Reservationist, Pongola

A Reservationist at a luxury 5-star game lodge is responsible for managing guest bookings, ensuring seamless communication with guests and travel agents, maximizing occupancy and revenue, and delivering an exceptional pre-arrival guest experience. The role requires strong administrative skills, attention to detail, and luxury hospitality service standards.
Key Duties & Responsibilities

• Handle all reservation enquiries via phone, email, website, and travel agents
• Process bookings accurately on the Property Management System (PMS)
• Prepare quotations, itineraries, confirmations, and invoices
• Manage amendments, cancellations, special requests, and guest preferences
• Ensure all guest information and booking details are captured correctly
• Coordinate transfers, activities, safari drives, spa bookings, and special occasions
• Maintain room availability and update booking inventory daily
• Liaise with Front Office, Housekeeping, Guides, and Food & Beverage departments regarding arrivals and guest requirements
• Upsell lodge packages, activities, spa treatments, and additional services
• Build and maintain strong relationships with guests, tour operators, and travel agents
• Respond to guest complaints and reservation issues professionally
• Ensure excellent telephone etiquette and luxury guest communication standards
• Assist with reporting, administration, and reservation filing systems
• Maintain confidentiality of guest information
• Ensure smooth pre-arrival and arrival planning for VIP and international guests

Required Qualifications

• Grade 12 / Matric
• Diploma or Degree in Hospitality Management, Tourism, or related field preferred
• Formal hotel school qualification advantageous
• Valid driver’s license beneficial

Experience Required

• Minimum 2–5 years’ experience in reservations or front office within a 4-star or 5-star lodge/hotel environment
• Previous luxury game lodge experience highly advantageous
• Experience working with international guests and travel agents
• Knowledge of safari lodge operations preferred

Systems & Technical Skills

• Proficiency in PMS systems such as:
  • Protel
  • Opera
  • PANStrat
  • Odyssey
• Strong Microsoft Office skills (Word, Excel, Outlook)
• Knowledge of OTA platforms and online booking systems advantageous

Key Skills & Competencies

• Excellent verbal and written English communication skills
• Strong telephone etiquette and customer service ability
• High attention to detail and accuracy
• Excellent organizational and multitasking skills
• Professional appearance and presentation
• Ability to work under pressure in a fast-paced environment
• Sales and upselling ability
• Strong problem-solving and conflict-resolution skills
• Team player with the ability to work independently
• Passion for luxury hospitality and guest satisfaction