Reservationist

SUMMARY:
Purpose of the Role
The Reservationist will be responsible for handling guest reservations, managing booking systems, responding to enquiries, and ensuring excellent customer service throughout the booking process. The successful candidate must be able to communicate professionally with both English- and French-speaking guests and agents.
Key Responsibilities
Reservations & Bookings

• Manage all reservations via telephone, email, and online booking platforms
• Process bookings, amendments, cancellations, and confirmations accurately
• Maintain and update reservation systems daily
• Ensure all guest information and booking details are captured correctly
• Assist with room allocation and availability management

• Respond to guest and travel agent enquiries promptly and professionally
• Communicate effectively with English- and French-speaking guests
• Provide accurate information regarding rates, availability, lodge facilities, and activities
• Handle guest complaints and reservation issues professionally

• Prepare daily arrival and departure reports
• Assist with invoicing, payment processing, and reservation reconciliations
• Maintain reservation records and filing systems
• Coordinate special requests and guest preferences

• Liaise with front office, housekeeping, guiding, and management teams
• Assist with group bookings and special events where required
• Support the reservations and front office department with administrative tasks

• Promote lodge services, upgrades, and special offers
• Maximise occupancy and revenue opportunities
• Assist in achieving reservation and occupancy targets

POSITION INFO:
Minimum Requirements

• Grade 12 / Matric certificate
• Minimum 2–3 years’ experience in reservations or front office administration
• Previous hospitality, lodge, or hotel experience essential
• Must be fluent in both English and French
• Experience working on reservation systems and booking platforms
• Computer literate in Microsoft Office
• Excellent communication and customer service skills
• Strong organisational and administrative abilities
• Ability to multitask and work under pressure
• Excellent telephone and email etiquette
• Attention to detail and accuracy
• Ability to work shifts, weekends, and public holidays if required

• Strong customer service orientation
• Professional communication skills
• Time management and organisation
• Problem-solving abilities
• Attention to detail
• Ability to work independently and within a team
• Sales and upselling skills advantageous
• Ability to handle confidential information professionally