Reservationist DELAIRE GRAFF LODGES & SPA

Delaire (Pty) Ltd.; Stellenbosch; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Delaire Graff Estate is seeking a Reservationsist to manage bookings and enquiries, delivering courteous service in line with brand standards. The role requires handling calls and emails, updating the PMS, and maintaining accurate guest records while driving revenue through upselling.

Availability for rotational shifts including weekends is expected. Fluent English and luxury hospitality experience preferred.

Qualifications

• Grade 12 (Matric) and a hospitality-related diploma preferred.
• Experience in reservations, preferably in luxury hospitality.
• Proficient with PMS systems and OTAs.

Responsibilities

• Handle all reservation enquiries via calls and emails promptly.
• Process and administer reservations, manage provisional bookings, update the PMS.
• Ensure rates, deposits, guest details and special requests are accurate; maintain records and guest histories.
• Monitor arrivals and confirmations; maximize revenue through upselling while adhering to policies.
• Communicate guest and booking information to Operations, Sales and Front Office.
• Identify potential sales leads and assist with pre-bookings of facilities.

Skills

Customer service

Sales skills

Communication skills

Organisational skills

Attention to detail

English fluency

Education

Grade 12 (Matric)

Hospitality/travel/tourism diploma

Tools

PMS software

OTA knowledge

Job description

Reporting to the Reservations Manager, the Reservationist is responsible for accurately processing bookings and enquiries while delivering courteous, efficient, and professional service at all times, in line with Delaire Graff Lodges & Spa standards.

Main Responsibilities:

• Handle all reservation enquiries, calls and emails promptly and professionally

• Accurately process and administer reservations, manage provisional bookings, update the PMS and assist with concierge services

• Ensure all rates, confirmations, deposits, guest details and special requests are accurate

• Maintain organised records, accurate bookings, guest histories and statistical tracking

• Monitor daily arrivals and ensure all bookings are confirmed, particularly during high occupancy

• Maximise revenue through upselling and adherence to cancellation and no-show policies

• Maintain thorough knowledge of room types, facilities, rates, promotions and third-party booking channels

• Communicate relevant guest and booking information to Operations, Sales and Front Office

• Identify potential sales leads and assist with pre-bookings of facilities

• Build and maintain professional relationships with guests, agents and colleagues

• Maintain a positive attitude, uphold service standards and assist with general departmental duties as required

Main Requirements:

• Grade 12 (Matric)

• Hospitality, Travel or Tourism diploma preferred

• Preferably 2–3 years’ previous reservations experience, ideally in a 5-star or luxury hospitality environment

• Knowledge of PMS systems and proficiency in working with OTAs

• Fluent in English; additional languages will be an advantage

• Excellent sales skills and a customer-focused approach

• Good knowledge of domestic and international travel, including business, leisure, group and FIT bookings

• Exceptional guest service and communication skills, both written and verbal

• Strong organisational skills and attention to detail

• Availability to work rotational shifts, including weekends and public holidays

• Ability to work effectively under pressure

Delaire Graff Estate is an equal opportunity employer.