Luxury Reservations Specialist – Guest Experience & Upsell

Craven Cottage CC; Oos-Kaap; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Craven Cottage CC in South Africa seeks a reservations/guest-relations professional to respond to enquiries, manage bookings and build rapport with guests at a luxury property.

Role requires Grade 12 and a degree from a reputable hotel school, plus at least 3 years’ front-of-house experience at a 4/5* property. Strong English, MS Office and Semper PMS skills are essential; confidentiality and initiative are valued traits.

Qualifications

• Grade 12 or equivalent academic background.
• Degree or equivalent from reputable hotel school is required.
• Minimum 3 years’ experience in a similar front-of-house role at a 4/5* luxury property.
• Excellent command of English, both spoken and written.

Responsibilities

• Respond to website, email and telephonic enquiries accurately and timeously.
• Handle guest enquiries while building rapport during booking.
• Maintain guest relationships and resolve complaints, escalating when needed.
• Ensure accurate information, quoting, booking and detailed reservation capturing.
• Maintain client database with complete guest details.
• Assist with efficient departmental administration and upsell additional revenue streams.
• Develop in-depth knowledge of lodges, activities and USPs.
• Communicate updates to lodges and departments and follow up on special instructions.

Skills

Customer service

Communication

Telephone etiquette

Team player

Education

Grade 12 or equivalent

Degree or equivalent from reputable hotel school

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Semper PMS

Job description

Craven Cottage CC in South Africa seeks a reservations/guest-relations professional to respond to enquiries, manage bookings and build rapport with guests at a luxury property.

Role requires Grade 12 and a degree from a reputable hotel school, plus at least 3 years’ front-of-house experience at a 4/5* property. Strong English, MS Office and Semper PMS skills are essential; confidentiality and initiative are valued traits.