Reservationist (French)

Reservationist

Job Summary

A Reservationist at a luxury 5-star game lodge is responsible for managing guest bookings, ensuring seamless communication with guests and travel agents, maximising occupancy and revenue, and delivering an exceptional pre-arrival guest experience.

The role requires strong administrative skills, attention to detail, excellent communication, and a good understanding of luxury hospitality service standards.

Key Duties and Responsibilities

• Handle all reservation enquiries via phone, email, website, and travel agents.

• Process bookings accurately on the Property Management System.

• Prepare quotations, itineraries, booking confirmations, and invoices.

• Manage booking amendments, cancellations, special requests, and guest preferences.

• Ensure all guest information and booking details are captured correctly.

• Coordinate transfers, activities, safari drives, spa bookings, and special occasions.

• Maintain room availability and update booking inventory daily.

• Liaise with Front Office, Housekeeping, Guides, and Food and Beverage departments regarding arrivals and guest requirements.

• Upsell lodge packages, activities, spa treatments, and additional services.

• Build and maintain strong relationships with guests, tour operators, and travel agents.

• Respond to guest complaints and reservation issues professionally.

• Maintain excellent telephone etiquette and luxury guest communication standards.

• Assist with reporting, administration, and reservation filing systems.

• Maintain confidentiality of guest information.

• Ensure smooth pre-arrival and arrival planning for VIP and international guests.

• Support the reservations and front office teams where required.

Required Qualifications

• Grade 12 / Matric.

• Diploma or Degree in Hospitality Management, Tourism, or a related field will be preferred.

• Formal hotel school qualification will be advantageous.

• Valid driver’s licence will be beneficial.

Experience Required

• Minimum 2–5 years’ experience in reservations or front office within a 4-star or 5-star lodge or hotel environment.

• Previous luxury game lodge experience will be highly advantageous.

• Experience working with international guests and travel agents.

• Knowledge of safari lodge operations will be preferred.

Systems and Technical Skills

• Proficiency in Property Management Systems such as:

  • Protel

  • Opera

  • PANStrat

  • Odyssey

• Strong Microsoft Office skills, including Word, Excel, and Outlook.

• Knowledge of OTA platforms and online booking systems will be advantageous.

Key Skills and Competencies

• Excellent verbal and written communication skills in English and French.

• Strong telephone etiquette and customer service ability.

• High attention to detail and accuracy.

• Excellent organisational and multitasking skills.

• Professional appearance and presentation.

• Ability to work under pressure in a fast-paced environment.

• Sales and upselling ability.

• Strong problem-solving and conflict-resolution skills.

• Team player with the ability to work independently.

• Passion for luxury hospitality and guest satisfaction.