Reservations Manager - Kalahari at Kontak Recruitment

About the Role

• As Reservations Manager, you will oversee all reservation operations, ensuring every guest receives a seamless and personalised experience from their initial enquiry through to arrival. Working closely with travel agents, tour operators, direct guests, and internal departments, you will maximise occupancy, optimise revenue, and maintain the exceptional standards that define the reserves experience.

Minimum Requirements:

• 3–5 years' experience in Reservations or Front Office within luxury hospitality or the safari industry.
• Experience leading or supervising reservations teams.
• Strong understanding of Southern African travel and safari logistics.
• Proven experience working with travel agents and tour operators.
• Proficiency with reservation systems such as Panstrat, NightsBridge, ResRequest, or similar.
• Fluent in English. Additional languages such as French or German would be advantageous.

Key Responsibilities:
Reservations & Guest Experience

• Lead the day-to-day reservations function across all camps.
• Manage the complete guest booking journey from enquiry to arrival.
• Ensure all reservations are processed accurately, efficiently, and professionally.
• Coordinate guest preferences and special requests with operational teams.
• Deliver personalised communication aligned with resorts luxury service standards.

Trade Relations & Sales Support

• Build and maintain strong relationships with travel agents, DMCs, and tour operators.
• Provide partners with timely updates on availability, promotions, and new experiences.
• Support trade training and strengthen long-term commercial partnerships.

Revenue & Performance

• Monitor occupancy, booking trends, and revenue performance.
• Assist with forecasting, budgeting, and reporting.
• Identify opportunities to maximise occupancy and yield.

Systems & Operations

• Ensure accurate reservation records, payments, and booking integrity.
• Maintain reservation systems and ensure compliance with operational procedures.
• Collaborate with Finance and Hospitality teams to ensure seamless guest arrivals.

Leadership

• Lead, mentor, and develop the Reservations team.
• Foster a culture of service excellence, collaboration, and continuous improvement.
• Drive high performance through coaching, support, and accountability.

Skills & Knowledge

• Excellent communication and relationship-building skills.
• Strong organisational and planning abilities.
• High attention to detail and accuracy.
• Ability to perform effectively in a fast-paced environment.

Personal Attributes

• Passion for luxury hospitality, wildlife, and conservation.
• Exceptional customer service mindset.
• Professional, ethical, and trustworthy.
• Strategic thinker with a hands-on approach.
• Calm under pressure with excellent problem-solving abilities.
• Inspirational leader who enjoys developing people.