SUMMARY:
Boutique Hotel Group based in Glen Hill, Durban is looking for a Reservations Coordinator to assist with reservations for their current and future properties within the hospitality portfolio and provide reservations and trade reservation support across the portfolio.
The Reservations Coordinator is responsible for the accurate, responsive and commercially effective management of reservations across the hospitality portfolio.
The role currently has primary responsibility for reservations while supporting trade bookings across the wider portfolio. As additional properties are added, the central reservations function may expand accordingly.
This is not simply an administrative reservations position. The Reservations Coordinator is expected to understand each enquiry, recommend the most suitable option, convert enquiries into bookings and ensure every reservation is correctly administered through to arrival.
POSITION INFO:
Duties: Reservation Channels: The Reservations Coordinator is responsible for monitoring and responding to reservation enquiries received through all relevant channels, including: Reservation email accounts Telephone Website enquiries WhatsApp Social media direct messages Travel agents and tour operators Booking platforms Any additional enquiry channels introduced by the business. No commercial enquiry should remain unattended because it arrived through a secondary channel. The Reservations Coordinator must monitor these channels consistently during the working day and ensure enquiries are either handled directly or passed to the correct person. Reservations and Conversion: Respond promptly and professionally to enquiries. Understand the guest's requirements before quoting. Recommend the most appropriate room, suite, villa, package or alternative dates. Prepare accurate quotations. Clearly explain inclusions, deposit requirements, payment terms and cancellation conditions. Follow up outstanding quotations and provisional bookings. Actively seek to convert enquiries into confirmed reservations. Where the requested option is unavailable, suggest suitable alternatives rather than simply declining the enquiry. Identify opportunities for longer stays, higher room categories and relevant experiences. Maintain strong knowledge of all properties, rates, packages, offers and experiences. Treat each enquiry as both a guest service opportunity and a sales opportunity. Confirmation and Booking Control: The Reservations Coordinator is responsible for ensuring bookings move correctly from enquiry to confirmed reservation. Responsibilities include: Monitor all provisional and unconfirmed reservations Ensure deposits are requested within agreed timelines Follow up outstanding deposits Ensure payments received are correctly identified and allocated to the relevant booking Ensure bookings meet the agreed confirmation criteria before being treated as confirmed Monitor option dates and release dates Apply agreed cancellation and confirmation terms consistently Release reservations where confirmation requirements have not been met, following the appropriate procedure Ensure bookings do not remain indefinitely in provisional or unconfirmed status Monitor outstanding balances prior to arrival Escalate payment or confirmation issues where necessary The reservation system must accurately reflect the actual status of each reservation. Deposits and payment administration Issue deposit and payment requests accurately. Record deposits and payments against the correct reservation. Work closely with Finance to reconcile payments. Investigate unidentified payments promptly. Maintain clear records of amounts received and amounts outstanding. Ensure no booking is treated as confirmed without meeting the agreed payment and confirmation requirements. Escalate unresolved payment discrepancies promptly. Ensure the property team has an accurate understanding of which reservations are genuinely confirmed. Trade Reservations: Process bookings received from tour operators, travel agents and DMCs. Understand and correctly apply contracted rates, nett rates, commissions and booking terms. Maintain accurate company and agent profiles. Ensure confirmations reflect the agreed commercial terms. Assist with series, allocation and contracted trade bookings. Support the Trade Sales & Marketing Coordinator with trade administration. Develop a good working knowledge of important trade partners and their requirements. Trade allocations and pickup Maintain accurate records of rooms held for operators. Monitor pick up against agreed allocations. Track option dates and release periods. Alert the Trade Sales & Marketing Coordinator when pickup is below expectation. Follow up operators where required. Ensure unused inventory is released in accordance with agreed terms. Ensure held inventory does not unnecessarily restrict availability for other bookings. Maintain accurate records of allocation changes, releases and confirmed reservations. Reservation Accuracy: Ensure guest names, dates, room types, rates, packages and inclusions are correct. Check market segment, source and agent information. Maintain accurate guest and agent profiles. Avoid duplicate profiles. Record relevant guest preferences and information in the correct profile fields. Ensure special arrangements and commitments are accurately communicated to the property. Conduct regular checks of future reservations for completeness and accuracy. Guest Communication and Sales: Engage naturally with guests to understand what they are looking for. Recommend the most appropriate accommodation and experiences. Identify opportunities to extend length of stay. Recommend relevant dining, spa, transfers and experiences where appropriate. Communicate confidently with both direct guests and travel professionals. Follow enquiries until they are either converted or legitimately closed. Maintain a warm, professional and responsive communication style. Working with the Trade Sales & Marketing Coordinator: The Reservations Coordinator and Trade Sales & Marketing Coordinator are expected to work closely and provide cover for one another. The Reservations Coordinator should therefore develop sufficient understanding of: Key trade accounts Contracted rates Promotions Allocations Booking terms Distribution Commercial policies During periods of leave or absence, the Reservations Coordinator may assist with selected trade and commercial administration. The Trade Sales & Marketing Coordinator will in turn assist with reservations during busy periods or when the Reservations Coordinator is unavailable. Shared Responsibility: Both roles are responsible for maintaining good commercial discipline within the reservations function. This includes ensuring: Enquiries are responded to Reservations are followed through Provisional bookings are actively managed Deposits and payments are followed up Payments are correctly allocated Confirmation and cancellation terms are applied Operator allocations are monitored Inventory is released when required Reservation information is accurate Requirements: Grade 12 A formal qualification Minimum 1 year experience with Opera or a similar property management system. At least 2+ years previous hotel, lodge or hospitality reservations experience. Experience in a luxury or high-quality hospitality environment preferred. Experience working with travel agents, tour operators or DMCs advantageous. Strong understanding of reservation systems. Strong numerical ability and confidence working with rates, payments, deposits and commissions. Excellent written and spoken English. Exceptional attention to detail. Strong organisational and follow-up skills. Commercially minded and comfortable selling. Confident telephone and written communication. Able to manage multiple communication channels simultaneously. Able to work accurately under pressure.
