The Reservationist is a frontline sales and guest service professional responsible for promoting, selling, and accurately booking the lodge’s accommodation, safari experiences, and related services. The role ensures a seamless, professional, and personalised reservations journey from initial enquiry through to guest arrival, while maximising revenue, maintaining data integrity, and upholding the lodge’s luxury service standards and Employment Equity values.

Core Criteria:

• Strong OPERA PMS knowledge and system accuracy
• Proficient Microsoft Office skills
• Excellent verbal and written communication skills
• OTA management and response handling
• High attention to detail and organisational ability
• Sales orientation with guest-centric service delivery
• Ability to work under pressure and manage multiple priorities

General Responsibilities

• Act as a brand ambassador for the lodge, delivering professional, courteous, and knowledgeable service across all guest interactions.
• Ensure a seamless end-to-end reservations experience, from enquiry and quotation to confirmation and pre-arrival coordination.
• Maintain clear, accurate, and timeous communication with guests and internal departments.
• Promote teamwork and collaboration across Reservations, Front Office, Safari, F&B, Finance, and Operations.

Reservations & Sales Duties

• Process all reservation enquiries for the lodge and reserve, including FIT, group, and contracted bookings.
• Prepare accurate rate quotations and proposals in line with authorised rate structures and negotiated rate procedures.
• Actively upsell accommodation categories, packages, and value-added experiences where appropriate.
• Follow up on all quotations timeously to maximise conversion and revenue.
• Manage room allocations, room blocks, and group bookings of varying sizes.
• Establish, quote, and apply rates strictly within approved rate guidelines.
• Maintain in-depth knowledge of all room types, lodge offerings, safari activities, packages, and seasonal specials.
• Systems, Administration & Financial Control
• Ensure accurate and detailed capturing of all reservations on the PMS (OPERA), including guest preferences, special requests, and payment details.
• Maintain accurate records relating to bookings, payments, deposits, and guest information.
• Send invoices and credit card payment links, follow up on outstanding payments, and ensure accurate posting of all payments.
• Manage and action internal worksheets daily, including PM sheets, Pay Genius payments, unallocated deposits, and related controls.
• Identify and report rate discrepancies, system errors, and overbookings to the Reservations Manager immediately.
• Ensure reservations vouchers are correctly recorded, allocated, and filed.
• Maintain optimal utilisation of the PMS and manage OTA extranets accurately and proactively.

Guest & Interdepartmental Coordination

• Answer all reservations calls in a friendly, professional, and efficient manner in accordance with lodge standards.
• Respond to all reservations-related emails within the required turnaround time.
• Liaise with relevant departments regarding guest preferences, special instructions, transfers, activities, dining arrangements, and special occasions.
• Assist with booking of transfers, activities, dinners, and other guest services by coordinating with relevant departments.
• Prepare and distribute accurate pre-arrival and arrival correspondence and check-in packs for Front Office daily.
• Manage and route guest feedback or concerns to the relevant department and escalate complaints where required.

Compliance, Quality & Development

• Ensure all reservations (telephonic, email, OTA, and online) are processed accurately and in line with standard operating procedures.
• Comply with quality assurance standards, departmental SOPs, POPIA, and data confidentiality requirements.
• Attend training and skills development initiatives as required.
• Maintain professional appearance and grooming standards appropriate to a luxury safari lodge environment.