Reservation Coordinator

Key Duties & Responsibilities:

1. Booking Execution

• Supplier Confirmations: Once a booking is confirmed, secure all supplier arrangements, including accommodation, transfers, and private chefs.
• Check-In Coordination: Send complete guest check-in procedures, including breakage deposits, property addresses, and host details, and ensure suppliers have full guest information.
• Calendar Management: Manage the master booking calendar to prevent double-bookings and conflicts.
• Changes & Cancellations: Process date changes, cancellations, and refunds in line with supplier policies.

2. Guest Communication

• Pre-Arrival: Handle all guest correspondence from confirmation through to arrival, including check-in details, breakage deposits, and special requests.
• Add-On Services: Source quotes for additional services such as private chefs, car hire, baby equipment, and tours.
• Arrival Logistics: Coordinate arrival logistics with property managers and suppliers, acting as the point of contact between booking and check-in.
• Welfare Check: Follow up with guests the day after arrival to confirm all is well, and escalate any issues to the property manager.
• In-Stay Support: Remain the guest’s point of contact throughout their stay, attending to requests or issues that arise right through to checkout.
• Payments: Ensure supplier invoices are loaded and paid, and that customer outstanding payments are kept up to date.

3. Post-Stay & Administration

• Reviews: Send review and feedback requests within 48 hours of checkout.
• Feedback Logging: Log guest feedback and flag issues to the Sales Manager.
• Records: Maintain accurate records in the booking system and CRM.
• Reconciliation: Reconcile supplier invoices against bookings.
• Damage Claims: Liaise with suppliers on any damage quotes and inform a CTLE representative of any claims.

4. Process Building

• Documentation: Document standard operating procedures for all booking workflows by the end of month 3.
• Continuous Improvement: Identify and flag bottlenecks or recurring issues to improve systems.
• Supplier Database: Maintain the supplier contact database with current rates and policies.

Technical Requirements:

• Experience: 2+ years in a coordination, admin, or operations role. Hospitality, travel, DMC, or events experience is strongly preferred.
• Communication: Fluent written and spoken English; a second language is a plus.
• Multitasking: Proven ability to manage multiple concurrent tasks without errors.
• Tech Savvy: Comfortable with booking platforms, CRMs, email platforms, and chat desks.
• Experience in luxury travel or high-end hospitality.
• Familiarity with supplier networks in Cape Town and the Western Cape.