Reservationist, Port Elizabeth, South Africa

Position: Reservationist

Department: Central Reservations Office (CRO)
Reports to: Reservations Manager & Revenue Manager
Location: Head Office

Role Overview

The Reservationist is responsible for handling all booking enquiries efficiently and professionally, ensuring a seamless customer experience while maximising room revenue. This role requires strong attention to detail, excellent communication skills, and accurate management of reservation and payment records.

Key Responsibilities

Reservations & Customer Service

• Respond to all booking enquiries (calls, emails, online) promptly and professionally
• Capture and manage individual and group reservations accurately on the PMS (Opera)
• Check availability and provide accurate quotes in line with company rates and policies
• Confirm, amend, or cancel reservations as required
• Handle special requests and VIP bookings with care and attention
• Maintain accurate guest profiles and booking records

Revenue & Sales

• Upsell rooms, packages, and services to maximise revenue
• Ensure all bookings include correct payment and billing details
• Support occupancy targets through effective reservation management

Finance & Administration

• Reconcile credit card transactions with Opera
• Process advanced deposits and allocate payments to reservations
• Manage payment postings, including Nedbank iVeri and Lite transactions
• Check and clear proof of payment (POP) files
• Assist with Accounts Receivable (AR) invoicing and debtor support
• Process refunds and credit note documentation
• Handle commission submissions and supporting invoices

Collaboration & Reporting

• Liaise with Front Office, Sales & Marketing, and Revenue teams
• Assist with daily reports (e.g. occupancy, pickup reports)
• Ensure compliance with company policies and reservation procedures

Skills & Competencies

• Strong verbal and written communication skills
• Professional telephone etiquette
• Good computer literacy (MS Office, especially Excel & Word)
• Experience working on Opera PMS
• High attention to detail and accuracy
• Ability to multitask and work under pressure
• Strong customer service and problem-solving skills
• Sales and upselling ability

Qualifications & Experience

• Grade 12 (Matric)
• Hospitality qualification (advantageous)
• 1–2 years' experience in reservations, front office, or hospitality environment

Personal Attributes

• Professional and well-presented
• Reliable and punctual
• Strong team player
• Positive, proactive, and service-driven attitude