Senior Reservationist

SUMMARY:
We are seeking an experienced and commercially driven Senior Reservationist to join a central reservations office supporting two luxury safari lodges in the White River area.
The ideal candidate will have strong reservations experience, preferably within a luxury hospitality, safari lodge or central reservations environment, with the ability to manage the full reservations process from initial enquiry through to confirmed booking.
This is a hands-on senior role that combines reservations, sales, administration and team leadership. The successful candidate will assist in establishing and maintaining an efficient central reservations function while supporting and guiding the Reservations & Sales Consultant.
 
Position Overview
The Senior Reservationist will be responsible for managing and overseeing the day-to-day reservations function for a portfolio of luxury safari properties.
Reporting to the Sales & Marketing Manager, the successful candidate will manage reservations from the initial enquiry through to confirmation, ensuring that all bookings are processed accurately and efficiently.
The role will also involve supporting and guiding the Reservations & Sales Consultant, prioritising daily workloads, maintaining service standards and assisting with the development of an efficient central reservations operation.
Key Responsibilities
Reservations Management

• Manage all direct, travel-agent and DMC enquiries from initial enquiry through to confirmed booking.
• Respond to reservations enquiries promptly and professionally via email, telephone and other approved communication channels.
• Prepare accurate quotations based on current rates, availability and booking requirements.
• Convert enquiries into confirmed bookings through effective sales techniques and follow-up.
• Process provisional and confirmed reservations accurately.
• Monitor provisional bookings and conduct timely follow-ups.
• Process amendments, cancellations and booking changes in accordance with company policies.
• Maintain accurate guest profiles, booking details and correspondence.
• Ensure all booking information is complete and up to date.

• Maintain accurate rates and availability information.
• Calculate quotations, commissions, deposits and outstanding balances accurately.
• Ensure deposits and payment requirements are clearly communicated and followed up.
• Maintain accurate financial and operational records relating to reservations.
• Ensure all reservations comply with approved rates, policies and procedures.
• Identify and resolve discrepancies relating to bookings, rates or payments.

• Maximise conversion of reservations enquiries into confirmed bookings.
• Identify opportunities for upselling and additional revenue.
• Maintain strong relationships with travel agents, DMCs and other relevant business partners.
• Provide professional and knowledgeable information about the properties, accommodation, activities and guest experiences.
• Maintain a strong understanding of the properties' selling points and current packages or offers.

• Guide and support the Reservations & Sales Consultant with daily reservations activities.
• Assist with prioritising workloads and allocating tasks where required.
• Monitor outstanding enquiries and ensure timely follow-up.
• Provide guidance on reservations procedures, rates and booking requirements.
• Lead by example and maintain high standards of professionalism and guest service.
• Assist the Sales & Marketing Manager in establishing an efficient central reservations structure.

• Liaise closely with lodge operations teams regarding confirmed and upcoming bookings.
• Ensure complete and accurate guest information is communicated to the relevant lodge teams.
• Communicate special requests, dietary requirements, transfers, activities and other relevant guest information.
• Ensure smooth and accurate handovers between the reservations office and the lodges.
• Assist in resolving booking-related issues promptly and professionally.

• Provide regular reports on booking activity and sales performance.
• Monitor outstanding enquiries, provisional bookings and follow-ups.
• Track conversion activity and identify areas requiring attention.
• Provide accurate information to the Sales & Marketing Manager regarding reservations activity.
• Assist with analysing booking trends and identifying opportunities for improved sales and operational efficiency.

POSITION INFO:
Qualifications & Experience Grade 12 \/ Matric qualification. Relevant qualification in Hospitality, Tourism, Travel or Reservations advantageous. Minimum 3-5 years' experience in a senior reservations role, preferably within a luxury lodge, safari, hotel group or central reservations office. Proven experience handling direct, travel-agent and DMC bookings. Strong knowledge of reservations procedures from enquiry and quotation through to confirmation. Experience working with a reservations or property management system. Previous supervisory or team-leadership experience advantageous. Strong understanding of rates, commissions, deposits and payment procedures. Excellent written and verbal communication skills. Strong sales and upselling ability. Excellent attention to detail and numerical accuracy. Highly organised with the ability to prioritise and manage multiple enquiries simultaneously. Ability to work independently and take ownership of daily reservations activity. Proficient in Microsoft Office, particularly Outlook, Word and Excel. Must be willing and able to work office-based in White River. Must be available for rotational weekend and after-hours standby. Skills & Competencies Reservations and booking management Sales and conversion skills Luxury hospitality knowledge Team leadership and supervision Excellent written communication Customer service Commercial awareness Financial and numerical accuracy Attention to detail Time management and organisation Problem-solving Ability to work under pressure Professional telephone and email etiquette Strong interpersonal skills Ability to work independently Working Arrangements Location: White River, Mpumalanga - office-based, daily attendance required. Working Hours: Monday to Friday, 08:00-16:30, including a 30-minute lunch break. Additional Coverage: Weekend and after-hours standby on a rotational basis. Start Date: As soon as possible, subject to the successful candidate's notice period. Remuneration: To be discussed based on experience and the responsibilities of the role. Candidates should be advised that this is an office-based position in White River, Mpumalanga , with daily attendance required. Candidates currently residing outside the area should have a realistic relocation plan and be able to confirm their expected availability. When submitting candidates, please include: Updated CV Current location Brief motivation outlining suitability for the position Current and expected salary Notice period \/ availability Reservations systems used Luxury lodge \/ safari experience Travel agent \/ DMC experience Confirmation that they can work from White River Confirmation that they are able to participate in the rotational weekend and after-hours standby schedule