Job Description

Key Responsibilities:

This role involves managing and resolving guest and reservation enquiries--both telephonically and in writing--with a focus on delivering outstanding service. The successful candidate will also handle a variety of administrative and general office tasks. This role involves handling complex written and telephone enquiries independently and with minimal supervision. A strong client-first approach is essential, with all interactions aligned to our high service delivery standards. The ability to remain calm and professional while dealing with complex or sensitive queries is critical to success in this role.

Core Duties Include:

Handling and resolving reservation and member-related queries across multiple channels Addressing guest concerns professionally, including difficult or conflict situations Providing accurate and timely support with minimal supervision Completing daily administrative duties according to operational processes Applying sound financial understanding to guest scenarios and queries Delivering consistently exceptional, "above and beyond" customer service

Minimum Qualifications and Experience

Matric (Grade 12) Proven experience in reservations and client service roles is essential Experience with resort properties and/or OTA (Online Travel Agency) platforms is highly advantageous Excellent written and verbal communication skills Strong financial acumen and ability to apply it in guest support situations High level of computer literacy and competence Ability to work well under pressure in a fast-paced environment A strong team player who can also work independently Experience in de-escalating conflicts and effectively resolving difficult or challenging client situations Willingness to work outside of standard office hours, including evening and weekend shifts

Key Competencies and Personal Attributes

Analytical and solution-oriented thinker Strong interpersonal skills with the ability to remain calm under pressure Dynamic, self-motivated, and performance-driven Exceptional communication and conflict resolution capabilities Passionate about delivering excellent service and exceeding expectations

South Africa's leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.

Ref#68/09