Reservationist

About the role

The Reservationist will oversee all guest bookings for a luxury game lodge, ensuring a smooth and memorable experience from the first enquiry to arrival. This full‑time, onsite position requires excellent customer service and close collaboration with multiple operational teams.

Key responsibilities

• Process reservations received via telephone, email, lodge website, travel agents and online booking platforms.
• Handle new bookings, amendments, cancellations and special requests accurately.
• Maintain up‑to‑date guest profiles, reservation details and room allocations in the Property Management System (PMS).
• Monitor room availability, maximise occupancy and prepare daily arrival, departure and occupancy reports.
• Communicate reservation information to Front Office, Housekeeping, Kitchen, Guides and Maintenance.
• Respond promptly to guest enquiries, providing information on accommodation, rates, game drives, facilities and activities.
• Coordinate itineraries, transfers, dietary requirements, celebrations and VIP requests.
• Prepare booking confirmations, invoices, quotations and manage deposits, payments and refunds.
• Promote accommodation packages and additional lodge services to support revenue targets.

Required profile

• Strong attention to detail and ability to manage multiple bookings simultaneously.
• Excellent communication skills and a customer‑focused attitude.
• Ability to work weekends and public holidays as required.
• Organised, reliable and capable of maintaining confidentiality of guest information.

Required skills

• Proficiency with a Property Management System (PMS) for reservation and guest record management.