Reservation Manager

MAMA?

Founded in 2008 by Serge Trigano and his sons Jérémie and Benjamin (co-founders of Club Med), Mama Shelter is a creator of living spaces and a daily director!

These are atypical places, where everyone feels at home, places born of a blend of influences, freedoms, sensations and emotions. Each Mama tells the story of the city in which it is located, and all influences blend together. We offer our guests a joyful atmosphere and exceptional service at an affordable price. 

More than just rooms and restaurants, Mama Shelter is a dynamic, a vibe: they are true urban refuges, not only aesthetically pleasing and modern but also popular, welcoming and sexy.

Whatever your role, we're all here to make the customer experience as unforgettable as possible. 

Our mission: to bring little moments of happiness to people.

Our growth has enabled us to offer our teams great career paths through internal development and international mobility, and it's not a question of diplomas or years of experience.

Mama Shelter is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

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Our commitment to diversity and inclusion: 

Mama is an inclusive company, and our ambition is to recruit and promote diverse talent. 

🌟 THE MISSION

You are the first step in creating Mama’s 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, you’ll play a key role in driving occupancy, optimising revenue, and delivering a seamless booking experience during Mama Shelter Cape Town’s exciting pre-opening journey. Working closely with the Front Office, Sales, Revenue, and Operations teams, you’ll help build a reservation culture that is efficient, personalised, and full of Mama’s signature energy.

Here’s what you’ll 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 Mama’s 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. 💖

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.

Next, we're 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 you've passed the phone interview, we'll arrange a remote meeting 💻 or a meeting at Mama 🤝 to meet the Gang! 
• Last verse: Naturally, you'll receive a response from us within two to three weeks at the latest, whether it's a ✔️ or a ✖️.