Purpose of the RoleThe Reservationist will be responsible for handling guest reservations, managing booking systems, responding to enquiries, and ensuring excellent customer service throughout the booking process. The successful candidate must be able to communicate professionally with both English- and French-speaking guests and agents.Key ResponsibilitiesReservations & BookingsManage all reservations via telephone, email, and online booking platformsProcess bookings, amendments, cancellations, and confirmations accuratelyMaintain and update reservation systems dailyEnsure all guest information and booking details are captured correctlyAssist with room allocation and availability managementGuest CommunicationRespond to guest and travel agent enquiries promptly and professionallyCommunicate effectively with English- and French-speaking guestsProvide accurate information regarding rates, availability, lodge facilities, and activitiesHandle guest complaints and reservation issues professionallyAdministrationPrepare daily arrival and departure reportsAssist with invoicing, payment processing, and reservation reconciliationsMaintain reservation records and filing systemsCoordinate special requests and guest preferencesCoordination & SupportLiaise with front office, housekeeping, guiding, and management teamsAssist with group bookings and special events where requiredSupport the reservations and front office department with administrative tasksSales & Revenue SupportPromote lodge services, upgrades, and special offersMaximise occupancy and revenue opportunitiesAssist in achieving reservation and occupancy targets

Minimum Requirements

• Grade 12 / Matric certificate
• Minimum 2–3 years’ experience in reservations or front office administration
• Previous hospitality, lodge, or hotel experience essential
• Must be fluent in both English and French
• Experience working on reservation systems and booking platforms
• Computer literate in Microsoft Office
• Excellent communication and customer service skills
• Strong organisational and administrative abilities
• Ability to multitask and work under pressure
• Excellent telephone and email etiquette
• Attention to detail and accuracy
• Ability to work shifts, weekends, and public holidays if required

Key Competencies

• Strong customer service orientation
• Professional communication skills
• Time management and organisation
• Problem-solving abilities
• Attention to detail
• Ability to work independently and within a team
• Sales and upselling skills advantageous
• Ability to handle confidential information professionally