Position: Reservationist Department: Central Reservations Office (CRO) Reports to: Reservations Manager & Revenue Manager Location: Head Office Role Overview The Reservationist is responsible for handling all booking enquiries efficiently and professionally, ensuring a seamless customer experience while maximising room revenue. This role requires strong attention to detail, excellent communication skills, and accurate management of reservation and payment records. Key Responsibilities Reservations & Customer Service Respond to all booking enquiries (calls, emails, online) promptly and professionally Capture and manage individual and group reservations accurately on the PMS (Opera) Check availability and provide accurate quotes in line with company rates and policies Confirm, amend, or cancel reservations as required Handle special requests and VIP bookings with care and attention Maintain accurate guest profiles and booking records Revenue & Sales Upsell rooms, packages, and services to maximise revenue Ensure all bookings include correct payment and billing details Support occupancy targets through effective reservation management Finance & Administration Reconcile credit card transactions with Opera Process advanced deposits and allocate payments to reservations Manage payment postings, including Nedbank iVeri and Lite transactions Check and clear proof of payment (POP) files Assist with Accounts Receivable (AR) invoicing and debtor support Process refunds and credit note documentation Handle commission submissions and supporting invoices Collaboration & Reporting Liaise with Front Office, Sales & Marketing, and Revenue teams Assist with daily reports (e.g. occupancy, pickup reports) Ensure compliance with company policies and reservation procedures Skills & Competencies Strong verbal and written communication skills Professional telephone etiquette Good computer literacy (MS Office, especially Excel & Word) Experience working on Opera PMS High attention to detail and accuracy Ability to multitask and work under pressure Strong customer service and problem-solving skills Sales and upselling ability Qualifications & Experience Grade 12 (Matric) Hospitality qualification (advantageous) 1–2 years’ experience in reservations, front office, or hospitality environment Personal Attributes Professional and well-presented Reliable and punctual Strong team player Positive, proactive, and service-driven attitude #J-18808-Ljbffr