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 & ResponsibilitiesHandle all reservation enquiries via phone, email, website, and travel agentsProcess bookings accurately on the Property Management System (PMS)Prepare quotations, itineraries, confirmations, and invoicesManage amendments, cancellations, special requests, and guest preferencesEnsure all guest information and booking details are captured correctlyCoordinate transfers, activities, safari drives, spa bookings, and special occasionsMaintain room availability and update booking inventory dailyLiaise with Front Office, Housekeeping, Guides, and Food & Beverage departments regarding arrivals and guest requirementsUpsell lodge packages, activities, spa treatments, and additional servicesBuild and maintain strong relationships with guests, tour operators, and travel agentsRespond to guest complaints and reservation issues professionallyEnsure excellent telephone etiquette and luxury guest communication standardsAssist with reporting, administration, and reservation filing systemsMaintain confidentiality of guest informationEnsure 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
