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Job Summary
The Reservationist is responsible for managing all accommodation reservations efficiently and professionally while delivering exceptional customer service. The successful candidate will be responsible for handling reservation enquiries, processing bookings accurately through Opera Property Management System (PMS), maximizing occupancy, maintaining rate integrity, and ensuring seamless communication between departments. The Reservationist plays a key role in creating a positive guest experience from the initial enquiry through to arrival. Key Responsibilities Manage all accommodation reservations via telephone, email, online booking platforms, and travel agents. Capture; modify, and cancel reservations accurately using Opera PMS. Ensure all booking information is complete and accurate. Respond promptly and professionally to guest enquiries. Provide guests with accurate information regarding room types, rates, packages, facilities, and services. Maximize occupancy through effective room allocation and upselling opportunities. Monitor room availability and maintain accurate inventory. Coordinate with Front Office and Housekeeping to ensure room readiness. Process deposits, confirmations, amendments, and cancellations in accordance with company policies. Prepare daily arrival and departure reports. Liaise with travel agents, corporate clients, and online travel agencies. Ensure reservation records are maintained accurately. Assist with group bookings and special event reservations. Resolve guest booking queries and complaints professionally. Maintain confidentiality of guest information. Support Front Office operations during busy periods when required. Ensure compliance with company policies and hospitality standards. Minimum Qualifications Grade 12 (Matric). A qualification in Hospitality Management, Tourism, or a related field will be advantageous. Experience Minimum of 3 years' experience as a Reservationist within a hotel, lodge, or hospitality environment. Strong working knowledge and hands-on experience with Opera Property Management System (PMS) is essential. Experience working with online travel agencies (Apply Below, Expedia, Agoda, etc.). Experience handling corporate, leisure, and group reservations. Previous experience in a luxury lodge or hotel environment is advantageous. Technical Skills Advanced Opera PMS knowledge (essential). Proficiency in Microsoft Office (Word, Excel, Outlook). Understanding of hospitality reservation procedures. Knowledge of channel managers and online booking systems. Excellent administrative and organisational skills. Accurate data capturing and record management. Skills & Competencies Exceptional customer service skills. Excellent verbal and written communication. Strong telephone etiquette. High attention to detail. Excellent organisational and time-management skills. Ability to multitask in a fast-paced environment. Strong problem-solving abilities. Ability to remain calm under pressure. Strong sales and upselling skills. Professional appearance and demeanour. Ability to work independently and within a team. High level of integrity and confidentiality. Working Conditions Based in Pongola, KwaZulu-Natal. May be required to work weekends, public holidays, and shifts. Extended hours may be required during peak occupancy periods. Key Performance Indicators (KPIs) Reservation accuracy. Response time to guest enquiries. Occupancy and conversion rates. Upselling performance. Guest satisfaction scores. Opera data accuracy. Booking turnaround times. Compliance with reservation procedures. Effective communication with operational departments.
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