Senior Reservations Consultant

Craven Cottage CC; Gauteng; On-site; ZAR 180,000 - 260,000; Full time

Job summary

Craven Cottage CC is seeking an experienced Reservations professional in Gauteng to manage inbound enquiries and bookings. You will ensure accurate data, excellent guest service, and seamless communication with guests and properties.

Responsibilities include handling reservations from initial enquiry to payment, maintaining up-to-date rates and availability, and supporting yield and occupancy goals while upholding the company’s values.

Qualifications

• Minimum 5 years in an inbound reservations position.
• World-class guest experience mindset and ability to deliver.
• Up-to-date knowledge of the hospitality environment and OTA management.
• Excellent interpersonal, communication and organisational skills.
• Confidentiality and professional discretion.

Responsibilities

• Build trust with clients and guests.
• Prioritise timely and accurate responses to reservation enquiries.
• Master software systems to stay accurate and up to date.
• Manage bookings from first enquiry to final confirmation and payment.
• Handle daily phone and email correspondence with efficiency and warmth.
• Capture all reservations data with diligence and attention to detail.
• Provide guests with accurate information on availability, room types, facilities and rates.
• Maximise occupancy by managing overbooking and waitlists.
• Cross-sell and upsell where appropriate.
• Ensure guaranteed bookings are confirmed in the system.
• Follow up on provisional bookings proactively.
• Process cancellations and amendments.
• Understand statements, create and send them.
• Resolve guest complaints with relevant departments.

Skills

Customer service

Communication

English fluency

OTA management

Team player

Education

Grade 12

Formal hospitality qualification

Job description

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