Reservations Consultant

Staff Solutions; Makhanda; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Staff Solutions in Makhanda (Eastern Cape) seeks a Reservations Clerk to manage bookings, respond to emails, and liaise across departments. You will handle rates, billing, and group coordination while maintaining high guest service standards.

Key duties include maximizing occupancy, following the reservation procedure, and ensuring accurate details. A friendly, proactive, detail‑oriented approach and English proficiency are essential for success.

Qualifications

• Matric or Grade 12 certificate.
• Hospitality / Lodge management qualification would be an advantage.
• 2 - 4 years' Reservations and Front of House experience in the 5-star hospitality industry.

Responsibilities

• Capture, amend, confirm, cancel, invoice and waitlist reservations per standard.
• Answer emails timely and cordially.
• Follow up provisional bookings.
• Maintain strong inter-department relationships and open communication.
• Be aware of room rates and STO rates.
• Verify reservation details before arrival (names, agent, date, rate, billing).
• Obtain dietary requirements, transport details and special requests.
• Maximise occupancy with Reservation Manager coordination.
• Adhere to credit policy.
• Know the entire Reservation Procedure.
• Be informed about all 5 lodges’ offerings.
• Maintain friendly telephone manner.
• Maintain neat, orderly workstation.

Skills

Warm personality

Excellent communication

Team player

Guest relations

Work under pressure

Attention to detail

English fluency

Education

Grade 12 / Matric certificate

Hospitality / Lodge management qualification (advantage)

Tools

Microsoft Office

Google platforms

Semper

Opera

Pan

ResRequest

Job description

Key responsibilities and accountabilities:

• To capture, amend, confirm, cancel, invoice and waitlist reservations as per the Kwandwe Reservations Standard
• Ensure that e-mails are answered in a timely and cordial manner
• To ensure that provisional bookings are followed up
• To maintain a strong relationship with other departments and keep communication open at all times
• To be fully aware of all room rates and STO Rates
• To check all the correspondence for upcoming reservations and make sure all names, agent, date, rate, and billing instruction details are correct
• To ensure that all necessary details are obtained before arrival (dietary requirements, transport details, special requests, etc)
• Maximise occupancy with liaison with the Reservation Manager
• Ensure credit policy is adhered to
• Knowing the entire Reservation Procedure
• Making sure that you are well-informed on what all 5 Lodges have to offer
• Ensuring that a friendly Telephone Manner is always adhered to
• Maintaining a neat and orderly position at all times.

These competencies include the following requirements:

• Personality
  • A warm and friendly personality
  • Positive attitude, self-motivated, confident and comfortable around people from all walks of life
  • Excellent communication and interpersonal skills (listening skills, verbal communication etc)
  • Must be a team player
• Specific Job Skills
  • Excellent guest relations abilities
  • Excellent guest/staff/lodge management skills
  • Ability to work under pressure and to tight deadlines
  • Attention to detail
  • High energy levels & drive to get things done
  • Planning & organizing – plan activities and carry them through effectively
  • Initiative to look for ways of improving
  • An appreciation of other cultures. Ability to speak and/or understand another language would be an advantage
  • Excellent people skills, especially motivating staff
• Computer Skills
  • Good standard of IT and numeracy
  • Good working knowledge of Microsoft Office and Google platforms
  • Semper, Opera, Pan, ResRequest or similar
• Literacy and Numeracy
  • Fluent in English (speak, read and write)
  • Excellent literacy skills (writing of emails, viewing web pages)
  • Excellent arithmetic skills (counting quantities, using percentages, understanding tables in reports and interpreting graphs)
• Commercial Skills
  • Commercial awareness – understanding the company
  • Understanding resources and suppliers
  • Stay up‑to‑date on Industry and World Developments
  • Target-driven and oriented
  • Ability to deal with both direct guests as well as agents and tour operators
• Management Ability
  • Flexibility
  • Strong time‑management skills
  • Demonstrable leadership and management qualities
  • Analysing and problem‑solving skills
  • Work hours are 8 – 5 pm weekdays, but there might be times when after‑hours work may be required
  • Emergency telephone duty one weekend a month

Qualifications and experience required

• Matric or Grade 12 certificate
• Hospitality / Hotel / Lodge Management related qualification would be an advantage
• 2 - 4 years' Reservations and Front of House experience in the 5-star hospitality industry
• Valid Code 8 driver’s licence and own transport