Reservationist at Newmark Hotels

Job Advert Summary    

• The Reservationist is responsible for managing all guest reservation requests, modifications, and cancellations across various channels, including phone, email, and third-party platforms. This role requires delivering exceptional customer service, maximizing room occupancy and revenue, and ensuring all guest interactions reflect The Catalyst Hotel’s standards and values.
• The successful candidate will maintain up-to-date knowledge of hotel operations, services, and local offerings to effectively assist guests and promote additional products and services.

Minimum Requirements    

• Experience: 1–3 years in hotel reservations or front office management, with previous experience.
• Technical Knowledge: Proficiency in Property Management Systems (PMS) like Opera Cloud and channel management tools like FreshDesk. Strong command of Microsoft Office Suite
• Analytical Skills: Ability to analyse market trends, demand, and room inventory to make pricing decisions.
• Communication: Strong interpersonal skills for client negotiation and team management. 
• Exceptional attention to detail and organizational skills.
• Ability to work under pressure, prioritize tasks, and handle multiple requests
• Customer-focused mindset with a proactive approach to service

Duties and Responsibilities    

• Manage and process all reservation requests, amendments, and cancellations accurately and efficiently via telephone, email, and third-party booking platforms
• Identify guest needs and recommend suitable room types and packages
• Verify room availability, applicable rates, and ensure accurate bookings on the Opera system (PMS)
• Clearly communicate & guarantee policies, special rates, terms, and cancellation policies to guests
• Capture and maintain accurate reservation data, including special requests and preferences
• Update and manage daily room availability and occupancy levels in Opera
• Liaise closely with the Sales team and assist in following up on leads and potential business opportunities
• Coordinate conference and event bookings in collaboration with the Food & Beverage and Restaurant teams
• Provide detailed information about hotel facilities, services, and room offerings
• Maintain thorough knowledge of the hotel, surrounding areas such as Sandton and Johannesburg, local attractions, and current events to assist guests effectively
• Upsell hotel products, services, and experiences to maximize revenue

Guest Service & Operations

• Deliver attentive, courteous, and professional service at all times
• Anticipate guest needs and proactively resolve potential issues
• Handle guest queries and complaints efficiently and with professionalism
• Ensure a high level of guest satisfaction through accurate information and timely follow-up
• Support other departments and step in where required to ensure smooth operations
• Attend team meetings and training sessions as required

General Duties

• Maintain a strong understanding of hotel procedures, policies, and standards
• Assist with administrative and operational tasks as required by management
• Perform any additional duties as assigned by supervisors or management

CORE COMPETENCIES

• Clear communication skills – both written & verbal
• Presentable, well-spoken & professional individual
• Fluent in English, both oral and written.
• Good understanding of Maths
• Good Knowledge of the Reserves’ Software(OPERA)
• Customer service orientated
• Excellent communication and organizational skills
• Ability to deal with guests
• Excellent time management skills
• Ability to take initiatives
• Good decision-making abilities
• Good use of MS software such as Excel and Word

Deadline:2nd April,2026