RESERVATION & ACCOMMODATION MANAGER – PAARL
Description
A Heritage Wine Estate is seeking an experienced Reservations and FOH Accommodation Manager to oversee and manage all accommodation bookings, ensuring seamless operations and guest satisfaction. This role requires a highly organized, detail-oriented professional with a minimum of 3 – 5 years of hospitality experience, strong leadership abilities, and expertise in reservation management systems. The successful candidate will also be responsible for Front of House Accommodation team managing, leading by example and providing hands-on guest service.
To apply, please send a CV by email to:
Key Responsibilities:
1. Reservations & Accommodation Management:
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Oversee all accommodation reservations especially, group/functions/weddings, ensuring efficient booking processes and maximum occupancy.
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Manage all OTA booking platforms including Apply Below, Semper, and other OTA (Online Travel Agency) systems.
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Monitor and adjust pricing strategies to optimize revenue and occupancy rates in accommodation with General Manager.
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Ensure accurate record-keeping of guest information, bookings, cancellations, and special requests.
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Handle group bookings, special events, and VIP reservations with precision and attention to detail.
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Conduct regular audits on reservations and system updates to maintain data integrity.
2. Front of House & Guest Relations:
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Serve as the main point of contact for all accommodation guests before, during, and after their stay.
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Greet and assist guests with check-in/check-out procedures, ensuring a seamless experience.
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Lead by example.
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Address guest complaints, and special requests in a professional and proactive manner.
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Work closely with the Housekeeping Manager and F&B teams to ensure guest rooms are prepared according to standards.
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Maintain a high level of guest satisfaction, handling issues efficiently to enhance the guest experience.
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Do ratings on Apply Below, Trip adviser and google.
3. Leadership & Team Management:
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Lead, train, and motivate the reservations and FOH Accommodation team, fostering a culture of excellence and professionalism.
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Conduct performance reviews, training sessions, and staff development programs.
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Ensure that all team members adhere to company policies, SOPs, and guest service standards.
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Manage staff schedules to ensure adequate coverage while maintaining labour efficiency.
4. Systems & Reporting:
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Utilize Apply Below, Semper, and other reservation platforms to monitor trends, analyse booking data, generate reports, update information and do weekly checking.
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Ratings on Apply Below, google, trip advisor and all other communication platforms will be checked daily to measure performance and general feedback of guest satisfaction.
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Prepare weekly and monthly reservation reports, highlighting occupancy rates, revenue performance, and trends.
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Work closely with the marketing team to optimize online presence and visibility on booking platforms.
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Identify and implement process improvements to enhance efficiency and service delivery.
5. Administrative & Financial Duties:
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Weekly recon on OTA ensuring monthly / weekly payments and deadlines are adhered to.
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Ensure all reservations are correctly invoiced, billed, and reconciled.
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Work closely with the finance team to manage deposits and payments when approved by the GM.
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Assist in budgeting and forecasting related to the accommodation sector.
Key Requirements:
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Minimum of 3 – 5 years’ experience in reservation management within the hospitality industry.
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Proficiency in Apply Below, Semper, and other online reservation systems.
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Experience in Front of House accommodation bookings and guest service management.
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Strong leadership and team management skills.
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Excellent communication and problem-solving abilities.
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Highly organized, detail-oriented, and able to handle high-pressure situations.
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Strong understanding of revenue management and pricing strategies.
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Hands-on, proactive, and guest-focused approach to service.
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Own reliable transport is essential.
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Hospitality hours, 3 weekends on, 1 weekend off and public holidays as required by the business.
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Be part of a prestigious and historic wine estate with a growing accommodation offering.
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Work in a dynamic and guest-focused environment.
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Opportunity for career growth and professional development.
If you meet the above criteria and are passionate about delivering exceptional guest experiences, we invite you to apply for this exciting opportunity!