Reservationist

SUMMARY:
Stunning Safari Portfolio is looking for RESERVATIONISTS

POSITION INFO:
This role is responsible for managing the full reservations process, ensuring all bookings are handled accurately, communicated promptly, and recorded correctly within the system. It requires strong attention to detail, customer service, and coordination with operations and sales teams to ensure guest requirements are met and payments are secured in line with company procedures.

Core Criteria:

• Previous reservations or front office experience in a hotel, lodge, or hospitality environment
• Working knowledge of a Property Management System (PMS)
• Experience using third-party booking platforms such as Booking.com or similar systems
• Strong administrative and organizational skills
• Ability to manage high volumes of emails and telephone enquiries
• Strong attention to detail and accuracy
• Understanding of rate structures, quotations, confirmations, deposits, and payment procedures
• Ability to work under pressure and meet deadlines
• Professional communication skills and telephone etiquette
• Ability to liaise effectively with operations, sales, and reception teams
• Good knowledge of the property, rooms, facilities, and surrounding area
• Ability to provide clear travel and logistical guidance to guests and agents, particularly for a remote destination
• Reliable time management and ability to prioritize tasks independently

• Ensure all incoming reservation emails and messages are handled promptly and accurately
• Respond to all emails within the same business day
• Answer telephone calls professionally and courteously
• Capture all reservations accurately into the PMS
• Ensure all booking details are checked prior to guest arrival
• Follow up on provisional reservations before expiry dates
• Maintain accurate reservation records and filing systems
• Track reservations correctly for reporting and statistical purposes
• Use and maintain guest history records appropriately
• Remain fully informed on all room types, facilities, activities, and special offers
• Maintain knowledge of competitor properties and market offerings
• Provide accurate arrival and departure guidance to guests and agents

• Ensure all bookings are quoted at the correct rates
• Ensure all required and compulsory charges are added to invoices
• Ensure deposits are received within the required timeframe
• Ensure full payment is collected according to terms and conditions
• Monitor bookings for outstanding payments
• Report delayed or unpaid bookings to the Reservations Manager

• Maintain a professional and positive attitude in all client interactions
• Liaise with operations regarding guest requirements and requests
• Identify and communicate potential problems or special requests to the relevant department
• Pass potential sales leads to the sales team
• Assist with additional tasks or projects assigned by the Reservations Manager, Sales, or Marketing teams