Guest Experience Executive - Reservations & Service

Dream Resorts; Johannesburg; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Dream Hotels and Resorts is seeking a Customer Experience Executive to lead all guest interactions across reservations, queries, complaints, and follow-ups, delivering a seamless and memorable experience from booking to departure.

You will manage reservations, verify guest details, input data into reservation systems, assist with payments, support staff training, and ensure adherence to company standards to drive satisfaction and repeat business.

Qualifications

• 0–2 years of hospitality experience.
• Fully bilingual in English and Afrikaans.
• Solid geographical knowledge of South Africa.
• Familiarity with reservation systems (eRes, Nebula, Opera, Galileo).
• Basic accounting and debtors’ functions knowledge.
• Own reliable transport and willingness to travel if required.
• Experience using OTA platforms.
• Knowledge of SANparks.

Responsibilities

• Manage and process all reservation requests, modifications, and cancellations.
• Handle exchanges, rental pools, welcome calls, incoming calls, and queries.
• Verify owner and guest details across timeshare, exchange, and rental bookings.
• Maintain accurate stock levels of flexi and fixed timeshare units.
• Provide product and destination information to clients, owners, and guests.
• Deliver professional, courteous service and resolve complaints effectively.
• Input and retrieve information using reservation systems (eRes, Nebula, Opera, Galileo).
• Prepare quotes, confirmations, and invoices for bookings.
• Collect, verify, and manage payments from clients and OTAs.
• Perform general administrative duties and provide support to supervisors.
• Build strong client relationships and encourage repeat business.
• Maintain accurate records and ensure account clean‑up and age analysis.
• Compile and present accurate monthly reports.

Skills

Bilingual in English and Afrikaans

Reservation systems proficiency

Microsoft Word, Excel, Outlook

Geographical knowledge of South Africa

Tools

eRes

Nebula

Opera

Galileo

Job description

Dream Hotels and Resorts is seeking a Customer Experience Executive to lead all guest interactions across reservations, queries, complaints, and follow-ups, delivering a seamless and memorable experience from booking to departure.

You will manage reservations, verify guest details, input data into reservation systems, assist with payments, support staff training, and ensure adherence to company standards to drive satisfaction and repeat business.