OverviewThe Reservations Consultant is responsible for managing all guest bookings, ensuring accuracy, maximizing occupancy and revenue, and delivering a seamless pre-arrival guest experience. In a luxury lodge, the role requires strong attention to detail, sales ability, and excellent guest communication.Key Duties & Responsibilities Reservations ManagementHandle all reservation enquiries via phone, email, and online platforms.Process bookings accurately in the Property Management System (PMS).Manage amendments, cancellations, and special requests.Ensure all booking details (rates, packages, guest preferences) are correct.Maintain up-to-date room availability and inventory. Revenue & Sales OptimizationMaximize occupancy and revenue through effective selling techniques.Upsell rooms, packages, and additional experiences (e.g., safaris, spa, dining).Apply rate structures in line with lodge pricing strategy.Work closely with management on promotions and specials. Guest Communication & ExperienceProvide professional, prompt, and personalized responses to enquiries.Send confirmations, itineraries, and pre-arrival information.Capture guest preferences (dietary needs, occasions, special interests).Ensure a seamless handover to front office and operations teams. Administration & ReportingMaintain accurate records of bookings and guest profiles.Prepare daily, weekly, and monthly reservation reports.Track booking sources (direct, OTA, agents).Ensure compliance with cancellation and payment policies. Coordination with DepartmentsLiaise with front office, housekeeping, F&B, and safari/activity teams.Communicate special guest requirements to operations teams.Assist with group bookings and event coordination. OTA & Channel ManagementManage bookings from Online Travel Agents (OTAs).Update availability and rates across booking platforms.Monitor and respond to online queries where required

Qualifications & Requirements
Education

• Matric (Grade 12) or equivalent.
• Diploma or Certificate in Hospitality Management, Tourism, or related field advantageous.

Experience

• 2–4 years’ experience in:
• Reservations / Front Office
• Hotel or lodge environment
• Experience in a 5-star hotel, resort, or safari lodge preferred.
• Knowledge of beach and safari lodge operations advantageous.

Technical Skills

• Proficiency in Property Management Systems (PMS), such as:
• Opera, Protel, NightsBridge, or similar
• Familiarity with OTA platforms such as:
• Booking.com
• Expedia
• Strong computer skills (MS Excel, Word, Outlook).

Key Skills & Competencies

• Excellent communication skills (written and verbal).
• Strong sales and upselling ability.
• High attention to detail and accuracy.
• Strong organizational and time management skills.
• Customer-focused with a professional demeanor.
• Ability to multitask and work under pressure.
• Problem-solving and decision-making skills.