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Job Summary
The Reservationist for a boutique lodge is responsible for managing all guest bookings and enquiries with a personalised, warm, and professional approach. This role ensures that every guest receives accurate information and a seamless booking experience from first contact. The Reservationist works closely with the lodge team to coordinate arrivals, special requests, and guest preferences, helping to create a memorable and smooth stay for each guest. Key Responsibilities Handle all reservation enquiries via phone, email, online platforms, and travel partners. Provide personalised service by understanding guest preferences, special occasions, and travel needs. Accurately make, modify, and confirm bookings according to lodge standards. Offer detailed information on lodge rooms, activities, dining, spa services, and lodge amenities. Coordinate guest requirements with relevant departments (Housekeeping, Kitchen, Guides, Management). Capture all guest information accurately into the reservation system. Follow up on leads to secure bookings and maximise occupancy. Manage deposit payments, invoices, and booking confirmations. Monitor availability and communicate daily occupancy updates to management. Build positive relationships with tour operators, agents, and repeat guests. Assist guests with itinerary planning and lodge-related questions. Uphold high service standards to reflect the boutique lodge experience. Qualifications & Experience Grade 12 / Matric essential. 1–2 years’ experience in reservations or front office within a lodge or hospitality environment. Experience with lodge reservation systems (Semper, ResRequest, Opera, RoomMaster, or similar) advantageous. Understanding of lodge operations, guest journey, and activity coordination. Skills & Competencies Excellent written and verbal communication skills. Strong customer service focus with a warm, engaging manner. Ability to upsell accommodation, activities, and lodge packages. High accuracy and attention to detail. Good organisational and administrative skills. Ability to handle multiple tasks in a fast-paced lodge environment. Proficient in MS Office and reservation systems. Personal Attributes Friendly; welcoming, and professional. Passionate about guest experience and hospitality. Confident; proactive, and able to work independently. Well-presented and well-spoken. Calm under pressure and solutions-driven. Flexible to accommodate lodge operational demands.
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