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Job Summary The Reservationist is responsible for managing all accommodation reservations efficiently and accurately to maximise room occupancy and revenue. This role serves as a key link between guests, the front office, sales team, and other hotel departments, ensuring excellent service delivery from the point of enquiry through to arrival. Key Duties and Responsibilities • Process FIT reservations via telephone, email, fax, central reservation systems, and online channels • Handle reservation requests received from sales offices, travel agents, tour operators, and internal departments • Maintain detailed knowledge of room types, layouts, amenities, and availability • Understand and apply current room rates, packages, promotions, and group rates • Accurately apply the hotel’s credit and payment policies to all reservations • Create, update, and maintain reservation records by arrival date and alphabetically • Prepare and send reservation confirmations and related correspondence • Communicate all reservation details clearly to the Front Office and relevant departments • Process amendments, cancellations, and no-shows promptly and accurately • Ensure compliance with the hotel’s guaranteed reservation and no-show policies • Process and monitor advance deposits and payment confirmations • Track room availability and assist with forecasting occupancy levels • Assist with pre-registration and arrival preparation where required • Maintain accurate filing and reservation documentation • Conduct daily checks on arrivals, traces, and provisional bookings • Compile and submit weekly group and forecast reports • Handle daily guest and agent correspondence professionally • Ensure all reservation systems and records are kept up to date • Carry out any reasonable tasks or requests as required by management Qualifications & Requirements • Matric (Grade 12) – essential • Qualification in Hospitality, Tourism, or Hotel Management – advantageous • Previous experience in a reservations or front office role within hospitality • Strong knowledge of reservation systems (e.g., Opera, NightsBridge, Semper, or similar) • Good understanding of hotel operations and room inventory management • Excellent communication skills (verbal and written) • Strong organisational and administrative abilities • High attention to detail and accuracy • Ability to work under pressure and manage multiple bookings simultaneously • Good computer literacy (MS Office – especially Excel and Outlook) • Strong customer service orientation • Ability to work shifts, weekends, and public holidays when required Key Competencies • Excellent interpersonal and communication skills • Strong problem-solving ability • Time management and organizational skills • Ability to work independently and as part of a team • Professional telephone etiquette • Reliability and attention to detail • Ability to maintain confidentiality and accuracy
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