Senior Reservations & Guest Experience Lead

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

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.