Leisure Reservationist

The Globevest Group; Pretoria; On-site; ZAR 180,000 - 260,000; Full time

Job summary

The Globevest Group in Pretoria is seeking a Leisure Reservationist to provide professional, efficient reservation services for leisure guests, coordinating spa, dining, and day packages within the luxury leisure brand of the estate.

You will upsell experiences, liaise with Spa, F&B, and Reservations, and ensure personalised guest communication, accurate data capture, and high satisfaction throughout the guest journey.

Qualifications

• Minimum 2-3 years' experience in hotel reservations and/or leisure coordination in an upmarket or luxury environment.
• Experience with spa or wellness reservations is an advantage.
• Strong guest liaison and sales conversion skills.

Responsibilities

• Respond promptly to telephone, email, and online leisure inquiries.
• Deliver professional, engaging communication with potential guests.
• Provide accurate information on accommodation, facilities, spa treatments, dining, picnics, and packages.
• Create personalised quotations in response to guest needs and preferences.
• Follow up on quotations and reservations to optimise conversion rates.
• Maintain clear and courteous communication with guests before arrival and after departure.

Skills

Guest liaison

Sales conversion

Communication

Organisational skills

Attention to detail

Team player

Education

Grade 12

Hospitality/Tourism Diploma or equivalent

Tools

Opera PMS

Protel PMS

CRM software

Microsoft Office

Job description

Our client, an upmarket hotel and conference center in Pretoria is looking for a

Leisure Reservationist to join their dynamic team.

JOB DESCRIPTION / PURPOSE:

To provide professional, efficient, and memorable reservation services for all leisure guests, ensuring that accommodation and leisure experiences (such as spa treatments, day packages, dining, picnics, and special events) are seamlessly coordinated. The role enhances the guest journey by personalising offers, optimising revenue opportunities, and promoting the full range of experiences that define the luxury leisure brand of the company.

• Act as the central contact point for all leisure-related reservations and guest inquiries.
• Convert inquiries into confirmed bookings through proactive selling of accommodation, spa treatments, dining, and day packages.
• Collaborate with the Leisure Supervisor to coordinate guest itineraries and ensure the seamless delivery of leisure experiences.
• Provide accurate information on the estate's facilities, packages, and promotional offers.
• Maintain guest satisfaction and loyalty through efficient service, attention to detail, and personalised communication.
• Support the Reservations Manager in optimising occupancy and revenue from the leisure reservation function.

MAIN DUTIES & RESPONSIBILITIES:

Guest Enquiry Handling and Communication

• Respond promptly to all telephone, email, and online leisure inquiries.
• Deliver professional and engaging communication with potential guests, ensuring a welcoming first impression.
• Provide accurate information on accommodation, facilities, spa treatments, dining venues, picnics, and packages.
• Create personalised and professional quotations in response to guest needs and preferences.
• Follow up on outstanding quotations and tentative reservations to optimise conversion rates.
• Maintain clear, concise, and courteous communication with guests before arrival and after departure.

Reservation Processing and Administration

• Accurately capture all guest and booking details in the Property Management System (PMS) and related platforms.
• Manage and process bookings for accommodation, day spa, dining, and leisure experiences.
• Update confirmations, cancellations, modifications, and special requests following hotel policy.
• Prepare and distribute accurate daily and future arrival reports for operational planning.
• Ensure all communications and transactions are compliant with POPIA and company privacy standards.
• Maintain organised electronic and manual filing of reservations correspondence.

Sales, Upselling, and Revenue Optimisation

• Convert all qualified inquiries into confirmed reservations through skilled product knowledge and persuasive communication.
• Upsell higher room categories, extended stays, and value-add packages (e.g., spa treatments, wine tastings, romantic dinners).
• Promote seasonal offers, leisure activities, and gift vouchers to maximise revenue opportunities.
• Collaborate with the Leisure Supervisor to identify and promote high-demand experiences.
• Maintain awareness of competitor offerings, local events, and pricing trends to support effective selling.
• Participate in sales promotions, campaigns, and social media initiatives supporting the leisure portfolio.

Coordination and Guest Experience Management

• Liaise daily with the Spa, Food & Beverage, Housekeeping, and Reservations departments to ensure all guest arrangements are in place.
• Confirm special requests, such as dietary needs, celebration setups, or wellness preferences, with relevant teams.
• Support the Leisure Supervisor with itinerary building for package guests or special events.
• Review upcoming arrival lists to ensure all leisure inclusions are properly scheduled and confirmed.
• Coordinate pre-arrival communication to enhance anticipation and guest satisfaction.
• Follow up on in-house and post-stay feedback, escalating any concerns appropriately.

Operational Support and Reporting

• Assist the Reservations Manager with forecast reports, pick-up trends, and booking summaries.
• Monitor call, email, and conversion performance statistics as directed.
• Maintain familiarity with the estate calendar, blackout dates, and group allocations.
• Compile monthly leisure booking summaries to support revenue analysis.
• Report system or procedural discrepancies to management for correction and improvement.
• Support training and onboarding of new team members when requested.

Brand Representation and Professional Conduct

• Uphold the company's service philosophy and brand voice in all interactions.
• Demonstrate exceptional attention to detail, presentation, and product knowledge.
• Maintain confidentiality and professionalism at all times.
• Foster positive interdepartmental collaboration to ensure consistent guest service delivery.
• Actively contribute to a supportive and inspiring team environment that aligns with the estate's culture.

EDUCATIONAL REQUIREMENTS:

• Grade 12
• Hospitality or Tourism Diploma or equivalent tertiary qualification preferred

EXPERIENCE AND SKILLS REQUIRED:

• Minimum 2-3 years' experience in hotel reservations and/or leisure coordination within an upmarket or luxury environment.
• Experience with spa or wellness reservations is an advantage.
• Demonstrated strength in guest liaison and sales conversion.
• Experience working within a structured, policy-driven environment with formal SOPs and reporting requirements.
• Advanced understanding of hospitality reservations processes and leisure operations (spa, dining, events).
• Familiarity with Opera, Protel, or equivalent PMS and online booking platforms.
• Valid driver's license and own reliable transport (Essential).
• Solid grasp of guest journey principles within the luxury leisure sector.
• Understanding of revenue optimisation and distribution channels.
• Excellent written and verbal communication; clear and gracious telephone etiquette.
• Highly organised with strong administrative competence.
• Proven accuracy in data capture and attention to detail.
• Confident selling and service orientation.
• Skilled in Microsoft Office Suite and CRM tool.
• Impeccable presentation and professional demeanour.
• Warm, empathetic personality with a passion for hospitality.
• Dependable, proactive, and willing to learn.
• Demonstrates initiative, patience, and composure under pressure.
• Team player committed to collaborative service excellence.

POPIA NOTICE

By submitting your CV, you acknowledge and agree that:

• We may retain your personal information in our database for future employment opportunities and matching purposes.
• We may contact you should a suitable position become available.
• The information you have provided is true, correct, and up to date.

We endeavour to respond to all applications. However, if you do not hear from us within 14 days, please consider your application unsuccessful.