Groups and Special Interests Manager 5

4 days ago

Sandton, South Africa HotelJobs.co.za Full time

Groups and Specialist Interest Manager

5* international lodge group is seeking a Groups and Special Interests Manager for the Overall management of Lodge operations and staff and Responsible for ensuring high standards of service excellence and guest delight is maintained.

**KEY OUTPUTS**:
Clients Guests and Suppliers

Constantly re-evaluating internal processes, eliminating any re-work to ensure the smooth,
effective and efficient functioning of the team
Actively work at improving information flow to all key partners
Assess and continually improve sales process
Assess and continually improve sales and marketing materials required to grow and drive business.
Actively support market sales managers and representatives to grow business in long term
Specifically tailor and cater for the multi-channel and markets we actively seek groups business.
Continuously striving to ensure that relationships with clients, consultants, suppliers, sales teams
and the company Lodges remain strong, open and transparent
Managing quality control process on all reservations queries and issues, accurately, efficiently and timeously
Actively handle files
Manage and maximise margins for the entire team looking to achieve agreed budgeted margins
From time to time be available to meet with international clients, host dinners, site inspection
and /or host educational and attend trade shows
Streamline booking process for groups establishing best operating practices for the teams in its
working environment
Will be expected travel into key markets and trade shows as well as manage key trade relationships.
New product development that continually pushes the boundaries of what is possible creating truly
unique and exciting groups experiences and trips.

People

Managing a team of groups consultants both on site and remotely
Manage staff and lead by example
Empowerment, training, motivating and performance conversations in conjunction with your team leader
Ensuring personnel files are kept up to date
Interviewing and hiring new staff in alignment with HR toolkit
Promote team work within the internal teams with focus on other reservations teams, sales teams,
product/rates teams and finance
Stay connected with all homeworkers outside of the company
Performance conversations in relation to general performance issues should they arise
Hold annual performance appraisals as outlined in HR toolkit with all team members BOTH
Manage team leave schedules and working hour rosters including emergency duty rosters
Distribution of incoming enquiries to the team ensuring capacity is maximized, ensuring that the
workload is spread equally and ensuring that our standard turnaround time is always maintained
Monthly team meetings
Attend all training sessions on 3rd party and the company products
Training and development
Industrial Relations (IR)
Training on Human Resources Policies and Procedures (e.g. grievances and disciplinary process)
Salary negotiation
Understanding cost to company
Understanding employee benefits and leave entitlement
Motivation and coaching
Operational management (people)
Leading geographically dispersed teams

Finance

Manage costs in line with revenues and budgets effective to ensure a profitable business units

**KNOWLEDGE REQUIRED**:
Extensive knowledge of Tourplan, alternatively, another reservations system
In-depth geographical, logístical and product knowledge of Southern and East Africa
Previous management and/or supervisory experience
Extensive sales experience in the groups and incentives area of the market

**QUALIFICATIONS REQUIRED**:
4 - 5 years management or supervisory experience in the hospitality/tourism industry (inbound
tour operating)
Sales skills specifically in the groups and incentives arena

**SKILLS REQUIRED**:
Good understanding of terms and conditions, product knowledge, general knowledge, third party
and the company Product destinations
Understanding of travel industry channels
E-commerce (Booking platforms e.g. Take a lot)
Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor)

**Excellent computer skills including**:

- Tourplan advantageous
- ESS is essential
- GIS, WETU, Maximizer
- Other related systems such as the Availability and Web Reporting Portal
New business development
Understanding of quantitative and qualitative data analysis and being able to make decisions
based on these analyses
Understanding and knowledge of the different markets in which andBeyond operates in
Relevant understanding of Business to create and formulate a strategy and make commercial
decisions
Sales process and methodologies
Problem-solving skills
Negotiation skills
Experiential Creativity (Crafting Experiences)
Yielding
Guest/Client Delight
Financial analysis, modelling and management

**PERSONAL ATTRIBUTES**:
Excellent communication skills (E.g. verbal, written, reporting and body language)
Time management
Teamwork and interpersonal skills
Conflict management and resolution
Attention to detail
Administration a

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