SUMMARY:
The Reservationist is responsible for managing all accommodation reservations, ensuring a seamless booking experience from initial enquiry to guest arrival. This role requires exceptional customer service, strong organisational skills, and a minimum of two years' practical experience using the Opera Property Management System (Opera PMS) to manage reservations, guest profiles, room inventory, and billing accurately. The Reservationist plays a key role in maximising occupancy, enhancing guest satisfaction, and supporting the hotel's revenue objectives.
Key Responsibilities
Reservations Management
- Manage all room reservations received via telephone, email, online booking platforms, and the hotel's website.
- Process new bookings, amendments, cancellations, and special requests accurately using Opera PMS.
- Maintain accurate guest profiles, reservation details, room inventory, and billing information within Opera PMS.
- Monitor room availability and assist in maximising occupancy and room revenue.
- Prepare daily arrival, departure, occupancy, and reservation reports using Opera PMS.
- Ensure reservation information is updated accurately and in a timely manner.
Guest Service- Respond promptly and professionally to all guest enquiries.
- Provide detailed information regarding room types, rates, hotel facilities, and local attractions.
- Assist guests with special requests, transport arrangements, and other concierge-related services where applicable.
- Ensure guest preferences and special requirements are communicated to relevant departments.
- Deliver personalised service that reflects the hotel's boutique hospitality standards.
Sales & Revenue Support- Promote room upgrades, packages, and hotel services to maximise revenue.
- Support revenue management initiatives by monitoring room availability and rate structures.
- Coordinate with online travel agencies (OTAs) and booking channels to ensure accurate rates and availability.
- Identify opportunities for upselling and cross-selling hotel services.
Administration- Prepare reservation confirmations and guest correspondence.
- Process deposits, payments, and refunds in accordance with hotel procedures.
- Generate reservation and occupancy reports for management.
- Maintain accurate reservation documentation and filing systems.
- Ensure all reservation records are complete and up to date within Opera PMS.
Interdepartmental Coordination- Liaise with the Front Office team to ensure smooth guest arrivals and departures.
- Coordinate with Housekeeping regarding room readiness and special guest requests.
- Communicate VIP arrivals, group bookings, and special arrangements to all relevant departments.
- Work closely with Maintenance and other departments to ensure guest satisfaction.
Compliance- Maintain confidentiality of guest information.
- Follow hotel policies, procedures, and Standard Operating Procedures (SOPs).
- Ensure compliance with health, safety, and data protection regulations.
Working Conditions- Full-time position requiring shift work, including weekends and public holidays.
- Office-based role in a fast-paced boutique hotel environment.
- Frequent interaction with guests, travel agents, and online booking platforms.
POSITION INFO:
Minimum Qualifications Grade 12 (Matric) or equivalent. Certificate or Diploma in Hospitality Management, Tourism Management, Travel & Tourism, or a related field is advantageous. Experience Minimum of 2-3 years' experience in a Reservations, Front Office, or Reception role within a hotel, guest house, lodge, or boutique hotel. A minimum of 2 years' hands-on experience using the Opera Property Management System (Opera PMS) is essential. Proven experience managing reservations, room inventory, guest profiles, billing, and reporting through Opera PMS. Experience with online travel agencies (OTAs) such as Booking.com, Expedia, and similar platforms. Previous experience within a boutique hotel or luxury hospitality environment is highly advantageous. Knowledge Advanced working knowledge of Opera Property Management System (Opera PMS) . Hotel reservation procedures and room inventory management. Online booking channels and OTA platforms. Guest service and hospitality standards. Revenue management principles and room rate structures. Cash handling and payment processing. Microsoft Office Suite (Word, Excel, Outlook). General hotel administration procedures. Skills & Competencies Proficient in Opera PMS , including reservations, guest profiles, room allocation, billing, and reporting. Excellent verbal and written communication skills. Outstanding customer service and relationship-building abilities. Strong organisational and time management skills. High level of accuracy and attention to detail. Ability to multitask and work efficiently under pressure. Strong problem-solving and conflict-resolution skills. Sales and upselling abilities. Computer literacy, including Microsoft Office and hotel reservation systems. Personal Attributes Friendly, professional, and well-presented. Passionate about hospitality and delivering exceptional guest service. Reliable, trustworthy, and discreet. Positive attitude with a proactive approach to work. Calm under pressure and able to manage multiple priorities. Flexible and adaptable to operational requirements. Strong work ethic with a commitment to excellence. Additional Requirements A minimum of 2 years' practical experience using Opera Property Management System (Opera PMS) is mandatory. Willingness to work shifts, weekends, evenings, and public holidays. Excellent spoken and written English; additional South African languages are advantageous. Own reliable transport is advantageous. No criminal record. Eligible to work in South Africa.
