Reservations Manager - Luxury Lodges
RPK Management Services
Our company is a purpose-driven luxury hospitality company committed to regenerative travel, community upliftment, and exceptional guest experiences across Southern Africa. We operate with integrity, innovation, and a deep respect for people and place. Our core values— Service, Society, Stewardship & Wellbeing guide every decision we make, from how we engage with guests to how we empower our teams and partners.
Manage and optimise the reservations function by ensuring efficient processing of bookings, maximising room occupancy and revenue, maintaining accurate reservation records, and delivering exceptional customer service — while overseeing reservation systems, inventory control, rate management, and team performance in collaboration with Sales, Revenue Management, Front of House, and Operations.
1. Reservation Operations Management
- Receive and process all reservations from various booking channels completely and accurately
- Confirm, amend, and cancel reservations promptly
- Allocate rooms according to guest requirements and operational needs
- Maintain reservation records in the Property Management System (PMS)
- Coordinate VIP bookings and special guest requests
2. Revenue & Yield Management
- Monitor occupancy and booking pace
- Apply approved pricing and yield management strategies
- Control room inventory to optimise occupancy
- Reduce overbookings and minimise room spoilage
- Monitor Average Daily Rate (ADR), Occupancy, and RevPAR
- Recommend promotions during low-demand periods
3. Team Leadership & Staff Development
- Supervise and support reservations staff
- Allocate daily workloads
- Conduct training and coaching sessions
- Monitor staff productivity
- Conduct performance reviews
- Ensure compliance with reservation procedures and service standards
4. Reporting, Analysis & Forecasting
- Prepare daily, weekly, and monthly reservation and revenue reports
- Analyse booking trends and market segments
- Produce occupancy forecasts
- Monitor cancellations and no-show trends
- Report on reservation KPIs
- Present reservation performance to management
5. Compliance, Systems & Process Improvement
- Ensure accurate use of the PMS and reservation systems
- Maintain guest data integrity
- Audit reservation records for accuracy
- Update rate codes, packages, and room categories
- Develop and improve reservation Standard Operating Procedures (SOPs)
- Ensure compliance with company policies and data protection requirements
6. Distribution Channel Management
- Manage OTA, GDS, website, and travel agent bookings
- Ensure rate parity across all booking channels
- Update room availability and restrictions
- Resolve channel connectivity issues
- Monitor production from online travel agents and corporate partners
- Review channel performance and recommend improvements
Job Experience
- Minimum of 5 years' experience in a high-end lodge / hospitality reservations team
- Minimum 2 years leadership experience within hospitality / tourism
Education
- Matric / High School certificate
- Formal hospitality or tourism certificate/diploma
Job Knowledge
- Strong understanding of lodge operations in remote, high-end hospitality environments
- Familiarity with luxury guest experience standards and service delivery in challenging locations
- Strong understanding of hospitality industry regulations, reporting standards, and sustainability practices
Job-Related Skills
- Excellent organisational and time-management skills with strong attention to detail
- Professional communication and presentation abilities for guest and stakeholder engagement
- Problem-solving capability with a proactive, dependable approach to operational challenges
- Ability to lead, coach, and motivate staff while maintaining service standards
- Competence in management reporting and operational leadership
Salary to be discussed
Bonus Eligibility: Discretionary performance bonus post-probation, subject to company policy.
Annual Leave: 20 working days per 12-month cycle, accrued monthly.
Working Hours: Flexible, with expectation to work weekends/public holidays as needed.
Location Flexibility: May be assigned to alternate offices based on operational needs.
Probation Period: 3 months & Notice Period: 1 week during probation; thereafter per company policy.
