Bookings & Reservation Officer – Polokwane – Department Of Tourism

About the Role

The Department of Tourism is seeking a dedicated Bookings & Reservation Officer to join their team at the Head Office in Polokwane. This role is vital as it directly enhances the experience of visitors exploring South Africa’s beautiful resorts and wildlife. As a Bookings & Reservation Officer, you will be at the forefront of managing inquiries, ensuring guests receive the best accommodation and activity options to create unforgettable memories in our stunning nature reserves.

In this position, you will engage with guests through various channels, including telephone and online platforms. Your commitment to excellent customer service will be essential in providing detailed information about the resort’s offerings, from thrilling game drives to serene hiking trails. This role not only supports the operational success of the resorts but also plays a crucial part in promoting conservation and community-based experiences, making a meaningful impact in the public service sector.

About the Department

The Department of Tourism is dedicated to promoting sustainable tourism development in South Africa. By enhancing visitor experiences and supporting local communities, the department plays a critical role in driving economic growth and fostering environmental stewardship. Working in this department offers a unique opportunity to contribute to the preservation of South Africa’s rich natural heritage and cultural diversity, making each day fulfilling and impactful.

What You’ll Do

• Manage and process all booking inquiries via telephone, email, and online platforms.
• Provide comprehensive information about accommodations, wildlife activities, conservation projects, and dining options.
• Update and manage the reservation system, including guest preferences and special requests.
• Collaborate with resort staff and operations teams to ensure activity and accommodation availability.
• Send booking confirmations, invoices, and pre-arrival communication to guests and resort officials.
• Coordinate group and package bookings, including tailored itineraries and activities.
• Monitor occupancy levels and suggest strategies to optimize lodging capacity.
• Handle cancellations, changes, and no-shows in accordance with the Reservations policy.
• Assist in managing relationships with booking agents, tourism boards, and online travel platforms.
• Address clients’ queries, complaints, and compliments with professionalism.
• Maintain accurate filing and documentation for reservations.
• Liaise with the IT unit for upgrades to the Online Reservations and Booking System.
• Prepare regular booking reports for management review.
• Compile and verify data on revenue activities, booking statistics, and guest profiles.
• Review and improve reservation policies and procedures periodically.
• Administer complementary bookings and review annual tariffs.
• Develop terms and conditions for reservations and identify upselling opportunities.
• Contribute to promotional campaigns and seasonal offers based on booking trends.

What You’ll Need

• An NQF 6 qualification in Tourism Management, Hospitality Management, Business Management, or equivalent.
• Two to three years of experience in the bookings and reservation field or front office role in a lodge, resort, or eco-tourism setting.
• A valid driver’s license (with exceptions for persons with disabilities).
• No criminal record.
• Strong computer literacy and analytical skills.
• Excellent conflict management and problem-solving abilities.
• Client-oriented mindset with a focus on customer service.
• Strong verbal and written communication skills.
• Ability to work under pressure and manage multiple tasks.

How to Apply

Please submit your application before the closing date as late applications will not be considered.