Job Overview:
To provide professional, efficient, and memorable reservation services for all leisure guests, ensuring that accommodation and leisure experiences (such as spa treatments, day packages, dining, picnics, and special events) are seamlessly coordinated. The role enhances the guest journey by personalising offers,
optimising revenue opportunities, and promoting the full range of experiences that define the luxury leisure brand of the company.
Requirements:
- Matric / Grade 12
- Hospitality or Tourism Diploma or equivalent tertiary qualification preferred
- Minimum 2-3 years’ experience in hotel reservations and/or leisure coordination within an upmarket or luxury environment is a must.
- Experience with spa or wellness reservations is an advantage.
- Demonstrated strength in guest liaison and sales conversion.
- Experience working within a structured, policy-driven environment with formal SOPs and reporting requirements.
Knowledge:
- Advanced understanding of hospitality reservations processes and leisure operations (spa, dining, events).
- Familiarity with Opera, Protel, or equivalent PMS and online booking platforms.
- Solid grasp of guest journey principles within the luxury leisure sector.
Skills:
- Excellent written and verbal communication; clear and gracious telephone etiquette.
- Highly organised with strong administrative competence.
- Proven accuracy in data capture and attention to detail.
- Confident selling and service orientation.
- Skilled in Microsoft Office Suite and CRM tool.
Other skills:- High level of integrity, reliability, and accountability.
- Professional, courteous, and customer-focused manner.
- Proactive and self-motivated.
- Willingness to learn and adapt to new systems, processes, and product ranges.
Responsibilities:
- Act as the central contact point for all leisure-related reservations and guest inquiries.
- Convert inquiries into confirmed bookings through proactive selling of accommodation, spa treatments, dining, and day packages.
- Collaborate with the Leisure Supervisor to coordinate guest itineraries and ensure the seamless delivery of leisure experiences.
- Provide accurate information on the estate’s facilities, packages, and promotional offers.
- Maintain guest satisfaction and loyalty through efficient service, attention to detail, and personalised communication.
- Support the Reservations Manager in optimising occupancy and revenue from the leisure reservations function.
- Guest Enquiry Handling and Communication
- Reservation Processing and Administration
- Sales, Upselling, and Revenue Optimisation
- Coordination and Guest Experience Management
- Operational Support and Reporting
Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.
