Online Booking & Guest Relations Manager

Karen Tupper Recruitment; Wes-Kaap; Hybride; ZAR 180 000 - 240 000; Plein temps

Résumé du poste

Karen Tupper Recruitment is seeking a Reservations and Guest Relations specialist for a luxury lodge in the Western Cape. You will manage online enquiries across all channels, maintain availability and inventory, and coordinate guest communications from pre-arrival to post-stay.

Based in South Africa with a remote-ready setup, occasional visits to Montagu property are expected. Revenue-management experience is a plus, and fluency in English with meticulous attention to detail is essential.

Qualifications

• Experience in reservations and guest-relations within luxury lodge or high-touch hospitality.
• Proficient with cloud-based PMS and channel managers, OTAs, online payments, and WhatsApp Business.
• Excellent English, polished communication, and attention to detail.
• Based in South Africa with ability to visit Montagu property occasionally.
• Revenue-management experience is a strong advantage.

Responsabilités

• Manage direct, website and OTA enquiries and bookings across all channels.
• Own pre-arrival, in-stay and post-stay guest communication, including WhatsApp concierge support.
• Maintain availability, rates, restrictions and inventory across the PMS and channel manager.
• Convert enquiries and follow up provisional bookings to support occupancy and revenue targets.
• Coordinate access information and handovers to the on-site team.
• Handle guest recovery within authority and escalate issues promptly.
• Track occupancy, pickup, conversion, feedback and booking-source performance.
• Identify opportunities to improve conversion, guest experience and revenue.

Connaissances

Reservations experience

Guest-relations

English proficiency

Independent remote work

Revenue-management

Outils

Cloud-based PMS

Channel management systems

OTAs

WhatsApp Business

Description du poste

You will manage the full online reservations and guest-relations function, combining exceptional guest service with strong commercial and booking performance.

Key responsibilities include:

• Manage direct, website and OTA enquiries and bookings across all channels.
• Own pre-arrival, in-stay and post-stay guest communication, including WhatsApp concierge support.
• Maintain availability, rates, restrictions and inventory across the PMS and channel manager.
• Convert enquiries, follow up provisional bookings and support occupancy and revenue targets.
• Coordinate access information, special requests and seamless handovers to the on-site team.
• Handle guest recovery within agreed authority and elevate operational issues promptly.
• Track occupancy, pickup, conversion, guest feedback and booking-source performance.
• Identify opportunities to improve conversion, guest experience and revenue performance.

What we are seeking:

• You will have strong reservations and guest-relations experience within a luxury lodge, boutique hotel, villa or similarly high-touch hospitality environment.
• You should be confident using cloud-based PMS and channel-management systems, OTAs, online payment platforms and WhatsApp Business.
• Excellent written and spoken English, polished communication, calm judgement and strong attention to detail are essential.
• You must be comfortable working independently from a reliable remote setup and be based in South Africa, with the ability to visit the Montagu property occasionally.
• Revenue-management experience will be a strong advantage.