Reservationist

SUMMARY:
Job Description
The Reservationist for a boutique lodge is responsible for managing all guest bookings and enquiries with a personalised, warm, and professional approach. This role ensures that every guest receives accurate information and a seamless booking experience from first contact. The Reservationist works closely with the lodge team to coordinate arrivals, special requests, and guest preferences, helping to create a memorable and smooth stay for each guest.
 
Key Responsibilities

• Handle all reservation enquiries via phone, email, online platforms, and travel partners.
• Provide personalised service by understanding guest preferences, special occasions, and travel needs.
• Accurately make, modify, and confirm bookings according to lodge standards.
• Offer detailed information on lodge rooms, activities, dining, spa services, and lodge amenities.
• Coordinate guest requirements with relevant departments (Housekeeping, Kitchen, Guides, Management).
• Capture all guest information accurately into the reservation system.
• Follow up on leads to secure bookings and maximise occupancy.
• Manage deposit payments, invoices, and booking confirmations.
• Monitor availability and communicate daily occupancy updates to management.
• Build positive relationships with tour operators, agents, and repeat guests.
• Assist guests with itinerary planning and lodge-related questions.
• Uphold high service standards to reflect the boutique lodge experience.

POSITION INFO:
Qualifications & Experience

• Grade 12 / Matric essential.
• 1–2 years’ experience in reservations or front office within a lodge or hospitality environment.
• Experience with lodge reservation systems (Semper, ResRequest, Opera, RoomMaster, or similar) advantageous.
• Understanding of lodge operations, guest journey, and activity coordination.

• Excellent written and verbal communication skills.
• Strong customer service focus with a warm, engaging manner.
• Ability to upsell accommodation, activities, and lodge packages.
• High accuracy and attention to detail.
• Good organisational and administrative skills.
• Ability to handle multiple tasks in a fast-paced lodge environment.
• Proficient in MS Office and reservation systems.

• Friendly, welcoming, and professional.
• Passionate about guest experience and hospitality.
• Confident, proactive, and able to work independently.
• Well-presented and well-spoken.
• Calm under pressure and solutions-driven.
• Flexible to accommodate lodge operational demands.