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Job Summary
Situated on a wine estate, this property is in search of a Hotel Reservationist who will be responsible for managing all guest reservations efficiently and professionally ensuring a seamless booking experience, in accommodation or activities. This role includes handling incoming reservation inquiries, processing bookings, offering accommodation options or activities and providing accurate information about the estates facilities, services, rates, and policies. The Reservationist plays a key role in maximizing occupancy, ensuring guest satisfaction, and supporting the overall revenue strategy of the property. Key Responsibilities: Reservations & Guest Communication Handle all incoming reservation calls, emails, and online booking inquiries promptly and professionally. Assist guests with selecting appropriate room types based on their needs and preferences. Confirm; modify, and cancel reservations in the property management system (PMS). Provide detailed information on room features, the amenities, promotions, and packages. Clearly communicate deposit requirements, cancellation policies, and terms & conditions. System & Administration Accurately input and manage reservation data in the PMS and channel management system Maintain up-to-date knowledge of room availability, rates, and restrictions. Ensure all reservations are coded correctly for tracking sources and revenue reporting. Sales & Revenue Support Promote room upgrades, special offers, and value-added packages to increase revenue. Convert inquiries into confirmed bookings through excellent product knowledge and sales skills. Customer Service Excellence Provide a warm, friendly, and engaging service that reflects the estate’s brand and standards. Assist guests with special requests, ensuring they are communicated to relevant departments. Address booking-related issues or concerns promptly and professionally. Collaboration & Communication Work closely with Front Office, Housekeeping, and other departments to ensure accurate guest information. Maintain confidentiality and protect guest data in accordance with privacy regulations and POPI act. Requirements: Grade 12 or equivalent qualification. Previous experience in hotel reservations or front office preferred. Strong communication skills (verbal and written). Excellent telephone etiquette and customer service orientation. Computer literacy, including experience with PMS systems (e.g., Opera, RoomMaster, Protel). Ability to multitask, work accurately, and handle high call volumes. Sales-minded with strong attention to detail. Professional; calm, and solution-oriented under pressure Must have own reliable transport and preferably reside in or in close proximity to Franschhoek
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