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Job Summary
A Reservationist at a luxury 5-star game lodge is responsible for managing guest bookings, ensuring seamless communication with guests and travel agents, maximizing occupancy and revenue, and delivering an exceptional pre-arrival guest experience. The role requires strong administrative skills, attention to detail, and luxury hospitality service standards. Key Duties & Responsibilities Handle all reservation enquiries via phone, email, website, and travel agents Process bookings accurately on the Property Management System (PMS) Prepare quotations, itineraries, confirmations, and invoices Manage amendments, cancellations, special requests, and guest preferences Ensure all guest information and booking details are captured correctly Coordinate transfers, activities, safari drives, spa bookings, and special occasions Maintain room availability and update booking inventory daily Liaise with Front Office, Housekeeping, Guides, and Food & Beverage departments regarding arrivals and guest requirements Upsell lodge packages, activities, spa treatments, and additional services Build and maintain strong relationships with guests, tour operators, and travel agents Respond to guest complaints and reservation issues professionally Ensure excellent telephone etiquette and luxury guest communication standards Assist with reporting, administration, and reservation filing systems Maintain confidentiality of guest information Ensure smooth pre-arrival and arrival planning for VIP and international guests Required Qualifications Grade 12 / Matric Diploma or Degree in Hospitality Management, Tourism, or related field preferred Formal hotel school qualification advantageous Valid driver’s license beneficial Experience Required Minimum 2–5 years’ experience in reservations or front office within a 4-star or 5-star lodge/hotel environment Previous luxury game lodge experience highly advantageous Experience working with international guests and travel agents Knowledge of safari lodge operations preferred Systems & Technical Skills Proficiency in PMS systems such as: Protel Opera PANStrat Odyssey Strong Microsoft Office skills (Word, Excel, Outlook) Knowledge of OTA platforms and online booking systems advantageous Key Skills & Competencies Excellent verbal and written English communication skills Strong telephone etiquette and customer service ability High attention to detail and accuracy Excellent organizational and multitasking skills Professional appearance and presentation Ability to work under pressure in a fast-paced environment Sales and upselling ability Strong problem-solving and conflict-resolution skills Team player with the ability to work independently Passion for luxury hospitality and guest satisfaction
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