Reservationist

SUMMARY:
The Reservationist is responsible for managing all guest reservations across a portfolio of luxury lodges, ensuring an exceptional booking experience from the initial enquiry through to guest arrival. The role involves handling reservations, preparing quotations and itineraries, coordinating with travel agents and lodge teams, maximizing occupancy, and delivering outstanding customer service while maintaining the highest standards of accuracy and professionalism.
Key Duties & Responsibilities

• Manage all reservation enquiries received via telephone, email, website, online booking platforms, and travel agents.
• Process new bookings, amendments, cancellations, and special requests accurately and efficiently.
• Prepare and send quotations, booking confirmations, invoices, payment links, and guest itineraries.
• Maintain accurate guest profiles and reservation records within the Property Management System (PMS).
• Ensure all booking information, rates, and guest preferences are correctly captured.
• Coordinate transfers, activities, spa bookings, dining reservations, and special occasions with lodge operations.
• Liaise daily with lodge management, front office, housekeeping, guides, and food & beverage departments to ensure seamless guest arrivals.
• Follow up on quotations, provisional bookings, deposits, and outstanding payments.
• Monitor room availability and maximize occupancy through effective inventory management and upselling.
• Assist with group bookings, room blocks, and special event reservations.
• Handle travel agent and tour operator bookings while maintaining strong business relationships.
• Resolve guest booking queries and complaints professionally and promptly.
• Ensure all reservation documentation complies with company procedures.
• Produce daily, weekly, and monthly reservation reports as required.
• Keep updated on lodge promotions, packages, seasonal specials, and rates.
• Support the Reservations Manager with administrative and operational duties.
• Maintain confidentiality of guest information and company data.
• Deliver exceptional customer service in line with luxury hospitality standards.

POSITION INFO:
Minimum Qualifications

• Grade 12 (Matric).
• Certificate or Diploma in Hospitality Management, Tourism Management, Travel & Tourism, or a related field.
• Additional reservations or customer service training is advantageous.

• Minimum 2–4 years' experience as a Reservationist within a luxury lodge, hotel, or hospitality group.
• Experience working with multiple properties is highly advantageous.
• Experience dealing with international guests, travel agents, and tour operators.
• Proven experience using Property Management Systems (PMS) such as Opera, Protel, Semper, ResRequest, NightsBridge, or similar.
• Experience with online booking platforms and channel management systems.

• Excellent verbal and written communication skills.
• Strong customer service orientation.
• High level of attention to detail and accuracy.
• Excellent organizational and administrative skills.
• Ability to multitask in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Good financial understanding, including deposits, invoices, and reconciliations.
• Sound knowledge of Microsoft Office (Word, Excel, Outlook).
• Understanding of luxury hospitality standards.
• Knowledge of revenue management principles and rate structures.
• Professional telephone etiquette.

• Friendly, professional, and guest-focused.
• Positive attitude with excellent interpersonal skills.
• Highly organized and dependable.
• Calm under pressure.
• Team player with the ability to work independently.
• Honest, trustworthy, and discreet.
• Well-presented with excellent attention to detail.
• Flexible to work weekends, public holidays, and peak tourism periods when required.

• Reservation accuracy rate.
• Response time to enquiries.
• Conversion rate from enquiry to confirmed booking.
• Occupancy and revenue contribution.
• Guest satisfaction and feedback.
• Quotation follow-up success rate.
• Booking turnaround time.
• Accuracy of guest profiles and reservation records.
• Timely collection of deposits and outstanding payments.
• Compliance with reservation procedures and company standards.