Reservationist Job Pongola South Africa,Hospitality / Hotel / Catering

Location: 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