HOTEL RESERVATIONIST – WESTERN CAPE

JOB DESCRIPTION

As a Reservationist, you play a key role in creating a seamless and professional booking journey from the first enquiry through to guest arrival.

You are responsible for handling guest, agent and partner reservations accurately and professionally, ensuring bookings, guest profiles, payments, correspondence and pre-arrival arrangements are complete and communicated. The role focuses on exceptional service, operational accuracy, revenue awareness, process efficiency, thoroughness and team collaboration.

By embodying our principles of professionalism, accountability, and continuous improvement, you’ll help create an environment where guests feel truly cared for and where both administrative and hosting roles are handled with expertise.

Our mission is to create authentic experiences that elevate connection with a human touch in the detail of professionalism.

REPORTING LEVELS

Second Level Superior:           Revenue Manager

First Level Superior:                Senior Reservationist

This Position:                           Reservationist

Subordinates (Titles & No’s):  N/A

KEY RESPONSIBILITIES

Continuous Improvement & Feedback:

• Actively invite and provide feedback to improve the booking journey, guest experience and reservations processes. Engage in regular discussions with management to identify opportunities for improvement.
• Learn from experiences and apply lessons learnt to continually improve accuracy, service delivery and reservations processes.
• Stay informed about hotel and estate offerings, rates, packages, promotions and relevant experiences in and around Cape Town so that accurate information can be shared with guests and agents.

Accountability & Professionalism:

• Take ownership of assigned enquiries and bookings from initial contact through to completion, demonstrating reliability, ethical conduct and adherence to hotel policies, procedures and service standards.
• Maintain professionalism and confidentiality in all guest, agent, company and financial information.
• Uphold the hotel’s standards of excellence through punctuality, integrity, accuracy and attention to detail, addressing errors or concerns proactively.

Communication, Collaboration & Team Coordination:

• Respond promptly and professionally to enquiries and requests, and ensure booking confirmations are completed and sent out timeously.
• Ensure reservations email signatures, templates and out-of-office responses are current, accurate and activated at the appropriate times.
• Liaise with departments and provide clear updates on arrivals, room moves, upgrades, groups and special requests.
• Facilitate preparation of arrivals and arrival handovers with Duty Managers, and maintain effective communication with suppliers and other relevant luxury hotels.

Reservations & Guest Experience:

• Handle FIT bookings and reservations accurately and professionally, while identifying appropriate opportunities to upsell.
• Assist guests with arrangements such as transfers, restaurant bookings, golf, tours and bookings at other venues.
• Ensure guest profiles, comments and traces are updated accurately in Opera and that daily reservation traces are actioned and resolved.
• Manage reservations through SiteMinder and OTA platforms, including booking modifications and guest/customer service messages.
• Liaise with departments and suppliers to ensure guest requirements are understood and fulfilled.

Financial Accuracy, Payments & Revenue Support:

• Ensure pro-forma invoices are issued timeously and follow up with guests, clients and agents on outstanding payments.
• Manage OTA virtual cards and payments in accordance with the correct processes and payment conditions.
• Maintain efficient filing and tracking for complimentary stays, refunds, adjustments, vouchers and prize letters.
• Manage waiting lists, turn-aways and provisional reservations with awareness of occupancy and revenue, applying approved yield-management principles.

Accurate Records, Systems & Operational Support:

• Maintain accurate profile information, notes and rate information, including special agreements and packages, for companies, sources and agents in Opera.
• Maintain efficient filing and tracking systems and ensure reservations documentation is complete, accurate and presented to the required business standard.
• Maintain high standards of organisation, hygiene and upkeep within the reservations work area.
• Assist with on-the-job training and cross-training when required and be adaptable to perform additional duties during operational needs or low seasons.

JOB REQUIREMENTS

Minimum Education:              Grade 12

Additional Qualifications

Minimum Work Experience:   2 years’ experience.