We are now recruiting for our client, a 4* star Lodge and Spa based in Magaliesburg, Gauteng for a Reservations Manager
Job Purpose
To oversee and manage the reservations department, ensuring optimal occupancy, revenue maximisation, and exceptional guest service standards aligned with a four-star lodge & spa experience. The Reservations Manager is responsible for managing booking systems, distribution channels, forecasting, reporting, and ensuring seamless communication between reservations, front office, sales, and operations teams.
Key Responsibilities
1. Reservations & Revenue Management
· Oversee all reservations (direct, OTA, corporate, group, spa packages).
· Ensure accurate and timely processing of bookings.
· Manage room inventory, rate loading, and availability.
· Monitor daily pickup, occupancy, ADR, and RevPAR.
· Implement yield and pricing strategies in collaboration with management.
· Manage OTA platforms (e.g., Booking.com, Expedia) and channel manager systems.
· Control allotments and contracted rates.
2. Guest Experience & Service Standards
· Ensure all guest enquiries are handled professionally and within response time standards.
· Personalise bookings (special occasions, spa packages, dietary needs).
· Manage VIP reservations and special requests.
· Resolve booking-related guest complaints promptly and effectively.
3. Systems & Administration
· Oversee Property Management System (PMS) accuracy.
· Ensure all reservation records are updated and compliant.
· Generate daily, weekly, and monthly reports.
· Maintain filing systems and reservation documentation.
· Conduct regular system audits to prevent overbookings.
4. Team Leadership
· Supervise and train reservations staff.
· Develop SOPs for reservations processes.
· Conduct performance reviews and training needs analysis.
· Ensure coverage during peak seasons and high-demand periods.
5. Financial Control
· Forecast occupancy and revenue.
· Assist with budgeting and rate strategy.
· Monitor commission payments and OTA reconciliations.
· Minimise no-shows and cancellations through policy enforcement.
6. Sales & Marketing Collaboration
· Work closely with Sales & Marketing on promotions and packages.
· Assist with spa and accommodation bundling strategies.
· Analyse booking trends and market segments.
· Support local and international travel agent relationships.
—
Minimum Requirements
Qualifications
· Diploma or Degree in Hospitality Management, Tourism, Business Administration, or related field.
Experience
· Minimum 3–5 years’ experience in reservations or front office in a 4-star or 5-star property.
· At least 2 years in a supervisory or managerial role.
· Experience within lodge, boutique hotel, or spa environment advantageous.
Technical Skills
· Proficient in PMS (e.g., Apex, Opera, Protel, NightsBridge, etc.).
· Strong knowledge of OTA platforms and channel managers.
· Advanced Microsoft Excel skills.
· Revenue management knowledge.
· Understanding of South African hospitality market.
Personal Attributes
· Strong attention to detail.
· Excellent communication skills (verbal and written).
· Strong organisational and time-management skills.
· Analytical mindset.
· High level of professionalism and guest focus.
· Ability to work under pressure and during peak periods.
Key Performance Indicators (KPIs)
· Occupancy %
· ADR (Average Daily Rate)
· RevPAR
· Response time to enquiries
· Booking accuracy rate
· OTA ranking performance
· Guest satisfaction scores related to reservations process
Advantageous
· Knowledge of spa reservations integration.
· Experience in luxury leisure market.
· Familiarity with Magaliesburg tourism and wedding/conference market.
To apply please mail your full updated cv with contactable references to admin1@cedar-wood.co.za