Reservationist

SUMMARY:
The Reservationist is responsible for managing all accommodation reservations, delivering exceptional customer service, and maximising room revenue through effective reservation management. The successful candidate will have a minimum of three years' hands-on experience using the Opera Property Management System (PMS) and will be confident in handling individual, group, and corporate bookings while ensuring accuracy and efficiency throughout the reservation process.
Key Responsibilities
Reservation Management

• Manage all accommodation reservations received via telephone, email, online booking platforms, and travel agents.
• Capture, amend, and cancel reservations accurately using the Opera PMS.
• Process individual, group, corporate, and travel trade bookings.
• Ensure all reservation details are accurate, including rates, guest preferences, billing instructions, and special requests.
• Issue booking confirmations and maintain accurate reservation records.
• Monitor room availability and optimise occupancy levels.

• Provide professional and courteous service to all guests.
• Respond promptly to reservation enquiries and booking requests.
• Assist guests with accommodation options, packages, and special promotions.
• Handle reservation changes and resolve guest queries efficiently.
• Ensure all guest interactions reflect the company's service standards.

• Maximise room sales through effective upselling and cross-selling.
• Promote room upgrades, packages, and additional guest services.
• Ensure rate integrity in accordance with company policies.
• Assist with occupancy forecasting and demand management.
• Support revenue management initiatives to maximise profitability.

• Manage all reservations within Opera PMS.
• Update room inventory and availability accurately.
• Process deposits, guarantees, and payment information.
• Generate reservation, occupancy, and production reports.
• Ensure accurate guest profiles and booking history are maintained.
• Liaise with Front Office and Housekeeping to ensure room readiness and special requests are communicated.

• Maintain accurate reservation records and filing systems.
• Prepare daily arrival, departure, and occupancy reports.
• Reconcile booking information with online travel agencies (OTAs) where required.
• Assist with group rooming lists and reservations administration.
• Ensure compliance with company reservation policies and procedures.

• Work closely with Front Office, Housekeeping, Sales, Revenue, and Food & Beverage departments.
• Liaise with travel agents, tour operators, and corporate clients.
• Communicate special guest requirements to operational departments.
• Assist with VIP arrivals and group bookings.

POSITION INFO:
Minimum Requirements

• Grade 12 (Matric).
• Diploma or Certificate in Hospitality Management, Tourism, or a related field (preferred).
• Minimum of 3 years' recent experience working on the Opera Property Management System (Opera PMS).
• Minimum of 3 years' experience as a Reservationist within a hotel, luxury lodge, or resort environment.
• Previous experience handling high reservation volumes and multiple booking channels.

• Advanced proficiency in Opera PMS (essential).
• Strong knowledge of hotel reservation procedures.
• Experience with online travel agencies (Booking.com, Expedia, Agoda, etc.).
• Knowledge of channel managers and booking engines.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Understanding of hotel revenue management principles.
• Excellent typing and administrative skills.

• Exceptional customer service skills.
• Strong communication and telephone etiquette.
• Excellent organisational and time management skills.
• High level of accuracy and attention to detail.
• Ability to multitask and prioritise effectively.
• Strong problem-solving abilities.
• Professional and well-presented.
• Ability to work independently and as part of a team.

• Friendly and approachable.
• Calm under pressure.
• Positive and service-oriented attitude.
• Honest, reliable, and trustworthy.
• Flexible and adaptable to operational requirements.
• Passion for hospitality and guest satisfaction.

• Accuracy of reservation entries.
• Reservation response time.
• Guest satisfaction scores relating to the reservations process.
• Occupancy and conversion rates.
• Upselling and revenue generation.
• Opera PMS data accuracy.
• OTA reservation accuracy.
• Compliance with reservation procedures and service standards.

• Office-based within a hotel, lodge, or resort reservations department.
• Requires flexibility to work shifts, weekends, and public holidays.
• May be required to assist after hours during peak booking periods or with emergency operational requirements.