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Job Summary
The Reservationist is responsible for managing all guest reservations for the game lodge, ensuring a seamless booking experience from the initial enquiry through to guest arrival. The successful candidate will provide exceptional customer service, maintain accurate reservation records, coordinate guest itineraries, and work closely with operational departments to ensure every guest enjoys a memorable safari experience. The Reservationist plays a key role in maximising occupancy while delivering the high standards expected of a luxury game lodge. Key Responsibilities Reservations Management Manage all reservations received via telephone, email, the lodge website, travel agents, and online booking platforms. Process new bookings, amendments, cancellations, and special requests accurately and efficiently. Maintain accurate guest profiles, reservation details, and room allocations within the Property Management System (PMS). Monitor room availability and maximise occupancy in line with revenue objectives. Prepare daily arrival, departure, and occupancy reports. Ensure all reservation details are communicated accurately to operational departments. Guest Relations Respond to guest enquiries promptly and professionally. Provide detailed information regarding accommodation, rates, game drives, lodge facilities, dining experiences, and activities. Coordinate guest itineraries, transfers, dietary requirements, celebrations, and special requests. Ensure VIP guests and special occasions are communicated to the relevant departments. Maintain a high level of personalised service before guest arrival. Administration Prepare booking confirmations, invoices, quotations, and reservation correspondence. Process deposits, payments, refunds, and maintain accurate financial records. Maintain organised reservation files and guest records. Generate reservation and occupancy reports for management. Interdepartmental Coordination Liaise with Front Office, Housekeeping, Kitchen, Guides, Maintenance, and Management to ensure guest expectations are met. Communicate guest arrival times, departure schedules, activity bookings, and special requirements. Ensure game drive schedules and transfer arrangements are coordinated with the relevant teams. Sales & Revenue Promote accommodation packages, safari experiences, and additional lodge services. Assist in achieving occupancy and revenue targets through effective reservation management. Maintain relationships with travel agents, tour operators, and booking partners where required. Compliance Maintain confidentiality of guest information. Follow company policies, procedures, and Standard Operating Procedures (SOPs). Ensure compliance with health, safety, and lodge operational standards. Working Conditions Full-time position requiring weekends and public holiday work. Office-based role within a luxury game lodge environment. May require live-in accommodation depending on operational requirements. Minimum Qualifications Grade 12 (Matric) or equivalent. Certificate or Diploma in Hospitality Management, Tourism Management, or a related field is advantageous. Experience Minimum of 2 years' experience as a Reservationist in a game lodge, safari lodge, hotel, or luxury hospitality environment is essential. Experience using a Property Management System (PMS) such as Opera, Protel, Semper, or similar. Experience working with online booking platforms and travel agents. Previous experience in a luxury lodge or safari environment is highly advantageous. Knowledge Lodge reservation procedures and room inventory management. Safari lodge operations and guest itinerary planning. Property Management Systems (PMS). Online booking platforms and OTA management. Guest service and luxury hospitality standards. Basic revenue management principles. Microsoft Office Suite. General hospitality administration. Skills & Competencies Excellent customer service and communication skills. Strong organisational and administrative abilities. High attention to detail and accuracy. Ability to multitask and work under pressure. Strong problem-solving and time management skills. Ability to coordinate guest itineraries and special requests. Sales and upselling skills. Computer literacy with experience using reservation systems. Personal Attributes Friendly; professional, and guest-focused. Passionate about hospitality and wildlife tourism. Well-presented with excellent interpersonal skills. Reliable; organised, and trustworthy. Calm under pressure with a proactive attitude. Team player with a commitment to exceptional guest experiences. Additional Requirements Minimum of 2 years' experience in a reservations role is essential. Experience in a game lodge or luxury hospitality environment is preferred. Willingness to work weekends and public holidays. Own reliable transport is advantageous. Live-in accommodation may be required. No criminal record. Eligible to work in South Africa.
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