The Reservationist is responsible for managing all accommodation reservations efficiently and accurately to maximise room occupancy and revenue. This role serves as a key link between guests, the front office, sales team, and other hotel departments, ensuring excellent service delivery from the point of enquiry through to arrival. Key Duties and ResponsibilitiesProcess FIT reservations via telephone, email, fax, central reservation systems, and online channelsHandle reservation requests received from sales offices, travel agents, tour operators, and internal departmentsMaintain detailed knowledge of room types, layouts, amenities, and availabilityUnderstand and apply current room rates, packages, promotions, and group ratesAccurately apply the hotel’s credit and payment policies to all reservationsCreate, update, and maintain reservation records by arrival date and alphabeticallyPrepare and send reservation confirmations and related correspondenceCommunicate all reservation details clearly to the Front Office and relevant departmentsProcess amendments, cancellations, and no-shows promptly and accuratelyEnsure compliance with the hotel’s guaranteed reservation and no-show policiesProcess and monitor advance deposits and payment confirmationsTrack room availability and assist with forecasting occupancy levelsAssist with pre-registration and arrival preparation where requiredMaintain accurate filing and reservation documentationConduct daily checks on arrivals, traces, and provisional bookingsCompile and submit weekly group and forecast reportsHandle daily guest and agent correspondence professionallyEnsure all reservation systems and records are kept up to dateCarry out any reasonable tasks or requests as required by management

Matric (Grade 12) – essential
Qualification in Hospitality, Tourism, or Hotel Management – advantageous
Previous experience in a reservations or front office role within hospitality
Strong knowledge of reservation systems (e.g., Opera, NightsBridge, Semper, or similar)
Good understanding of hotel operations and room inventory management
Excellent communication skills (verbal and written)
Strong organisational and administrative abilities
High attention to detail and accuracy
Ability to work under pressure and manage multiple bookings simultaneously
Good computer literacy (MS Office – especially Excel and Outlook)
Strong customer service orientation
Ability to work shifts, weekends, and public holidays when required

Key Competencies
Excellent interpersonal and communication skills
Strong problem-solving ability
Time management and organisational skills
Ability to work independently and as part of a team
Professional telephone etiquette
Reliability and attention to detail

• - Ability to maintain confidentiality and accuracy