Central Reservations Manager
2 months ago
**Job Advert Summary**:
**Minimum Requirements**:
- Proven experience as Central Reservations manager or similar position
- Experience in customer service is required
- Solid understanding of reporting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and Central Reservations equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Matric (Grade 12) or equivalent; Higher degree in a relevant discipline will be appreciated
- 5-7 Years industry experience
- People management experience
**Duties and Responsibilities**:
- Day to day management of the central reservation’s teams, comprising of 6 Group Booking Agents and 5 Individual Booking Agents for 17 hotels
- Work with hotel management teams in the group to help grow and maximise their revenue
- Lead from the front - taking and managing guest reservations where needed
- Manage guest feedback from start to finish, including coaching the team to continually improve, driving service quality and customer satisfaction
- Ensure recognition rewards guests profiles and allocation of rooms
- Train, coach and develop junior members of the reservation’s teams
- Take and process group and large value bookings
- Compile Weekly feedback reports on group bookings
- Ensure all guests are quoted and billed correctly and relevant checks are made ref payments
- Manage our no-show’s cancellation policy
- Work with Revenue management team ensuring correct rate codes/market segments are used during various seasons
- Conduct weekly team meetings
- Develop self to maintain professional competence at senior management level.
- Facilitate innovation and lead team leaders to implement change.
- Facilitate the implementation of a productivity framework.
- Lead Team Leaders to develop organisational and governance strategies.
- Manage and review systems and processes.
- Manage crisis situations.
- Manage customer acquisition and retention programmes.
- Manage dispute mediation.
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