Reservations Manager

Department(s): Reservations

Job Type: Full time

Job Location: Skukuza

Reports To: Rooms Divisions Manager

Job Summary: The Reservations Manager is responsible for overseeing all aspects of the reservations function. This role ensures efficient management of bookings, accurate application of contracted rates, and optimization of room revenue through effective yield management. The Reservations Manager will also play a critical role in maintaining guest satisfaction, managing travel trade relationships, ensuring compliance with contractual obligations, and leading the reservations team to meet departmental KPIs.

Knows the type of rooms the hotel has as well as their location and layout. Knows of all hotel packages plans-meaning status, rates, and benefits. Update availability of all distribution channels like GDS, OTA and Web booking systems.

Key Responsibilities

• 1. Reservations Management & Daily Operations
  
  • Verify and monitor all STO/ group bookings, allocations, and rooming lists daily.
  • Ensure quotations and invoices align with STO contracts and internal policies.
  • Review all outgoing communication for accuracy, professionalism, and timeliness.
  • Monitor payments, deposits, and booking compliance daily.
  • Oversee daily booking updates, amendments, cancellations, and follow-ups.
  • Maintain organized records of STO/group contracts, agreements, and rate changes.
  • Responsible for payments, credit limits,  terms, T&c ‘ s of contracts
• 2. Revenue Optimization & Yield Management
  
  • Drive achievement of KPIs including ARR, RevPAR, Occupancy Rate, and Booking Conversion Rate.
  • Apply effective yield and rate management strategies to maximize room inventory utilization.
  • Ensure strict rate parity compliance across all distribution channels.
  • Promote and monitor upselling opportunities, with focus on premium room categories including Suites and the Nkayi Suite.
• 3. Accuracy, Efficiency & Compliance
  
  • Maintain high booking accuracy rate and minimize reservation errors.
  • Ensure reservation response time standards (within 24 hours) are consistently achieved.
  • Conduct compliance checks on rates, booking terms, and invoicing accuracy.
  • Ensure all booking actions are traceable and properly logged in the PMS.
• 4. Guest & Partner Satisfaction
  
  • Monitor and improve guest booking satisfaction scores through efficient and friendly reservation services.
  • Strengthen relationships with travel agents, tour operators, and online distribution partners.
  • Resolve guest and partner booking issues promptly, ensuring professional communication.
• 5. Reporting & Forecasting
  
  • Produce accurate daily pickup reports and monitor booking trends.
  • Deliver reliable monthly revenue forecasts, aligned with operational planning.
  • Track and report on cancellation rates, no-show rates, and lead times.
  • 6. Team Leadership & Development
  • Supervise the reservations team, ensuring optimal productivity and adherence to SOPs.
  • Conduct regular performance reviews and daily staff attendance checks.
  • Provide training in upselling techniques, customer service, and use of reservation tools.
  • Ensure team achieves departmental KPIs consistently.
• 7. Cost & Risk Management
  
  • Identify and mitigate risks such as overbookings or system errors.
  • Escalate operational irregularities promptly to the Rooms Division Manager.
  • Key Performance Indicators (KPIs)
  • Financial Metrics: ARR, RevPAR, Upselling Revenue Contribution.
  • Occupancy & Booking Metrics: Occupancy Rate, Booking Conversion Rate, Advance Booking Lead Time.
  • Accuracy & Efficiency Metrics: Booking Accuracy Rate, Reservation Response Time.
  • Yield & Rate Management: Rate Parity Compliance, Room Inventory Utilization.
  • Guest & Agent Satisfaction: Guest Booking Satisfaction Score, Agent Relationship Score.
  • Reporting & Forecasting: Forecast Accuracy, Pickup Report Accuracy.
  • Team Management: Training Hours per Staff, Staff Productivity.
  • Cancellations/No-Shows: Cancellation Rate, No-Show Rate.
  • Special Initiatives: High-Value Booking Ratio (Suites & Nkayi Suite).
  • Daily Checklist Reference: The Reservations Manager must complete the Daily Reservations Manager Checklist, ensuring all STO bookings, quotations, invoices, payments, correspondence, staffing, and compliance tasks are addressed daily.

Qualifications & Skills

• Diploma/Degree in Hospitality Management or related field.
• Minimum 3 years’ experience in reservations management, preferably in a luxury or safari lodge environment.
• Strong knowledge of PMS, CRS, and OTA extranets.
• Excellent numerical and analytical skills for revenue/yield management.
• Strong leadership, communication, and negotiation skills.
• Ability to multitask and work under pressure.
• High attention to detail and commitment to accuracy.
• Performance will be reviewed quarterly against departmental KPIs, guest/agent feedback, and compliance with daily operational standards.

Education

• Diploma or degree in Hospitality, Tourism, or a related field.

Experience

• +5 years experience in the similar position.

Skills

• Strong leadership and team management abilities.
• Excellent communication and interpersonal skills.
• Problem-solving and decision-making expertise.
• Proficiency in booking systems, Microsoft Office Suite, and property management systems.
• Knowledge of local attractions, travel options, and hospitality trends.
• Multilingual skills are advantageous.

Personal Attributes

• Professional, approachable, and guest-focused demeanor.
• High level of patience and adaptability in handling guest concerns.
• Ability to work under pressure and manage multiple priorities.
• Strong attention to detail and a proactive approach to service enhancement.

Working Conditions

• Availability to work flexible hours, including weekends and public holidays.
• May involve standing for extended periods.

Apply:
Please submit your CV and a cover letter outlining your suitability for the role to marketing@krugergatehotel.com

Deadline for applications is 15 October 2025. It is not always possible to reply to all applications, should you not hear back from us please consider your application as unsuccessful