Reservations Agent

 Overview

• Our client is looking for two personable and detail-oriented Reservations Agent to join its team. This role is ideal for someone who takes pride in delivering exceptional service and understands the importance of creating memorable guest experiences from the very first enquiry.
• As the first point of contact for guests, travel agents and tour operators, you will manage bookings, prepare tailored itineraries and ensure every reservation is handled accurately and efficiently. You will work closely with various departments to coordinate each guest’s journey, while representing our clients commitment to outstanding hospitality, conservation and the unique experience of an African safari.

Minimum Requirements

• At least 2–3 years’ experience in a reservations role, preferably within luxury hospitality, lodges or the safari industry.
• Experience using a reservations or property management system such as ResRequest, PANStrat, Opera or a similar platform.
• Excellent written and verbal communication skills in English; additional languages will be an advantage.
• Strong organisational skills, attention to detail and the ability to manage multiple bookings and deadlines.
• A good understanding of the travel trade and international tourism market would be beneficial.
• A genuine interest in African travel, conservation and delivering high-end guest service.
• A professional, approachable and solutions-focused manner, with the ability to handle sensitive guest information discreetly.
• The ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to accommodate peak periods and urgent bookings outside standard working hours.

Key Responsibilities

• Respond to reservation enquiries by phone, email and online booking platforms, providing prompt, professional and personalised assistance.
• Manage the full booking process, from initial enquiry and itinerary preparation through to confirmation and pre-arrival arrangements.
• Maintain accurate guest records, reservations and booking information within the relevant systems.
• Build strong working relationships with travel agents, tour operators and direct guests to support repeat business and long-term partnerships.
• Liaise with front office, operations, sales and finance teams to ensure all guest arrangements are coordinated effectively.
• Identify opportunities to enhance guest experiences and increase revenue through lodge activities, private safari options and air transfers.
• Process booking amendments, cancellations and special requests efficiently, ensuring clear communication with all parties.
• Monitor deposits, invoicing and outstanding payments in line with company policies.
• Keep up to date with seasonal offers, conservation initiatives and operational developments to provide guests and travel partners with accurate information.
• Assist the Reservations Manager with reporting, booking audits and database maintenance.