Reservations Manager

1 week ago

Cape Town, Western Cape, South Africa 32784d2d-5e9e-41c6-8313-fd8e2248150f Full time R500 000 - R1 500 000 per year
Job Advert Summary

The Reservations Manager is responsible for overseeing the day-to-day operations of the reservations department, ensuring accuracy, efficiency, and superior guest service. This role manages room inventory, rate distribution, and reservation procedures while working closely with Front Office, Revenue Management, and Sales & Marketing to maximize occupancy, revenue, and guest satisfaction. The Reservations Manager also leads, trains, and develops the reservations team to deliver a consistently high standard of service

Minimum Requirements
  • 1–2 years of management or supervisory experience in Reservations, Front Office, or Revenue departments.
  • Strong proficiency with Opera PMS (mandatory).
  • Knowledge of OTA extranets, channel managers, and hospitality distribution systems.
  • Excellent communication and interpersonal skills.
  • Strong organizational skills and attention to detail.
  • Ability to multitask in a fast-paced environment.
  • Strong analytical skills and a data-driven mindset.
  • Leadership & People Management
  • Guest-Centric Mindset
  • Problem Solving & Decision Making
  • Technical Proficiency (Opera PMS, MS Office, distribution platforms)
  • Revenue & Forecasting Awareness
  • Professional Communication
  • Accuracy & Accountability
Duties and Responsibilities

  • Reservations Operations

  • Manage and supervise the daily activities of the reservations department.

  • Respond promptly and professionally to reservation requests, changes, and cancellations.
  • Ensure all bookings are accurately entered into Opera PMS, following hotel policies and procedures.
  • Oversee reservations-related communication through email, phone, website, OTA platforms, and travel partners.

  • Ensure special requests, preferences, and VIP notes are correctly captured and communicated to relevant departments.

  • Inventory & Rate Management

  • Monitor and manage room inventory, ensuring optimal allocation and minimizing overbooking risks.

  • Coordinate with Revenue Management and Sales teams regarding promotions, rate updates, and availability strategies.
  • Maintain rate parity across all distribution channels.

  • Analyze booking pace and trends to support revenue decisions.

  • Guest Service Excellence

  • Maintain a high level of guest satisfaction by ensuring reservations interactions are professional, accurate, and guest-focused.

  • Resolve reservation-related complaints or escalations quickly and effectively.

  • Ensure pre-arrival communication is timely and well-coordinated.

  • Leadership & Team Management

  • Lead and motivate the reservations team with clear direction and performance standards.

  • Conduct ongoing training for team members, especially on Opera PMS, hotel procedures, and guest communication standards.
  • Monitor team performance and conduct performance evaluations.

  • Manage departmental scheduling to ensure adequate coverage.

  • Reporting & Administration

  • Prepare and analyze reservations reports: pickup, pace, forecast, cancellation trends, and market segments.

  • Support budgeting and forecasting efforts with accurate reservations data.
  • Ensure all reservations policies, SOPs, and systems are up to date.

  • Work collaboratively with Finance on billing accuracy, deposits, and payment verification.

  • Interdepartmental Coordination

  • Communicate daily with Front Office, Housekeeping, and Sales teams to ensure smooth operations.

  • Participate in revenue and operations meetings as required.
  • Support the Sales team with group bookings, rate loading, and contract management

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