Reservations Consultant

SUMMARY:
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POSITION INFO:

An established luxury lodge and hotel group in Southern Africa is seeking a detail-oriented and service-driven Reservations Consultant to join its dynamic central reservations team based in Johannesburg. Renowned for its iconic safari lodges and boutique properties that attract a discerning international clientele, the group upholds the highest standards of excellence in hospitality. As a Reservations Consultant, you will play a vital role in ensuring seamless guest experiences, managing bookings across multiple platforms, and supporting operational excellence across our portfolio.

In the hospitality industry, a Reservations Consultant plays a crucial role in delivering exceptional guest service and operational efficiency. Within luxury hotels and lodges, this role is essential to maintaining high occupancy, accurate records, and smooth communication between guests and operational teams.  You will contribute to the success of the business by handling bookings, managing availability, and supporting revenue forecasts—all while upholding the refined standards that define luxury hospitality. Your professionalism and attention to detail help drive guest satisfaction and reinforce the brand’s reputation for excellence.

Key Responsibilities

• Respond promptly and professionally to reservation inquiries via telephone, WhatsApp, email, online platforms, and central reservation systems
• Process bookings for accommodation, transfers, conferencing, functions, and activities across multiple properties
• Manage cancellations, modifications, and refunds in line with company policies and guest expectations
• Maintain accurate and up-to-date reservation records, including arrival lists and alphabetical listings
• Prepare letters of confirmation and assist with preregistration activities when required
• Monitor room availability and track future occupancy to support revenue and forecasting efforts
• Apply correct room rates and package benefits based on selling tactics and availability
• Communicate reservation details clearly to front office and operational teams
• Ensure compliance with credit policies and deposit requirements
• Promote goodwill by being courteous, friendly, and helpful to guests, colleagues, and partners
• Maintain a clean and organized work area, ensuring all correspondence and files are up to date
• Undertake any reasonable requests made by management in support of broader operational goals

Minimum Experience & Requirements

• Minimum 5 years’ experience in a tourism/travel call centre or reservations department for multiple properties
• Excellent command of English (verbal and written)
• Strong interpersonal and time management skills
• Valid RSA ID
• Dynamic, self-starter, problem solver, team player
• Presentable and professional appearance
• Matric (minimum); a relevant tertiary qualification is advantageous.
• Proficient in Microsoft Office, especially Excel (intermediate to advanced).
• Familiarity with hospitality systems – eRES / Nebula, Opera Cloud & Apex
• CRM platforms

Must be available to attend interviews in person.