Reservations Consultant

SUMMARY:
Overview
The Reservations Consultant is responsible for managing all guest bookings, ensuring accuracy, maximizing occupancy and revenue, and delivering a seamless pre-arrival guest experience. In a luxury lodge, the role requires strong attention to detail, sales ability, and excellent guest communication.
Key Duties & Responsibilities

1. Reservations Management

• Handle all reservation enquiries via phone, email, and online platforms.
• Process bookings accurately in the Property Management System (PMS).
• Manage amendments, cancellations, and special requests.
• Ensure all booking details (rates, packages, guest preferences) are correct.
• Maintain up-to-date room availability and inventory.

1. Revenue & Sales Optimization

• Maximize occupancy and revenue through effective selling techniques.
• Upsell rooms, packages, and additional experiences (e.g., safaris, spa, dining).
• Apply rate structures in line with lodge pricing strategy.
• Work closely with management on promotions and specials.

1. Guest Communication & Experience

• Provide professional, prompt, and personalized responses to enquiries.
• Send confirmations, itineraries, and pre-arrival information.
• Capture guest preferences (dietary needs, occasions, special interests).
• Ensure a seamless handover to front office and operations teams.

1. Administration & Reporting

• Maintain accurate records of bookings and guest profiles.
• Prepare daily, weekly, and monthly reservation reports.
• Track booking sources (direct, OTA, agents).
• Ensure compliance with cancellation and payment policies.

1. Coordination with Departments

• Liaise with front office, housekeeping, F&B, and safari/activity teams.
• Communicate special guest requirements to operations teams.
• Assist with group bookings and event coordination.

1. OTA & Channel Management

• Manage bookings from Online Travel Agents (OTAs).
• Update availability and rates across booking platforms.

POSITION INFO:
Qualifications & Requirements
Education

• Matric (Grade 12) or equivalent.
• Diploma or Certificate in Hospitality Management, Tourism, or related field advantageous.

• 2–4 years’ experience in:
• Reservations / Front Office
• Hotel or lodge environment
• Experience in a 5-star hotel, resort, or safari lodge preferred.
• Knowledge of beach and safari lodge operations advantageous.

• Proficiency in Property Management Systems (PMS), such as:
• Opera, Protel, NightsBridge, or similar
• Familiarity with OTA platforms such as:
• Booking.com
• Expedia
• Strong computer skills (MS Excel, Word, Outlook).

• Excellent communication skills (written and verbal).
• Strong sales and upselling ability.
• High attention to detail and accuracy.
• Strong organizational and time management skills.
• Customer-focused with a professional demeanor.
• Ability to multitask and work under pressure.
• Problem-solving and decision-making skills.