Reservations Manager

VACANCY

The Makokola Retreat is a luxury resort renowned for its serene setting, world-class service, and commitment to creating unforgettable experiences for our guests. We offer a unique blend of natural beauty and upscale amenities, providing a tranquil retreat for both leisure and business travelers.

As one of the best destinations in Malawi, we are dedicated to upholding the highest standards in hospitality and customer service, while embracing the warmth and charm of African culture.

Reservations Manager

About The Role

You will head our Reservations department managing all booking channels, maximizing occupancy, and ensuring a seamless customer journey from inquiry through arrival.

Key Responsibilities

Reservation Management:
Oversee all aspects of the reservation process, including handling inquiries, managing bookings, confirming reservations, and resolving issues.
Team Leadership:
Recruit, train, and manage reservations staff, ensuring they provide excellent guest service and meet performance goals.
Revenue Optimization:
Implement strategies to maximize room bookings and revenue, including pricing adjustments and room allocation during peak periods.
System Management:
Maintain and update the property management system (PMS) to ensure accuracy of room availability and rates.
Reporting and Analysis:
Generate reports on booking trends, occupancy rates, and revenue performance to inform management decisions.
Collaboration:
Work with other departments, such as sales and marketing, to coordinate room blocks, special requests, and seasonal changes.
Customer Service:
Address guest inquiries and concerns, ensuring a positive and efficient booking experience.
Compliance:
Adhere to hotel policies and procedures, including those related to reservations and guest service.
Revenue Management:
Manage room availability and rates to maximize revenue potential.

Qualifications & Skills

• Education: Diploma in Hospitality Management or related field
• Experience: Minimum 3 years’ experience in reservations or front-office management within a hospitality establishment
• Technical: Proficiency with Semper Property Management System will be an added advantage
• Analytical: Strong grasp of revenue management principles; able to interpret data to drive booking strategies
• Communication: Clear, professional verbal and written skills; excels at multi-tasking in a high-volume environment
• Customer Focus: Empathetic, detail-oriented and committed to delivering a personalized guest experience
• Strong customer service and communication skills.
• Excellent organizational and problem-solving skills.
• Experience in sales, marketing, or customer service.
• Ability to manage multiple priorities and deadlines.

How to Apply
Please send your CV, qualifications and a brief cover letter in one pdf document outlining your suitability to

The Human Resource Manager

The Makokola Retreat (1992) Ltd

P.O. BOX 59

Mangochi.

Email: hr@makokola.com by 15 May 2025 (17:00pm). Only shortlisted candidates will be contacted.