Industry: Hospitality
Department: Reservations / Guest Services
Employment Type: Full Time

About the Role

We are seeking a professional, organised, and guest focused Reservationist to join a busy hospitality environment.

The Reservationist will be responsible for the effective administration and coordination of restaurant and hospitality reservations, responding to guest enquiries, managing booking systems, and providing friendly and professional service across telephone, email, and face to face interactions.

The successful candidate will have excellent communication and administrative skills, strong attention to detail, and the ability to multitask and prioritise in a fast paced environment. The role also involves identifying sales opportunities and promoting relevant experiences and services to guests.

Key Responsibilities

Reservations and Guest Services

• Manage restaurant, event, and hospitality reservations accurately and efficiently using relevant reservation systems.

• Respond to incoming telephone calls promptly and professionally.

• Handle guest enquiries via telephone, email, and face to face interactions.

• Capture, amend, confirm, and cancel reservations as required.

• Ensure reservation information is accurate and up to date.

• Provide guests with accurate information regarding availability, menus, experiences, events, operating hours, and other relevant services.

• Assist guests with special requests and ensure relevant information is communicated to the appropriate departments.

• Maintain a professional and welcoming approach throughout every guest interaction.

Administration

• Maintain accurate reservation databases and filing systems.

• Prepare quotations, function sheets, invoices, reports, schedules, and other required documentation.

• Coordinate bookings and special arrangements with internal departments and external suppliers.

• Ensure all booking information and correspondence is properly recorded and maintained.

• Manage administrative tasks associated with reservations and events.

• Build and maintain positive professional relationships with guests, clients, suppliers, and colleagues.

• Ensure all administrative processes are completed accurately and within required timeframes.

Sales and Revenue Generation

• Convert enquiries into confirmed reservations.

• Identify opportunities to upsell relevant restaurant experiences, events, tastings, packages, or additional services.

• Promote suitable offerings based on guest requirements and preferences.

• Support the achievement of revenue and booking targets.

• Maintain strong relationships with existing and prospective guests to encourage repeat business.

• Communicate promotional offers and relevant experiences accurately and professionally.

Communication and Coordination

• Communicate effectively with restaurant management, kitchen teams, front of house staff, and other departments.

• Ensure booking changes, special requests, guest requirements, and important information are communicated promptly.

• Coordinate with suppliers and external service providers where required.

• Participate in team briefings and ensure relevant information is shared with colleagues.

• Maintain professional telephone and email etiquette at all times.

Guest Experience

• Provide friendly, responsive, and courteous service throughout the reservation process.

• Create a positive first impression through professional communication and efficient service.

• Anticipate guest needs and proactively offer assistance.

• Handle guest complaints, concerns, and difficult situations calmly and professionally.

• Escalate complex issues to management when appropriate.

• Maintain confidentiality when handling guest and client information.

General Operational Support

• Maintain a professional appearance and high standard of personal grooming.

• Ensure all required paperwork, forms, reports, and schedules are completed accurately and on time.

• Assist colleagues during busy periods to maintain efficient guest service and operational standards.

• Remain flexible and assist with additional duties when operationally required.

• Follow all company policies, procedures, service standards, and operational guidelines.

• Maintain a professional and positive attitude in a fast paced hospitality environment.

Systems and Technology

• Use reservation and booking management systems accurately and efficiently.

• Maintain accurate records across relevant hospitality systems.

• Use Microsoft Office applications for administration and reporting.

• Adapt quickly to new systems and technology where required.

Minimum Requirements

Education: Grade 12 or equivalent.

Experience: Minimum of 1 year''s previous experience in a reservations, restaurant, hospitality, guest services, or similar customer facing administrative role.

Additional Requirements:

• Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.

• Experience using restaurant reservation systems will be advantageous.

• Experience using hotel property management systems will be advantageous.

• Strong telephone etiquette and customer service skills.

Key Skills and Competencies

• Excellent verbal and written communication skills.

• Exceptional customer service and relationship building abilities.

• Strong administrative and organisational skills.

• Excellent attention to detail and accuracy.

• Ability to multitask and prioritise effectively.

• Strong time management skills.

• Good problem solving and decision making abilities.

• Sales and upselling skills.

• Confident telephone and email communication.

• Proficiency in Microsoft Office.

• Ability to learn and use reservation and hospitality management systems.

• Ability to work independently and as part of a team.

• Ability to remain calm and professional in a busy environment.

Personal Attributes

The ideal candidate will be:

• Professional, friendly, and approachable.

• Highly organised and detail orientated.

• Reliable, punctual, and accountable.

• Confident and articulate when communicating with guests.

• Service orientated and genuinely passionate about hospitality.

• Proactive and solutions focused.

• Comfortable working under pressure.

• Adaptable and able to manage changing priorities.

• Confident in identifying and pursuing sales opportunities.

• A positive team player who contributes to a professional and supportive working environment.

• Open to feedback and committed to continuous improvement.

Working Environment

This is a guest facing position within a busy hospitality environment. The successful candidate must be comfortable managing multiple enquiries and reservations simultaneously while maintaining a high level of accuracy and service.

The role may require working shifts, weekends, public holidays, and during busy seasonal or event periods.

The Reservationist plays an important role in creating a positive guest experience from the initial enquiry through to the confirmed reservation and arrival.