Guest Experience & Reservations Specialist

Dream Resorts; Gauteng; On-site; ZAR 180,000 - 280,000; Full time

Job summary

Dream Resorts is seeking a Customer Experience Executive in Bryanston, Johannesburg. You will manage guest interactions across reservations, queries, complaints, and follow-ups, ensuring a seamless experience from inquiry to departure.

You will handle reservations, verify details, provide information, and build lasting relationships with clients to secure repeat business. This role supports staff training and compliance within Central Reservations.

Qualifications

• Bilingual in English and Afrikaans.
• Solid knowledge of South Africa's geography.
• Experience with hospitality reservation systems.
• Own reliable transport; willing to travel if required.
• Knowledge of SANparks and timeshare/exchange basics.

Responsibilities

• Manage and process all reservation requests, modifications, and cancellations.
• Handle exchanges, rental pools, welcome calls, 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, in-house).
• 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 English Afrikaans

Reservations systems experience

Geographical knowledge of SA

Customer service experience

Tools

eRes

Nebula

Opera

Galileo

Job description

Dream Resorts is seeking a Customer Experience Executive in Bryanston, Johannesburg. You will manage guest interactions across reservations, queries, complaints, and follow-ups, ensuring a seamless experience from inquiry to departure.

You will handle reservations, verify details, provide information, and build lasting relationships with clients to secure repeat business. This role supports staff training and compliance within Central Reservations.