Reservationist

SUMMARY:
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POSITION INFO:

Job Purpose

To handle all reservation enquiries efficiently and professionally, maximise room revenue, and ensure excellent customer service while maintaining accurate booking records.

Key Responsibilities

• Answer incoming calls, emails, and online booking enquiries promptly and professionally.
• Process individual and group reservations accurately in the Property Management System (PMS).
• Recon Credit Cards to opera (Operating System)
• Issue AR Invoices – assist Debtors department
• Advanced Deposits – allocate payments and post to applicable reservations
• Check POP file and clear file once payments have been posted
• Nedbank IVeri and Lite recon and post payments as well as links to guests
• Commissions and supporting Invoices. Issue to accounts for payment
• Process refunds / credit note paperwork
• Check room availability and quote rates according to property policies.
• Upsell rooms, packages, and property services to maximise revenue.
• Amend, cancel, and confirm reservations as required.
• Ensure all bookings have correct payment details and billing instructions.
• Liaise with Front Office, Sales and Marketing, and Revenue departments regarding bookings
• Maintain accurate guest profiles and reservation records.
• Handle special requests and VIP bookings.
• Ensure compliance with company policies and reservation procedures.
• Assist with reporting (daily pickup reports, occupancy updates, etc.).

Required Skills & Competencies

• Excellent communication skills (verbal and written).
• Strong telephone etiquette.
• Good computer literacy (Microsoft Office, excel and word)
• PMS System - Opera
• Attention to detail and accuracy is vital
• Ability to multitask and work under pressure.
• Sales and up-selling skills.
• Customer-focused attitude.
• Problem-solving ability in high pressurised environment

Qualifications & Experience

• Grade 12 (Matric).
• Hospitality qualification (advantageous).
• Minimum 1–2 years’ experience in reservations, front office,

Personal Attributes

• Professional and well-spoken.
• Reliable and punctual.
• Team player.
• Positive and proactive attitude.