Senior Reservations Consultant

Phoenix Recruitment; Gauteng; On-site; ZAR 350,000 - 500,000; Full time

Job summary

Boutique Hospitality Collection invites applications for a Senior Reservations Consultant. The role requires handling reservations across multiple properties, understanding lodges/hotels and tourism, and delivering a world-class guest experience.

You will collaborate with team members to drive high service levels and profitability. The ideal candidate has 5+ years in inbound reservations, strong English communication, and a passion for guest satisfaction.

Qualifications

• Grade 12 educational background.
• Formal hospitality qualification.
• Minimum of 5 years' inbound reservations experience.
• Strong guest-service mindset with world-class standards.

Responsibilities

• Building trust, credibility and goodwill with clients and guests.
• Prioritising timely and accurate responses to reservation enquiries.
• Mastering the required software systems so that they are always accurate and up to date.
• Managing bookings from first enquiry to final confirmation and payment.
• Handling daily phone and email correspondence with efficiency and warm professionalism.
• Efficiently capturing all reservations data with diligence and attention to detail.
• Providing guests with accurate information regarding availability, room types, hotel facilities and rates.
• Controlling and maximising occupancy by managing overbooking and waitlists.
• Cross- and up-selling where appropriate.
• Ensuring that all guaranteed bookings are confirmed in the system.
• Following up proactively on provisional bookings.
• Processing cancellations and amendments.
• Understanding statements, creating and sending them.
• Resolving guest complaints with relevant departments.

Skills

Communication skills

Organisational skills

Interpersonal skills

English language

Confidentiality

Team player

Pressure handling

Education

Hospitality qualification

Grade 12

Tools

OTA management

Booking software

Job description

Boutique Hospitality Collection with Head Offices in Blairgowrie, Johannesburg is looking for a Senior Reservations Consultant. The successful applicant will have relevant experience in handling reservations across multiple properties as well as an in-depth understanding of lodges / hotels and the tourism industry. We are looking for a candidate with a passion for hospitality and excellent people skills and a collaborative approach, a positive attitude and an inquiring mind. As a senior member of the department, you also need to be inspiring and considerate team player who is invested in the success and wellbeing of your colleagues.

Duties

• Building trust, credibility and goodwill with clients and guests
• Prioritising timely and accurate responses to reservation enquiries
• Mastering the required software systems so that they are always accurate and up to date
• Managing bookings from first enquiry to final confirmation and payment
• Handling daily phone and email correspondence with efficiency and warm professionalism
• Efficiently capturing all reservations data with diligence and attention to detail
• Providing guests with accurate information with regards to availability, room types, hotel facilities and rates
• Controlling and maximising occupancy levels by effectively managing overbooking and waitlists
• Cross- and up-selling where appropriate
• Ensuring that all guaranteed bookings are confirmed in the system
• Following up proactively on provisional bookings
• Processing cancellations and amendments
• Ability to understand statements, create and send them
• Resolving any guest complaints as a matter of priority and in conjunction with the relevant departments
• Maintaining strong, continuous communication between the reservations team and the properties to ensure the best possible guest experience
• Effectively managing yield by maximising rates and profitability
• Coordinating the distribution of rates
• Organising site inspections and fam trips
• Ongoing monitoring of booking movements, trends and competitor activity
• Always acting as a brand ambassador of the Company, leading with the Company’s values

Requirements

• Grade 12
• A formal hospitality qualification
• A minimum of 5 years' experience in an inbound reservations position
• Energetic and proactive with a well-developed concept of the importance of providing a world-class guest experience and the ability to deliver that level of service
• Up-to-date knowledge of the environment/industry
• Strong understanding of OTA management
• Excellent interpersonal, communication and organisational skills
• Excellent command of the English language
• Awareness and understanding of a variety of cultures
• Meticulous, precise and always paying close attention to detail
• Ability to remain effective under pressure
• Lateral thinker and creative problem-solver who takes initiative
• Strong team player with a willingness to share information, knowledge and responsibility
• Evidence of the ability to practice a high level of confidentiality
• Desire to maintain good relationships with guests, colleagues and supplier