Reservationist

SUMMARY:
The Reservationist is responsible for managing all accommodation reservations, ensuring a seamless booking experience from initial enquiry to guest arrival. This role requires exceptional customer service, strong organisational skills, and a minimum of two years' practical experience using the Opera Property Management System (Opera PMS) to manage reservations, guest profiles, room inventory, and billing accurately. The Reservationist plays a key role in maximising occupancy, enhancing guest satisfaction, and supporting the hotel's revenue objectives.
Key Responsibilities
Reservations Management

• Manage all room reservations received via telephone, email, online booking platforms, and the hotel's website.
• Process new bookings, amendments, cancellations, and special requests accurately using Opera PMS.
• Maintain accurate guest profiles, reservation details, room inventory, and billing information within Opera PMS.
• Monitor room availability and assist in maximising occupancy and room revenue.
• Prepare daily arrival, departure, occupancy, and reservation reports using Opera PMS.
• Ensure reservation information is updated accurately and in a timely manner.

• Respond promptly and professionally to all guest enquiries.
• Provide detailed information regarding room types, rates, hotel facilities, and local attractions.
• Assist guests with special requests, transport arrangements, and other concierge-related services where applicable.
• Ensure guest preferences and special requirements are communicated to relevant departments.
• Deliver personalised service that reflects the hotel's boutique hospitality standards.

• Promote room upgrades, packages, and hotel services to maximise revenue.
• Support revenue management initiatives by monitoring room availability and rate structures.
• Coordinate with online travel agencies (OTAs) and booking channels to ensure accurate rates and availability.
• Identify opportunities for upselling and cross-selling hotel services.

• Prepare reservation confirmations and guest correspondence.
• Process deposits, payments, and refunds in accordance with hotel procedures.
• Generate reservation and occupancy reports for management.
• Maintain accurate reservation documentation and filing systems.
• Ensure all reservation records are complete and up to date within Opera PMS.

• Liaise with the Front Office team to ensure smooth guest arrivals and departures.
• Coordinate with Housekeeping regarding room readiness and special guest requests.
• Communicate VIP arrivals, group bookings, and special arrangements to all relevant departments.
• Work closely with Maintenance and other departments to ensure guest satisfaction.

• Maintain confidentiality of guest information.
• Follow hotel policies, procedures, and Standard Operating Procedures (SOPs).
• Ensure compliance with health, safety, and data protection regulations.

• Full-time position requiring shift work, including weekends and public holidays.
• Office-based role in a fast-paced boutique hotel environment.
• Frequent interaction with guests, travel agents, and online booking platforms.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric) or equivalent.
• Certificate or Diploma in Hospitality Management, Tourism Management, Travel & Tourism, or a related field is advantageous.

• Minimum of 2–3 years' experience in a Reservations, Front Office, or Reception role within a hotel, guest house, lodge, or boutique hotel.
• A minimum of 2 years' hands-on experience using the Opera Property Management System (Opera PMS) is essential.
• Proven experience managing reservations, room inventory, guest profiles, billing, and reporting through Opera PMS.
• Experience with online travel agencies (OTAs) such as Booking.com, Expedia, and similar platforms.
• Previous experience within a boutique hotel or luxury hospitality environment is highly advantageous.

• Advanced working knowledge of Opera Property Management System (Opera PMS).
• Hotel reservation procedures and room inventory management.
• Online booking channels and OTA platforms.
• Guest service and hospitality standards.
• Revenue management principles and room rate structures.
• Cash handling and payment processing.
• Microsoft Office Suite (Word, Excel, Outlook).
• General hotel administration procedures.

• Proficient in Opera PMS, including reservations, guest profiles, room allocation, billing, and reporting.
• Excellent verbal and written communication skills.
• Outstanding customer service and relationship-building abilities.
• Strong organisational and time management skills.
• High level of accuracy and attention to detail.
• Ability to multitask and work efficiently under pressure.
• Strong problem-solving and conflict-resolution skills.
• Sales and upselling abilities.
• Computer literacy, including Microsoft Office and hotel reservation systems.

• Friendly, professional, and well-presented.
• Passionate about hospitality and delivering exceptional guest service.
• Reliable, trustworthy, and discreet.
• Positive attitude with a proactive approach to work.
• Calm under pressure and able to manage multiple priorities.
• Flexible and adaptable to operational requirements.
• Strong work ethic with a commitment to excellence.

• A minimum of 2 years' practical experience using Opera Property Management System (Opera PMS) is mandatory.
• Willingness to work shifts, weekends, evenings, and public holidays.
• Excellent spoken and written English; additional South African languages are advantageous.
• Own reliable transport is advantageous.
• No criminal record.
• Eligible to work in South Africa.