Reservations Consultant

Craven Cottage CC; Makhanda; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Craven Cottage CC is seeking a Reservations Front of House associate in Makhanda. You will manage reservations, respond warmly to inquiries, and work with the Reservations Manager to maximise occupancy across five lodges.

You will handle rates, dietary needs, and guest preferences while maintaining accurate records and smooth cross‑department communication. The role requires 2–4 years in high‑end reservations, proficiency with major reservation systems, and excellent English communication.

Qualifications

• Matric / Grade 12 is required; hospitality qualification is advantageous.
• 2–4 years in reservations/front of house within 5‑star hospitality.
• Proficiency with Semper, Opera, Pan, ResRequest or similar systems.
• Strong English language skills and excellent guest relations.

Responsibilities

• Capture, amend, confirm, cancel, invoice and waitlist reservations as per procedures.
• Respond to email and phone enquiries promptly and warmly.
• Follow up on provisional bookings and convert enquiries to confirmed reservations.
• Maintain knowledge of room rates, trade rates, and lodge facilities.
• Check upcoming reservations for accuracy of names, dates and billing.
• Obtain dietary, transport, and special requests before arrival.
• Work with Reservations Manager to maximise occupancy and upsell.
• Ensure compliance with credit policies and procedures.
• Maintain communication with lodge teams and other departments.
• Build relationships with guests, agents and tour operators.
• Maintain organised reservation records and a professional environment.
• Stay informed about industry developments to improve processes.

Skills

Guest relations

Communication

Interpersonal skills

Attention to detail

Time management

Problem solving

English proficiency

Education

Matric / Grade 12

Hospitality management qualification (advantage)

Tools

Semper

Opera

Pan

ResRequest

Microsoft Office

Google platforms

Job description

Duties:

• Capture, amend, confirm, cancel, invoice and waitlist reservations according to established procedures.
• Respond to email and telephone enquiries promptly, professionally and warmly.
• Follow up on provisional bookings and identify opportunities to convert enquiries into confirmed reservations.
• Maintain accurate knowledge of room rates, trade rates and the facilities and experiences offered by all five lodges.
• Check upcoming reservations to ensure guest names, agent details, dates, rates and billing instructions are correct.
• Obtain dietary requirements, transport arrangements, special requests and other necessary information before arrival.
• Work closely with the Reservations Manager to maximise occupancy and identify upselling opportunities.
• Ensure compliance with credit policies and reservation procedures.
• Maintain effective communication with lodge teams and other departments.
• Build strong relationships with guests, agents and tour operators.
• Maintain organised reservation records and a professional working environment.
• Stay informed about industry developments and identify opportunities to improve reservation processes.

Requirements:

• Matric / Grade 12 certificate.
• Hospitality, Hotel or Lodge Management qualification advantageous.
• 2-4 years' reservations and front-of-house experience within the 5-star hospitality industry.
• Working knowledge of Semper, Opera, Pan, ResRequest or similar reservation systems.
• Good knowledge of Microsoft Office and Google platforms.
• Fluent written and spoken English; an additional language advantageous.
• Excellent guest relations, communication and interpersonal skills.
• Strong numerical ability and commercial awareness.
• A target-driven approach and confidence dealing with direct guests, agents and tour operators.
• Excellent attention to detail, planning and time management skills.
• Ability to work under pressure and meet tight deadlines.
• Strong problem-solving skills, initiative and a positive team approach.
• Valid Code 8 driver's licence and own transport.

Working Hours:

Monday to Friday, 08:00-17:00, with after-hours work when required.

Emergency telephone duty one weekend per month.