{"id":1589748,"url":"https://alion.io/job/job-mail-reservations-coordinator","title":"Reservations Coordinator","company":{"id":701519,"name":"Job Mail","domain":"jobmail.co.za","url":"https://alion.io/company/job-mail","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":true,"listed_via":"jobmail.co.za","ats_vendor":"Schema","truth_index":{"grade":"C","score":65,"open_postings":6927,"ghost_share":0.489,"stale_share":0,"repost_share":0.711,"time_to_fill_p50_days":7,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Administrative","role_family":"Administrative","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Durban, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":17500,"period":"year","method":"role_seniority_country_remote_cell","sample_n":27},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-10-01T15:37:43Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-26T23:47:30Z","board_verified":false,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":2,"flags":["repost"],"days_open":27},"description":"Duties:Reservation Channels:\nThe Reservations Coordinator is responsible for monitoring and responding to reservation enquiries received through all relevant channels, including:\nReservation email accounts\nTelephone\nWebsite enquiries\nWhatsApp\nSocial media direct messages\nTravel agents and tour operators\nBooking platforms\nAny additional enquiry channels introduced by the business.\nNo commercial enquiry should remain unattended because it arrived through a secondary channel.The Reservations Coordinator must monitor these channels consistently during the working day and ensure enquiries are either handled directly or passed to the correct person.\nReservations and Conversion:\nRespond promptly and professionally to enquiries.\nUnderstand the guest’s requirements before quoting.\nRecommend the most appropriate room, suite, villa, package or alternative dates.\nPrepare accurate quotations.\nClearly explain inclusions, deposit requirements, payment terms and cancellation conditions.\nFollow up outstanding quotations and provisional bookings.\nActively seek to convert enquiries into confirmed reservations.\nWhere the requested option is unavailable, suggest suitable alternatives rather than simply declining the enquiry.\nIdentify opportunities for longer stays, higher room categories and relevant experiences.\nMaintain strong knowledge of all properties, rates, packages, offers and experiences.\nTreat each enquiry as both a guest service opportunity and a sales opportunity.\nConfirmation and Booking Control:\nThe Reservations Coordinator is responsible for ensuring bookings move correctly from enquiry to confirmed reservation.\nResponsibilities include:\nMonitor all provisional and unconfirmed reservations\nEnsure deposits are requested within agreed timelines\nFollow up outstanding deposits\nEnsure payments received are correctly identified and allocated to the relevant booking\nEnsure bookings meet the agreed confirmation criteria before being treated as confirmed\nMonitor option dates and release dates\nApply agreed cancellation and confirmation terms consistently\nRelease reservations where confirmation requirements have not been met, following the appropriate procedure\nEnsure bookings do not remain indefinitely in provisional or unconfirmed status\nMonitor outstanding balances prior to arrival\nEscalate payment or confirmation issues where necessary\nThe reservation system must accurately reflect the actual status of each reservation.Deposits and payment administration\nIssue deposit and payment requests accurately.\nRecord deposits and payments against the correct reservation.\nWork closely with Finance to reconcile payments.\nInvestigate unidentified payments promptly.\nMaintain clear records of amounts received and amounts outstanding.\nEnsure no booking is treated as confirmed without meeting the agreed payment and confirmation requirements.\nEscalate unresolved payment discrepancies promptly.\nEnsure the property team has an accurate understanding of which reservations are genuinely confirmed.\nTrade Reservations:\nProcess bookings received from tour operators, travel agents and DMCs.\nUnderstand and correctly apply contracted rates, nett rates, commissions and booking terms.\nMaintain accurate company and agent profiles.\nEnsure confirmations reflect the agreed commercial terms.\nAssist with series, allocation and contracted trade bookings.\nSupport the Trade Sales & Marketing Coordinator with trade administration.\nDevelop a good working knowledge of important trade partners and their requirements.\nTrade allocations and pickup\nMaintain accurate records of rooms held for operators.\nMonitor pick up against agreed allocations.\nTrack option dates and release periods.\nAlert the Trade Sales & Marketing Coordinator when pickup is below expectation.\nFollow up operators where required.\nEnsure unused inventory is released in accordance with agreed terms.\nEnsure held inventory does not unnecessarily restrict availability for other bookings.\nMaintain accurate records of allocation changes, releases and confirmed reservations.\nReservation Accuracy:\nEnsure guest names, dates, room types, rates, packages and inclusions are correct.\nCheck market segment, source and agent information.\nMaintain accurate guest and agent profiles.\nAvoid duplicate profiles.\nRecord relevant guest preferences and information in the correct profile fields.\nEnsure special arrangements and commitments are accurately communicated to the property.\nConduct regular checks of future reservations for completeness and accuracy.\nGuest Communication and Sales:\nEngage naturally with guests to understand what they are looking for.\nRecommend the most appropriate accommodation and experiences.\nIdentify opportunities to extend length of stay.\nRecommend relevant dining, spa, transfers and experiences where appropriate.\nCommunicate confidently with both direct guests and travel professionals.\nFollow enquiries until they are either converted or legitimately closed.\nMaintain a warm, professional and responsive communication style.\nWorking with the Trade Sales & Marketing Coordinator:\nThe Reservations Coordinator and Trade Sales & Marketing Coordinator are expected to work closely and provide cover for one another.\nThe Reservations Coordinator should therefore develop sufficient understanding of:\nKey trade accounts\nContracted rates\nPromotions\nAllocations\nBooking terms\nDistribution\nCommercial policies\nDuring periods of leave or absence, the Reservations Coordinator may assist with selected trade and commercial administration.The Trade Sales & Marketing Coordinator will in turn assist with reservations during busy periods or when the Reservations Coordinator is unavailable.\nShared Responsibility:\nBoth roles are responsible for maintaining good commercial discipline within the reservations function.\nThis includes ensuring:\nEnquiries are responded to\nReservations are followed through\nProvisional bookings are actively managed\nDeposits and payments are followed up\nPayments are correctly allocated\nConfirmation and cancellation terms are applied\nOperator allocations are monitored\nInventory is released when required\nReservation information is accurate\n Requirements:Grade 12\nA formal qualification\nMinimum 1 year experience with Opera or a similar property management system.\nAt least 2+ years previous hotel, lodge or hospitality reservations experience.\nExperience in a luxury or high-quality hospitality environment preferred.\nExperience working with travel agents, tour operators or DMCs advantageous.\nStrong understanding of reservation systems.\nStrong numerical ability and confidence working with rates, payments, deposits and commissions.\nExcellent written and spoken English.\nExceptional attention to detail.\nStrong organisational and follow-up skills.\nCommercially minded and comfortable selling.\nConfident telephone and written communication.\nAble to manage multiple communication channels simultaneously.\nAble to work accurately under 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