Reservation Manager

THE MISSION

You are the first step in creating Mamas unforgettable guest journeys ensuring every reservation is handled with care every detail is captured and every guest feels welcomed before they even arrive.

As our Reservation Manager youll play a key role in driving occupancy optimising revenue and delivering a seamless booking experience during Mama Shelter Cape Towns exciting pre-opening journey. Working closely with the Front Office Sales Revenue and Operations teams youll help build a reservation culture that is efficient personalised and full of Mamas signature energy.

Heres what youll be responsible for:

• Reservation Excellence  Manage all reservation activities ensuring bookings are processed accurately efficiently and in line with Mama Shelter standards.
• Guest Journey Champion  Create personalised guest interactions from the first enquiry ensuring every reservation reflects Mamas warm vibrant and welcoming personality.
• Revenue & Optimisation Partner  Work closely with Revenue Management and Sales teams to maximise occupancy monitor booking patterns and support strategies that drive business performance.
• Pre-Opening Setup Specialist Support the setup of reservation processes systems standards and procedures ahead of opening ensuring the team is ready to deliver exceptional service from day one.
• Systems & Detail Expert  Maintain accurate reservation records across systems manage room inventory and ensure all guest information preferences and requests are captured correctly.
• Communication Connector  Collaborate with Front Office Sales Revenue and Operations teams to ensure smooth communication and a seamless guest experience from booking to arrival.
• Team Support & Development  Support guide and inspire the reservations team encouraging a proactive guest-focused and solutions-driven approach.
• Problem Solver  Handle guest enquiries special requests and reservation challenges with professionalism empathy and a positive mindset.
• Standards Guardian  Ensure all reservation processes follow Mama Shelter Ennismore and hotel operating standards while maintaining accuracy and consistency.

Mama Shelter Cape Town is looking for someone who loves creating connections as much as they love organisation someone who brings energy attention to detail and a passion for hospitality to help build memorable guest experiences from the very beginning.

Qualifications :

MADE FOR YOU ONLY IF

• You have 3 years experience in reservations front office or guest services within a hotel lifestyle property luxury hospitality or high-volume accommodation environment.
• You have excellent communication skills and a natural ability to create warm personalised interactions that make guests feel valued.
• You understand hotel reservation processes room inventory management rate structures and the importance of accuracy in a fast-paced environment.
• You are comfortable working with hotel systems and reservation platforms with experience in Opera or similar PMS systems considered an advantage.
• You understand the impact of reservations on hotel performance and can support strategies that maximise occupancy and revenue opportunities.
• You are highly organised accurate and able to manage multiple priorities while maintaining exceptional standards.
• You enjoy working across departments and building strong relationships with colleagues to create seamless guest experiences.
• You bring curiosity initiative and a hands-on mindset embracing the opportunity to help build something special with Mama.

YOUR LITTLE EXTRAS

• Experience supporting a hotel opening or transition phase
• Previous experience in lifestyle boutique or luxury hospitality environments
• Knowledge of Opera PMS reservation systems and channel management tools
• Understanding of revenue management principles and distribution channels
• Experience training or mentoring reservation/front office teams
• International hospitality experience is a plus

WORK AUTHORISATION

• Applicants must already hold valid work rights/work authorisation for South Africa. Visa sponsorship is not available for this position. Candidates must be legally eligible to work in the country where the role is based.

Additional Information :

Next were sure you know the tune :

• First melody: At Mama no AI! We review your application in person and take the time to understand your background.
• First verse: We organise an initial telephone interview with our People & Culture Team to see if your application fits in with our rhythm.
• Chorus: Once youve passed the phone interview well arrange a remote meeting or a meeting at Mama to meet the Gang! 
• Last verse: Naturally youll receive a response from us within two to three weeks at the latest whether its a or a .

Remote Work :

No

Employment Type :

Full-time