SUMMARY:
The Reservationist will manage inbound reservation enquiries for all DHR lodges.
POSITION INFO:
Dream Hotels & Resorts lives by its 8 core values. Our team is dedicated to being reliable and accountable, fostering empathy to understand others' feelings and collaboratively find solutions, and prioritizing sustainability in environmental, financial, and social aspects. Rooted in humanity, trust, dynamism, excellence, and joy, we celebrate diversity, prioritize integrity, embrace creativity, pursue quality, and foster a joyful work environment to connect people with our surroundings and each other. These play a part in our day-to-day decision making & operational requirements.
We are seeking a Lodge Reservationist who shares our love for the bush, understands the art of selling and upselling, and knows how to create a seamless booking journey for our guests.
Role Purpose
The Reservationist will manage inbound reservation enquiries for all DHR lodges, connect with guests, and provide a smooth, professional, and personal booking experience. This role is focused on turning enquiries into confirmed bookings while delighting the guest with thoughtful recommendations, upsells, and insider knowledge about our lodge and the surrounding area. The role has further scope across the Dream resorts portfolio, and opportunity to entrench yourself with our anchor resorts, hotels & lodges curating experiences across the business for travellers in due course.
Key Responsibilities
- Reservation Management
- Handle inbound reservations via phone, email, and online platforms.
- Confirm bookings accurately and efficiently, ensuring all details are correctly captured.
- Manage changes, cancellations, and special requests professionally.
- Sales & Upselling
- Understand guest needs and tailor recommendations to enhance their stay.
- Actively upsell packages, experiences, and lodge offerings to maximise revenue.
- Close deals confidently while maintaining a guest-first approach.
- Guest Experience
- Deliver a warm, personalised booking experience that reflects the spirit of Dream Hotels & Resorts.
- Build rapport with guests, making them feel valued and excited about their lodge visit.
- Provide insider knowledge about the lodge, the region, and bush travel tips.
- Collaboration
- Liaise with lodge management for availability, promotions, and guest feedback.
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EXPERIENCE
- Minimum 2–3 years’ reservations experience, within a lodge or safari environment.
- Proven track record in closing bookings and upselling additional experiences.
- Strong understanding of the guest booking journey and the importance of personalised service.
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SKILLS & KNOWLEDGE
- Excellent communication and interpersonal skills, able to connect with a variety of guests.
- A natural salesperson who enjoys exceeding targets and enhancing guest stays.
- Highly organised and detail-oriented, with the ability to manage bookings accurately.
- Comfortable working independently and remotely.
- Tech-savvy and able to work with reservation systems and online communication tools.
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PERSONAL ATRIBUTES
- Passion for travel, wildlife, and the bush – someone who has travelled and understands what makes a great guest experience.
- Friendly, professional, and proactive approach to customer service.
- Flexible, reliable, and self-motivated.
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What We Offer
- Opportunity to be part of a passionate lodge team.
- The chance to share your love for travel and create memorable experiences for guests.
