Reservationist DELAIRE GRAFF LODGES & SPA

SUMMARY:
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POSITION INFO:

Reporting to the Reservations Manager, the Reservationist is responsible for accurately processing bookings and enquiries while delivering courteous, efficient, and professional service at all times, in line with Delaire Graff Lodges & Spa standards.

Main Responsibilities:

• Handle all reservation enquiries, calls and emails promptly and professionally

• Accurately process and administer reservations, manage provisional bookings, update the PMS and assist with concierge services

• Ensure all rates, confirmations, deposits, guest details and special requests are accurate

• Maintain organised records, accurate bookings, guest histories and statistical tracking

• Monitor daily arrivals and ensure all bookings are confirmed, particularly during high occupancy

• Maximise revenue through upselling and adherence to cancellation and no-show policies

• Maintain thorough knowledge of room types, facilities, rates, promotions and third-party booking channels

• Communicate relevant guest and booking information to Operations, Sales and Front Office

• Identify potential sales leads and assist with pre-bookings of facilities

• Build and maintain professional relationships with guests, agents and colleagues

• Maintain a positive attitude, uphold service standards and assist with general departmental duties as required

Main Requirements:

• Grade 12 (Matric)

• Hospitality, Travel or Tourism diploma preferred

• Preferably 2–3 years’ previous reservations experience, ideally in a 5-star or luxury hospitality environment

• Knowledge of PMS systems and proficiency in working with OTAs

• Fluent in English; additional languages will be an advantage

• Excellent sales skills and a customer-focused approach

• Good knowledge of domestic and international travel, including business, leisure, group and FIT bookings

• Exceptional guest service and communication skills, both written and verbal

• Strong organisational skills and attention to detail

• Availability to work rotational shifts, including weekends and public holidays

• Ability to work effectively under pressure

Delaire Graff Estate is an equal opportunity employer.