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Job Summary
A private luxury nature reserve near Montagu, Western Cape, offering 5-star accommodation and carefully curated, high-touch stays ; is seeking an experienced Online Bookings & Guest Relations Manager . This is a South Africa-based remote position ; with occasional visits to the property. The successful candidate will own the guest journey from the first online enquiry through to post-stay follow-up, working closely with the on-site team whenever a physical response is required. You will manage the full online reservations and guest-relations function, combining exceptional guest service with strong commercial and booking performance. Key responsibilities include: Manage direct, website and OTA enquiries and bookings across all channels. Own pre-arrival, in-stay and post-stay guest communication, including WhatsApp concierge support. Maintain availability, rates, restrictions and inventory across the PMS and channel manager. Convert enquiries, follow up provisional bookings and support occupancy and revenue targets. Coordinate access information, special requests and seamless handovers to the on-site team. Handle guest recovery within agreed authority and escalate operational issues promptly. Track occupancy, pickup, conversion, guest feedback and booking-source performance. Identify opportunities to improve conversion, guest experience and revenue performance. Requirements: You will have strong reservations and guest-relations experience within a luxury lodge, boutique hotel, villa or similarly high-touch hospitality environment . You should be confident using cloud-based PMS and channel-management systems, OTAs, online payment platforms and WhatsApp Business. Excellent written and spoken English, polished communication, calm judgement and strong attention to detail are essential. You must be comfortable working independently from a reliable remote setup and be based in South Africa, with the ability to visit the Montagu property occasionally. Revenue-management experience will be a strong advantage.
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