South Africa: Head Reservationist – Midlands posted by HotelJobs

Luxury Hotel & Events Venue in the Natal Midlands is looking for a Head Reservationist to lead and manage the reservations department with a focus on delivering exceptional guest service, maximizing occupancy and revenue and ensuring accurate and efficient booking processes across accommodation, weddings, events and spa.

Duties:

Reservations Management:

Oversee all incoming accommodation and restaurant bookings.

Manage online booking platforms (e.g., NightsBridge, OTAs, Dineplan).

Ensure accurate data entry and confirmation of all reservations.

Monitor availability and optimize allocation to maximize revenue.

Team Leadership:

Supervise, train, and motivate the reservations team.

Schedule shifts and ensure adequate coverage during peak times.

Conduct regular performance reviews and implement training programs.

Customer Service:

Provide high-level guest support via email, phone, and in-person inquiries.

Resolve reservation conflicts or issues promptly and professionally.

Ensure the guest journey from booking to arrival is seamless and personalized.

Revenue & Reporting

Track and report on occupancy rates, booking trends, and revenue performance.

Analyse data to forecast demand and guide strategic decisions.

System Management

Maintain and update the property management system (PMS).

Coordinate with the IT and operations teams to resolve system issues.

Ensure booking systems are synced and displaying accurate information.

Requirements:

Grade 12

Diploma or degree in Hospitality Management, Tourism, or related field.

PMS/CRM certifications

Minimum 35 years in hotel or lodge reservations.

At least 12 years in a supervisory or management role.

Experience in the luxury or boutique hospitality sector preferred.

Strong leadership and team management skills.

Excellent verbal and written communication.

Proficient in booking software (e.g., NightsBridge, Semper) Semper is non-negotiable

High attention to detail and accuracy.

Strong customer service orientation.

Ability to multitask and work under pressure.

Professional, friendly, and polished demeanour.

Solutions-driven and proactive approach.

Passionate about hospitality and guest experience.

Flexible with working hours, including weekends and holidays.