Reservationist
Company: The Capital Hotels
Position: Reservationist
Location: Umhlanga, KwaZulu-Natal, South Africa
Postal Code: 4319
Employment Type: Permanent – Full-time
Salary: R12,000 – R14,000 per month
Job Reference: CD1649946UmhR
Closing Date: 1 October 2026
Job Purpose
The Reservationist will serve as an important point of contact for guests, travel agents and referral networks regarding accommodation reservations.
The successful candidate will handle reservation enquiries received through various communication channels, create and maintain accurate reservation records, issue confirmations and process cancellations and amendments in a timely and professional manner.
Key Responsibilities
The successful candidate will be responsible for:
Reservations Administration
Respond promptly and professionally to reservation enquiries from guests, travel agents and referral networks.
Handle reservation requests received by telephone, email, fax and central reservation systems.
Create and maintain accurate reservation records.
Maintain reservation information according to arrival dates and guest details.
Process new reservations accurately and efficiently.
Prepare and send reservation confirmation letters and documentation.
Process cancellations and reservation amendments promptly.
Ensure all reservation information is accurate and up to date.
Maintain confidentiality of guest and reservation information.
Guest and Client Service
Provide professional and friendly service to guests and clients.
Assist guests with reservation-related enquiries.
Communicate accommodation availability and reservation information accurately.
Handle guest requests and queries in a professional manner.
Build positive relationships with guests, travel agents and referral partners.
Ensure that all communication reflects the service standards of The Capital Hotels.
Systems and Administration
Capture and maintain reservation information on the hotel's reservation system.
Utilise the hotel's HMS and central reservation systems effectively.
Maintain accurate electronic and administrative records.
Ensure reservation documentation is complete and properly maintained.
Identify and resolve reservation discrepancies.
Escalate complex issues when required.
Assist with general reservations administration as directed by management.
Problem Solving and Incident Management
Apply a hands-on approach when dealing with reservation-related problems.
Remain calm and professional when working under pressure.
Take ownership of incidents and investigations where required.
Investigate and resolve reservation issues efficiently.
Escalate matters appropriately while maintaining control of the situation.
Ensure guest concerns are handled with professionalism and diplomacy.
Minimum Requirements
Applicants should meet the following requirements:
Matric / Grade 12.
Hospitality Diploma or equivalent qualification.
At least 2–3 years' previous experience as a Reservationist.
Knowledge and experience using a Hotel Management System (HMS).
Experience with Protel will be advantageous.
Strong written and verbal communication skills.
Excellent attention to detail.
Ability to work independently and as part of a team.
Ability to work effectively in a fast-paced hospitality environment.
Skills and Competencies
The ideal candidate should demonstrate:
Excellent customer service skills.
Strong communication and interpersonal skills.
Hands-on problem-solving ability.
Ability to remain calm under pressure.
Strong attention to detail and accuracy.
Excellent organisational and administrative skills.
Ability to handle confidential information with discretion.
High level of honesty and integrity.
Professional and presentable appearance.
Professional telephone and written communication.
Ability to work effectively as part of a team.
Ability to work independently and take initiative.
Strong diplomatic skills when dealing with sensitive matters.
Ability to lead by example.
Applicants who reside outside the city where the hotel is located should note that relocation costs will be for their own expense should their application be successful.
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