Reservation & Guest Relation Manager

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ATTENTION AMBITIOUS APPLICANTS: At Kumi, we treat our business and our team with immense care, which means we do not filter human potential based on an uploaded CV alone. We have a deliberate, 4-step application process outlined below. Only candidates who invest the time to complete our assessment and follow through with the second step will have their profiles reviewed by our team. Thank you.

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Hi! Are you a highly adaptable professional with an outstanding talent for seamless coordination, operational excellence and impeccable attention to detail? Do you thrive in dynamic environments, gracefully navigating change with resilience? If this is true for you and you have a deep passion for genuine hospitality as well as delivering exceptional guest experience, this position might be the perfect opportunity for you!

• Location: Our Offices in Camps Bay, Cape Town
• Employment: Full-Time
• Starting Date: Immediately or upon agreement

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What We Do at Kumi and Why

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Specialising in the vacation rental business, our purpose goes way beyond successfully managing rental properties and beautiful holiday homes along the Atlantic Seaboard. At Kumi, with a team of highly motivated and passionate people, we turn houses into homes and vacations into unforgettable memories, enriching the lives of our guests, homeowners and ourselves.

Our space at Kumi is inclusive, where everyone feels valued and safe to be themselves. We support each other to grow and learn every day, ensuring that work brings purpose and fulfilment to our lives. By joining Kumi, you will be part of a journey that goes beyond professional success, contributing to a legacy of mindful luxury and sustainable excellence.

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Your Role in This

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As our Reservation & Guest Relation Manager, you are a vital link between our guests, our property owners, and the entire Kumi team. From managing initial inquiries and securing bookings with precision, to curating bespoke itineraries and coordinating seamless arrivals, you will embody the Kumi ethos of personalised care and outstanding service quality from the very first touchpoint.

Note: This full-time, permanent position requires availability to work weekends, involves working shifts, with certain shifts requiring a rotating on-call schedule for after-hours emergencies. It is based in Camps Bay, Cape Town, and applicants must be able to reliably commute to work.

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Your Unique Profile

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Personal Qualities

• Great, natural affinity for people and passionate about hospitality.
• Open-minded, energetic, and flexible/adaptable personality.
• Team player with excellent communication and interpersonal skills.
• Precision and reliability: Handle your tasks with care and accuracy.
• A strong sense of responsibility, exceeding the average!
• Positive attitude and able to cope with challenging situations.
• Outstanding capability to develop practical solutions with a can-do spirit.
• Resilience and dedication: perseverant and willing to go the extra mile.
• Attentive and thoughtful, paying close attention to details that enhance guest experience and ensure operational excellence.

Professional Skills

• Minimum 1 year experience in luxury hospitality and/or holiday rental reservations.
• Proficiency with property management systems (PMS), booking platforms/OTAs, and digital tools for managing reservations and ensuring smooth operations.
• Excellent verbal and written English communication skills.
• Strong organisational skills to handle bookings, schedule itineraries, and manage administrative tasks with precision.
• Excellent cultural sensitivity and adaptability, allowing you to cater to diverse guest needs and preferences with professionalism and care.
• Sound knowledge of Cape Town and South Africa, with an understanding of travel logistics and the ability to create bespoke, personalised itineraries.
• Ability to anticipate guest expectations, providing thoughtful recommendations.
• Confidence in using digital communication tools, ensuring clear, professional, and timely interaction with guests and team members on all levels.
• Upselling and cross-selling skills to highlight additional services, experiences, or upgrades that add value to guest stays.
• A deep understanding of travel logistics within Cape Town and South Africa, coupled with the ability to craft bespoke, personalised itineraries.
• Capability to multitask effectively, managing both guest relations and operational tasks in a fast-paced environment without compromising quality.

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Your Key Responsibilities

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• Reservation Management: Attend all reservation inquiries promptly using PMS, OTAs, and other relevant systems. Maintain live calendars and update booking schedules accurately to ensure seamless coordination.
• Responding to Reservation and Guest Related Issues: Quickly troubleshoot and resolve any booking-related issues, such as cancellations, modifications, or payment discrepancies, and ensure seamless communication with the guests during their stay.
• Coordinating Pre-Arrival and After-Stay Guest Communications: Proactively engage with guests before their arrival and after their stay to confirm details, share relevant information to build loyalty by nurturing meaningful connections and gathering feedback to continuously enhance our services.
• Managing Guest Profiles: Update and maintain detailed guest profiles in a timely and accurate manner to track preferences and special requests ensuring personalised service for repeat and new guests.
• Managing Payments: Process booking payments with precision, ensuring all charges and services are billed, monitor and handle outstanding payments, accounts, refunds, and credits, ensuring financial accuracy.
• Assist with Feedback-Driven Improvements: Gather, review, and act on guest feedback related to reservations and booking procedures and help implement relevant changes to continuously enhance the guest experience.
• Welcoming Guests with Warmth and ProfessionalismEnsure every guest receives a seamless and personal welcome upon arrival, ensuring they feel valued from the moment they arrive at a Kumi property.
• Crafting Memorable Guest ExperiencesProactively engage with guests to understand their needs and preferences, delivering thoughtful, curated solutions to ensure every stay is tailored to their desires.
• Providing Concierge ServicesAssist with organising guest requests, such as bookings and recommendations for local attractions, restaurants, and experiences, ensuring a personalised and enriching visit to Cape Town.
• Resolving Guest IssuesIn collaboration with our Host Team, respond swiftly and tactfully to any guest concerns, turning challenges into opportunities to enhance satisfaction by providing practical and thoughtful solutions.
• Building Relationships with Repeat GuestsNurture a strong rapport with regular visitors, creating a sense of “home away from home” that inspires guest loyalty and memorable connections with the Kumi brand.
• Collaborating with the TeamWork closely with housekeeping, maintenance, and support teams to ensure operational excellence, maintaining open communication to keep everyone aligned on priorities. Collaborate with our marketing and revenue management team for promotions, enhancing occupancy, guest engagement and loyalty.
• **Contributing to Operational Improvemen