Reservations Consultant: Delaire Graff Estate

SUMMARY:
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POSITION INFO:

Reporting to the Reservations Manager, the Reservations Consultant (mainly groups and provisionals) is responsible for accurately processing bookings and enquiries while delivering courteous, efficient, and professional service at all times, in line with Delaire Graff Lodges & Spa standards.

Main Responsibilities:

• Handle all reservation enquiries, calls, and emails promptly and professionally.
• Accurately process and administer group reservations; managing provisional reservations and update bookings in the PMS;
• Ensure all rates, confirmations, deposits, guest details, and special requests are correct.
• Maintain organised records, booking accuracy, guest history, and statistical tracking.
• Check daily arrivals and ensure all bookings are properly confirmed, especially during high occupancy.
• Maximise revenue through effective upselling and adherence to cancellation/no-show policies.
• Stay knowledgeable about all room types, facilities, rates, promotions, and third-party booking channels.
• Communicate relevant guest or booking information to Operations, Sales, and Front Office.
• Identify and share potential sales leads; assist with pre-bookings of facilities.
• Build strong, professional relationships with guests, agents, and colleagues.
• Maintain a positive attitude, uphold service standards, and support general departmental tasks as needed.

Requirements:

• Matric
• Hospitality/Travel & Tourism diploma preferred
• Preferably 2 - 3 years previous experience in a Reservations role, preferably 5* or luxury
• Knowledge of PMS systems
• Proficiency in English; knowledge of additional languages is an advantage
• Exemplary sales skills and customer-oriented approach
• Well versed in various areas of travel (domestic/international, business/holidays, group/FIT)
• Working proficiency with OTAs
• Exceptional guest service skills
• Excellent written & oral communication skills
• Strong organizational skills and attention to detail
• Availability to work within opening hours on a rotational basis - public holidays and weekends
• Ability to work under pressure