Bookings & Reservation Officer
Retail
Minimum Requirements
- An NQF 6 qualification in Tourism Management / Hospitality Management / Business Management or equivalent as recognized by SAQA.
- Two (2) to three (3) years’ working experience in the Bookings and Reservation field or Front Office role in a lodge, resort or eco-tourism setting.
- Valid driver’s license (with exception of persons with disability).
- No criminal record.
- Skills and Knowledge: Knowledge and the ability to interpret and apply directives, policy, guidelines, environmental legislation and project management.
- Computer literacy.
- Analytical skills.
- Conflict management and problem solving skills.
- Client orientation and customer focus.
- Communication skills (verbal and written).
- Customer relations management.
- People management.
- Leadership skills.
- Stakeholder management.
- Sales and product knowledge (Provincial Protected Nature Reserves and Reports).
- Financial management.
- Telephone etiquette.
- Ability to work under pressure.
Responsibilities
- Manage and process all booking inquiries through telephone, email and online platforms.
- Provide detailed information about the resort’s accommodation, wildlife activities (e.g. game drives, hiking trails, etc.), conservation projects, dining options and community-based experiences.
- Accurately update and manage the reservation system, including guest preferences and special requests.
- Liaise with resort staff and operations teams to ensure availability of activities and accommodation.
- Send booking confirmations, invoices, payment requests and pre-arrival communication to guests and resort officials.
- Coordinate group and package bookings, including tailored itineraries and activity packages.
- Monitor occupancy levels and suggest strategies to optimise lodging capacity.
- Handle cancellations, changes and no-shows according to the Reservations policy and ensure proper guest communication.
- Assist in managing partnerships with booking agents, tourism boards and online travel platforms.
- Handle clients’ queries, complaints and compliments.
- Filing and safekeeping of documents.
- Liaise with IT unit for Online Reservations and Booking System upgrades.
- Prepare daily, weekly and monthly booking reports for management review.
- Verify and compile database of revenue activities, including guest profiles, booking statistics and revenue reports.
- Review reservation policies and procedures periodically, identify means of improving productivity and efficiency.
- Administer complementary bookings.
- Review annual tariffs according to different categories.
- Loading of tariffs in the reservation system.
- Develop and review terms and conditions for reservations.
- Identify opportunities to promote additional services or packages to enhance customer experience.
- Provide input into promotional campaigns and seasonal offers based on booking trends.
- Implement promotions and specials.
