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Job Summary
Hotel and Lodge group requires a Senior Reservationist (Reservations Team Lead). Key Responsibilities: Team Leadership & Training Lead and mentor a small, high-performing team within the Central Reservations Department. Provide ongoing team training and support to ensure excellence in guest interactions. Promote and lead through professional, helpful interactions with the Reservations Manager, colleagues, and industry partners. Foster a culture of dedication, flexibility, and professional appearance. Reservations & Sales Management Oversee the entire reservations process via telephone, WhatsApp, email, online platforms, CRS, referral networks, and social media. Actively promote sales, cross-selling, and upselling of various products within the portfolio. Manage the full lifecycle of bookings, including cancellations, modifications, and refund requests. Support the Reservations Manager with room availability, deposit monitoring, revenue/occupancy forecasts, and inventory management. Operational Excellence & Systems Implement and manage Reservation Status SOPs and OTA platforms. Ensure rigorous inbox management with a focus on fast email turnaround times. Prepare expected arrival reports and manage the communication flow to lodge operations teams. Maintain accurate systems, up-to-date files, and daily correspondence. Ensure strict compliance with all company policies and procedures. Key Performance Indicators (KPIs) Inquiry Conversion Rate: Success in turning inquiries into confirmed bookings through effective sales and upselling techniques. Response Turnaround Time: Maintaining the team’s commitment to fast and efficient email and message responses (Target: Under 2 hours). Data Accuracy: Ensuring 100% accuracy in guest files, PMS entries, and arrival reports sent to lodges. Team Performance: Measured through successful SOP implementation and the professional development of team members. Revenue Growth: Direct contribution to occupancy forecasts and successful inventory management through strategic upselling. Minimum Requirements & Skills Experience Minimum 6 years’ experience in a tourism/travel call centre or reservations department for multiple properties as a senior reservation’s consultant or proven experienced as a reservations team lead. Technical Skills PMS Proficiency: Knowledge of Nebula, eRes, and Opera (Cloud & Apex) is highly advantageous. Software: Advanced skills in Microsoft Office (Excel, PowerPoint, Word) and CRM systems. Competencies Communication: Exceptional command of English (verbal and written) with a high level of professional correspondence. Leadership: A natural team player with strong interpersonal and problem-solving skills. Attributes: Dynamic, self-starter, well-organized, and flexible to support other operational areas when required. Eligibility: Valid RSA ID and a presentable professional appearance. Position will be office based in Sandton.
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