Reservations and Sales Hospitality

SUMMARY:
A Reservations and Sales Coordinator at a lodge is responsible for managing accommodation bookings, driving sales, maximizing occupancy, maintaining guest relationships, and ensuring an exceptional guest experience from enquiry to arrival. The role combines reservations administration, customer service, and sales functions.

Key Duties and Responsibilities

• Handle all accommodation enquiries via telephone, email, websites, and travel agents.
• Process new bookings, amendments, cancellations, and special requests.
• Maintain accurate reservation records on the Property Management System (PMS).
• Monitor room availability, occupancy levels, and booking trends.
• Prepare quotations, confirmations, invoices, and booking documentation.
• Coordinate guest arrivals, transfers, activities, and special requirements.

• Convert enquiries into confirmed bookings.
• Upsell room categories, packages, safari activities, spa treatments, and dining experiences.
• Build relationships with travel agents, tour operators, corporate clients, and repeat guests.
• Assist with sales campaigns, promotions, and marketing initiatives.
• Follow up on quotations and potential bookings to increase conversion rates.
• Help achieve occupancy and revenue targets.

• Provide professional and personalized service throughout the booking process.
• Respond promptly to guest enquiries and complaints.
• Offer detailed information about lodge facilities, activities, local attractions, and services.
• Ensure all guest preferences and special requests are communicated to operational departments.

• Maintain accurate guest databases and booking records.
• Process deposits, payments, and reservation reconciliations.
• Prepare occupancy, sales, and reservation reports.
• Coordinate with Front Office, Housekeeping, Food & Beverage, and Operations departments.
• Ensure booking information is captured accurately and timeously.

Minimum Qualifications

• Grade 12 (Matric).
• Diploma or Certificate in Hospitality Management, Tourism Management, Travel & Tourism, Marketing, or Business Administration preferred.
• Additional training in Reservations, Sales, or Revenue Management is advantageous.

POSITION INFO:
Experience Requirements 2-3 years' experience in reservations, front office, guest relations, or hospitality sales. Experience in a lodge, hotel, resort, or tourism environment preferred. Experience working with booking systems such as Opera, Protel, Semper, NightsBridge, ResRequest, or similar PMS systems is advantageous. Key Skills and Competencies Excellent verbal and written communication skills. Strong sales and negotiation abilities. Customer service and relationship-building skills. Attention to detail and accuracy. Ability to multitask and work under pressure. Strong organizational and administrative skills. Computer literacy (Microsoft Word, Excel, Outlook). Knowledge of online travel agencies (OTAs) and reservation platforms. Professional telephone etiquette. Problem-solving and conflict-resolution skills