The Reservations & Guest Relations Coordinator is responsible for managing guest enquiries, converting bookings, and coordinating guest experiences while supporting revenue growth. This role serves as the primary point of contact for guests and requires strong communication, sales ability, attention to detail, and professionalism.

Key Responsibilities

• Manage all guest enquiries via phone, email, WhatsApp, social media, and booking platforms.
  

• Convert enquiries into confirmed bookings and proactively upsell accommodation, meals, activities, and experiences.
  

• Create personalised itineraries for guests and coordinate internal and external activities or services.
  

• Maintain accurate reservation records, payment tracking, and guest information within reservation systems and shared records.
  

• Manage and update digital booking platforms, rates, availability, and guest communications.
  

• Monitor guest reviews, respond professionally, and escalate complaints where necessary.
  

• Track booking performance, follow up on leads, and assist with strategies to increase occupancy and revenue.
  

• Coordinate with management, marketing, and operational teams to ensure smooth guest experiences.
  

• Handle payments, invoicing, and refund requests in line with established policies and approval processes.
  

• Ensure confidentiality of guest data and compliance with relevant data protection regulations.
  

Role Expectations

• Deliver professional, warm, and solution-oriented guest service at all times.
  

• Work independently within defined guidelines while escalating exceptions or disputes to management.
  

• Maintain strong attention to detail in all reservations, records, and communications.
  

• Be flexible with working hours, including occasional availability for urgent guest matters outside normal working hours.
  

Reporting Structure

• Reports to the Technical Director and participates in regular operational and performance meetings with management and marketing teams.
  

Requirements

High level of organisation and attention to detail

Ability to manage multiple enquiries and bookings simultaneously

Strong problem-solving skills and ability to work independently

Experience using reservation systems and online booking platforms (e.g., channel managers, OTAs)

Proficiency in digital communication tools, email, and basic administrative systems

Ability to maintain accurate financial records related to bookings and payments

Understanding of guest service standards and hospitality operations

Ability to handle confidential guest information responsibly

Flexibility to assist with urgent guest matters outside normal working hours when required

Benefits

• Remote position R12,500.00 per month
  
• 5% on nett revenue will be payable on all bookings that exceed the set target number