Online Booking & Guest Relations Manager (Remote)

A private luxury nature reserve near Montagu, Western Cape, offering 5-star accommodation and carefully curated, high-touch stays; is seeking an experienced Online Bookings & Guest Relations Manager. This is a South Africa-based remote position; with occasional visits to the property. The successful candidate will own the guest journey from the first online enquiry through to post‑stay follow‑up, working closely with the on‑site team whenever a physical response is required. You will manage the full online reservations and guest‑relations function, combining exceptional guest service with strong commercial and booking performance.

Key responsibilities include:

• Manage direct, website and OTA enquiries and bookings across all channels.
• Own pre‑arrival, in‑stay and post‑stay guest communication, including WhatsApp concierge support.
• Maintain availability, rates, restrictions and inventory across the PMS and channel manager.
• Convert enquiries, follow up provisional bookings and support occupancy and revenue targets.
• Coordinate access information, special requests and seamless handovers to the on‑site team.
• Handle guest recovery within agreed authority and elevate operational issues promptly.
• Track occupancy, pickup, conversion, guest feedback and booking‑source performance.
• Identify opportunities to improve conversion, guest experience and revenue performance.

Requirements:

• You will have strong reservations and guest‑relations experience within a luxury lodge, boutique hotel, villa or similarly high‑touch hospitality environment.
• You should be confident using cloud‑based PMS and channel‑management systems, OTAs, online payment platforms and WhatsApp Business.
• Excellent written and spoken English, polished communication, calm judgement and strong attention to detail are essential.
• You must be comfortable working independently from a reliable remote setup and be based in South Africa, with the ability to visit the Montagu property occasionally.
• Revenue‑management experience will be a strong advantage.