Job Description: Reservations Manager (Full-Time)
Location: Cape Town, South Africa
About Us
Charles Hope Apartments is a growing portfolio of premium serviced apartments and aparthotels across the United Kingdom and internationally. We provide modern, stylish accommodation for business and leisure travellers, combining exceptional guest service with innovative technology to create seamless stays.
As part of our continued growth, we are seeking an experienced and driven Reservations Manager to lead our Cape Town-based Reservations Team, supporting our expanding portfolio of UK properties and our Cape Town aparthotel.
About the Role
As the Reservations Manager, you will be responsible for overseeing the day-to-day performance of the reservations function across Charles Hope’s portfolio. You will lead and develop a team of Reservations Agents, ensuring booking enquiries are handled efficiently, occupancy opportunities are maximised, and guests receive exceptional service from the moment they make contact with us.
Working closely with the Revenue, Operations, and Guest Services teams, you will play a key role in driving revenue performance, maintaining booking accuracy, and ensuring a seamless customer journey across all properties.
Key Responsibilities
- Lead, manage, and support a team of Reservations Agents, providing coaching, training, performance management, and ongoing development
- Oversee all reservation enquiries received via telephone, email, live chat, online travel agencies, and direct booking channels
- Manage relationships with apartment agencies, corporate clients, relocation companies, and other booking partners
- Work closely with the Revenue Team to implement pricing strategies and maximise occupancy, ADR, and revenue performance
- Liaise with Operations and Guest Services teams to ensure smooth guest arrivals and resolve any pre-arrival concerns
- Monitor reservation activity and booking trends, identifying opportunities to increase conversion and occupancy
- Maintain accurate reservation records and booking data across all property management and customer relationship management systems
- Produce and distribute reservation reports, forecasts, and performance metrics to key stakeholders across the business
- Ensure reservations are processed accurately and in line with company policies and service standards
- Support the onboarding and integration of new properties into reservation systems and operational processes
- Review and improve reservation processes to drive efficiency, guest satisfaction, and commercial performance
- Ensure all guest communication is professional, timely, and aligned with the Charles Hope brand
- Assist with escalated booking enquiries, complaints, and complex reservation requirements when required
Requirements
- Proven experience in a Reservations Manager, Senior Reservations Agent, or similar hospitality leadership role
- Previous experience within serviced apartments, hotels, aparthotels, or hospitality operations
- Experience managing relationships with apartment agencies, corporate clients, and relocation companies
- Strong leadership and people management skills with the ability to motivate and develop teams
- Excellent communication and interpersonal skills
- Strong commercial awareness with an understanding of occupancy, revenue management, and booking performance
- Experience working across multiple properties and international markets is highly advantageous
- Proficiency in Property Management Systems (PMS), booking platforms, channel managers, and CRM systems
- Advanced organisational and administrative skills with exceptional attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Strong analytical and reporting capabilities
- Proficiency in Microsoft Office, particularly Excel and reporting tools
- Knowledge of the UK hospitality and serviced apartment market would be advantageous
Working Hours & Coverage
- Full-time position based in Cape Town
- Standard working hours are Monday to Friday
- Participation in management duty coverage and operational support may be required when necessary
What We Offer
- The opportunity to be part of an exciting international hospitality business
- A supportive, collaborative, and guest-focused working environment
- Opportunities for professional growth and career development
- Exposure to an international portfolio of serviced apartments and aparthotels
- Ongoing training and development opportunities
- The chance to contribute to the continued growth and success of the Charles Hope brand
Job Types: Full-time, Permanent
Pay: R22 000,00 - R28 000,00 per month
Application Question(s):
- Why are you applying for this position and how is your experience relevant for this role? ( we will only shortlist candidates who provide an answer ( 300 words minimum)) .
Experience:
- reservation: 3 years (Required)
- hospitality: 3 years (Required)
Language:
Work Location: In person
