Online Booking & Guest Relations Manager

You will manage the full online reservations and guest-relations function, combining exceptional guest service with strong commercial and booking performance.

• Manage direct, website and OTA enquiries and bookings across all channels.
• Own pre-arrival, in-stay and post-stay guest communication, including Whats App concierge support.
• Maintain availability, rates, restrictions and inventory across the PMS and channel manager.
• Convert enquiries, follow up provisional bookings and support occupancy and revenue targets.
• Coordinate access information, special requests and seamless handovers to the on-site team.
• Handle guest recovery within agreed authority and elevate operational issues promptly.
• Track occupancy, pickup, conversion, guest feedback and booking-source performance.
• Identify opportunities to improve conversion, guest experience and revenue performance.

• You will have strong reservations and guest-relations experience within a luxury lodge, boutique hotel, villa or similarly high-touch hospitality environment
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• You should be confident using cloud-based PMS and channel-management systems, OTAs, online payment platforms and Whats App Business.
• Excellent written and spoken English, polished communication, calm judgement and strong attention to detail are essential.
• You must be comfortable working independently from a reliable remote setup and be based in South Africa, with the ability to visit the Montagu property occasionally.
• Revenue-management experience will be a strong advantage.