Reservations Manager

Reference: 10393 MB
Consultant: Marié Bosman 

Job Description: 

• Reservations & Accommodation Management:
  • Oversee all accommodation reservations especially, group/functions/weddings, for Wine Estate, ensuring
    efficient booking processes and maximum occupancy.
  • Manage all OTA booking platforms including Booking.com, Semper, and other OTA (Online Travel Agency) systems.
  • Monitor and adjust pricing strategies to optimize revenue and occupancy rates in accommodation with General Manager.
  • Ensure accurate record-keeping of guest information, bookings, cancellations, and special requests.
  • Handle group bookings, special events, and VIP reservations with precision and attention to detail.
  • Conduct regular audits on reservations and system updates to maintain data integrity.
    
• Front of House & Guest Relations:
  • Serve as the main point of contact for all accommodation guests before, during, and after their stay.
  • Greet and assist guests with check-in/check-out procedures, ensuring a seamless experience.
  • Lead by example.
  • Address guest queries, complaints, and special requests in a professional and proactive manner.
  • Work closely with the Housekeeping Manager and F&B teams to ensure guest rooms are prepared according to standards.
  • Maintain a high level of guest satisfaction, handling issues efficiently to enhance the guest experience.
  • Do ratings on booking.com, Trip adviser and google.
• Leadership & Team Management:
  • Lead, train, and motivate the reservations and FOH Accommodation team, fostering a culture of excellence and professionalism.
  • Conduct performance reviews, training sessions, and staff development programs.
  • Ensure that all team members adhere to company policies, SOPs, and guest service standards.
  • Manage staff schedules to ensure adequate coverage while maintaining labour efficiency.
    
• Systems & Reporting:
  • Utilise Booking.com, Semper, and other reservation platforms to monitor trends, analyse booking data, generate reports, update information and do weekly checking.
  • Ratings on bookings.com, google, trip advisor and all other communication platforms will be checked daily to measure performance and general feedback of guest satisfaction.
  • Prepare weekly and monthly reservation reports, highlighting occupancy rates, revenue performance, and trends.
  • Work closely with the marketing team to optimize online presence and visibility on booking platforms.
  • Identify and implement process improvements to enhance efficiency and service delivery.
• Administrative & Financial Duties:
  • Weekly recon on OTA ensuring monthly / weekly payments and deadlines are adhered to.
  • Ensure all reservations are correctly invoiced, billed, and reconciled.
  • Work closely with the finance team to manage deposits and payments when approved by the GM.
  • Assist in budgeting and forecasting related to the accommodation sector.  

Qualifications: 

• Minimum of 3 – 5 years’ experience in reservation management within the hospitality industry.
• Proficiency in Booking.com, Semper, and other online reservation systems.
• Experience in Front of House accommodation bookings and guest service management.
• Strong leadership and team management skills.
• Excellent communication and problem-solving abilities.
• Highly organised, detail-oriented, and able to handle high-pressure situations.
• Strong understanding of revenue management and pricing strategies.
• Hands-on, proactive, and guest-focused approach to service.
• Own reliable transport is essential.
• Hospitality hours, 3 weekends on, 1 weekend off and public holidays as required by the business.  

How to Apply: 

• Email your comprehensive CV to exceedhr@exceed.co.za. 
• If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
• We reserve the right to only conduct interviews with candidates of choice. 
• Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful. 

 

 

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