• To ensure effective management of reservations processes, with a focus on accuracy, timely communication, system efficiency, and maximizing confirmed bookings from provisional and waitlist status.

Key Responsibilities

• Reservations Management
• Manage waitlisted and provisional bookings to maximize conversions to confirmed status.
• Ensure accurate data entry in the reservations system (ResRequest), including guest details and source codes.
• Review and verify all bookings daily for accuracy.
• Release expired provisional bookings after proper follow-up.
• Respond to direct booking inquiries via the official mailbox.
• Relieve the Reservations Consultant during leave periods.
• System and Reporting
• Maintain the overbooking tracker and update daily.
• Ensure the Arrival Discrepancy Report is updated by lodges and discrepancies are resolved within 24 hours.
• Reconcile Booking.com invoices for payment.
• Correct agent and debtor mismatches in the system.
• Keep the system updated with all guest requirements and booking information.
• Revenue and Payments
• Support maximum occupancy and revenue through effective booking conversions.
• Ensure deposits and full payments are received according to the agreed terms.
• Provide missing vouchers within 24 hours if requested.
• Teamwork and Communication
• Maintain open communication with the team and report any issues or improvements.
• Ensure clear handovers during team absences to prevent workflow disruptions.
• Client and Trade Partner Relations
• Maintain professional and supportive communication with clients and trade partners.
• Ensure prompt, clear, and courteous service to build strong relationships.

Qualifications and Skills Required

• Bachelor`s degree in Hospitality, Tourism, Finance, Business or a related field.
• Previous experience in a similar reservations or administrative role.
• Proficiency in English; additional languages are a plus.
• Strong attention to detail, organizational, and planning skills.
• Excellent communication and interpersonal skills.
• Strong analytical skills.
• Confidence in using reservation systems (ResRequest experience is an advantage).
• Ability to handle pressure and meet deadlines.
• Sales-minded with a customer-focused approach.