Senior Reservations & VIP Experience Lead

Career Custodians; Knysna; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Village n Life’s Pezula Nature Retreat in Knysna seeks a Senior Reservations Consultant to manage reservations, quotations and guest communications, while upselling services to boost revenue across properties. You’ll support the Travel Support Manager with escalations, training and team support.

This fast-paced hospitality sales role requires strong organisation, commercial mindset and a guest-focused approach to drive bookings and coordinate with operations, finance and sales teams.

Qualifications

• Grade 12 / Matric
• Qualification in Hospitality, Tourism, Sales or related field advantageous
• Minimum 2–3 years’ experience in a similar senior reservations, events or groups reservations or hospitality sales role
• Opera PMS experience essential
• Strong Microsoft Office proficiency including Word, Excel, PowerPoint and Outlook
• Strong communication and relationship-building skills
• Highly organised with strong attention to detail
• Commercially minded with strong upselling ability
• Professional, proactive and solution-driven approach
• Ability to work under pressure and manage multiple priorities

Responsibilities

• Manage reservations, amendments, cancellations and guest correspondence through phone, email and online booking channels using Opera PMS.
• Prepare and follow up on quotations to maximise booking conversions and revenue opportunities.
• Promote and upsell accommodation, spa treatments, dining reservations, transfers and additional guest services.
• Maintain strong product and destination knowledge across all Village n Life properties and experiences.
• Manage VIP bookings, escalated reservations and complex guest requirements.
• Build and maintain professional relationships with repeat guests, agents, corporate clients and group organisers.
• Receive and manage event, group and MICE enquiries including accommodation and related services.
• Prepare event quotations, assist with contracts and manage bookings until operational handover.
• Coordinate site inspections, hosted visits and client engagements where required.
• Manage assigned MICE accounts and maintain regular stakeholder communication.
• Handle Travel Club bookings, Pezula Experiences and owner-related reservations.
• Support Travel Club sign-ups, CRM updates and database management initiatives.
• Monitor deposits, payments and financial reconciliations linked to reservations and events.
• Liaise with finance regarding billing, account balancing and outstanding payments.
• Prepare detailed handovers for operations teams prior to guest arrivals and events.
• Assist with training and support of junior consultants when required.
• Maintain accurate booking records, reporting and operational updates for management.

Skills

Communication

Upselling

Organisation

Relationship-building

Team player

Education

Matric / Grade 12

Hospitality/Sales qualification advantageous

Tools

Opera PMS

MS Office

Job description

Village n Life’s Pezula Nature Retreat in Knysna seeks a Senior Reservations Consultant to manage reservations, quotations and guest communications, while upselling services to boost revenue across properties. You’ll support the Travel Support Manager with escalations, training and team support.

This fast-paced hospitality sales role requires strong organisation, commercial mindset and a guest-focused approach to drive bookings and coordinate with operations, finance and sales teams.