Reservationist

SUMMARY:
The Reservationist is responsible for managing all accommodation reservations, ensuring accurate bookings, maximising occupancy and revenue, and delivering exceptional customer service. The role involves handling enquiries, processing reservations, maintaining accurate guest records, and working closely with the Front Office and Sales teams to ensure a seamless guest experience.
Key Responsibilities

• Handle all reservation enquiries via telephone, email, online booking platforms, and travel agents.
• Process new bookings, amendments, cancellations, and group reservations accurately and efficiently.
• Ensure all reservations are captured correctly in the Property Management System (PMS).
• Maintain accurate guest profiles, preferences, and reservation records.
• Provide guests with detailed information regarding accommodation, facilities, rates, packages, and local attractions.
• Maximise occupancy and revenue by promoting upgrades, packages, and additional services.
• Confirm bookings and ensure all reservation documentation is accurate and complete.
• Liaise with Front Office, Housekeeping, Sales, and Food & Beverage departments to ensure guest requirements are communicated effectively.
• Monitor room availability and assist with inventory management.
• Process deposits, payments, and refunds in accordance with company policies.
• Handle guest enquiries, special requests, and complaints professionally.
• Assist with group bookings and corporate reservations where required.
• Generate daily reservation reports and occupancy forecasts.
• Maintain excellent relationships with travel agents, tour operators, and online travel agencies (OTAs).
• Ensure compliance with company policies, reservation procedures, and data protection requirements.

POSITION INFO:
Minimum Qualifications

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

• Minimum 2–3 years' experience as a Reservationist within a hotel, lodge, or luxury hospitality environment.
• Strong working knowledge of Opera Property Management System (Opera PMS) is essential.
• Experience working with online booking platforms (OTAs), travel agents, and corporate bookings.
• Previous experience in a four-star or five-star hospitality environment is preferred.

• Strong knowledge of hotel reservation procedures and room inventory management.
• Excellent proficiency in Opera PMS.
• Good understanding of revenue management and occupancy optimisation.
• Excellent verbal and written communication skills.
• Strong customer service and relationship management skills.
• High level of accuracy and attention to detail.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to manage multiple reservations while maintaining accuracy.
• Strong administrative and organisational skills.
• Ability to work under pressure and meet deadlines.

• Friendly, professional, and well-presented.
• Customer-focused with a passion for hospitality.
• Excellent problem-solving and decision-making abilities.
• Highly organised and detail-oriented.
• Calm under pressure and able to multitask effectively.
• Honest, reliable, and dependable.
• Positive attitude with strong teamwork skills.
• Flexible and adaptable to operational requirements.

• Full-time, live-out position based in Hout Bay, Western Cape.
• Shift work, including weekends and public holidays, will be required.
• Office-based role requiring prolonged periods of computer work and telephone communication.
• May be required to assist with peak reservation periods and high occupancy seasons.