to enquiries.
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Send confirmations, itineraries, and pre-arrival information.
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Capture guest preferences (dietary needs, occasions, special interests).
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Ensure a seamless handover to front office and operations teams.
4. Administration & Reporting
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Maintain accurate records of bookings and guest profiles.
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Prepare daily, weekly, and monthly reservation reports.
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Track booking sources (direct, OTA, agents).
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Ensure compliance with cancellation and payment policies.
5. Coordination with Departments
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Liaise with front office, housekeeping, F&B, and safari/activity teams.
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Communicate special guest requirements to operations teams.
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Assist with group bookings and event coordination.
6. OTA & Channel Management
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Manage bookings from Online Travel Agents (OTAs).
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Update availability and rates across booking platforms.
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Monitor and respond to online queries where required.

POSITION INFO:
Qualifications & Requirements
Education
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Matric (Grade 12) or equivalent.
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Diploma or Certificate in Hospitality Management, Tourism, or related field advantageous.
Experience
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2–4 years’ experience in:
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Reservations / Front Office
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Hotel or lodge environment
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Experience in a 5-star hotel, resort, or safari lodge preferred.
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Knowledge of beach and safari lodge operations advantageous.
Technical Skills
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Proficiency in Property Management Systems (PMS), such as:
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Opera, Protel, NightsBridge, or similar
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Familiarity with OTA platforms such as:
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Booking.com
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Expedia
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Strong computer skills (MS Excel, Word, Outlook).
Key Skills & Competencies
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Excellent communication skills (written and verbal).
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Strong sales and upselling ability.
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High attention to detail and accuracy.
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Strong organizational and time management skills.
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Customer-focused with a professional demeanor.
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Ability to multitask and work under pressure.
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Problem-solving and decision-making skills.