Reservations Manager

2 weeks ago


Durban, South Africa HotelJobs.co.za Full time

Manage the Reservations department to achieve budgeted targets to include room sales.
- Work with Sales & Marketing Manager to develop strategic sales promotions based on client feedback, occupancy rates and travel (local/global) trends.
- Liase with Marketing & Sales department in regard to occupancy, rates reservation’s analysis.
- Analyse and provide weekly and monthly statistics on call centre performance.
- Prepare for and chair monthly revenue & customer service meetings with the Reservations Team.
- Prepare for and chair monthly revenue & customer service meetings with the Sales & Marketing Manager.
- Monitor that all correct pricing structures are on the various booking channels/portals.
- Understand the competitive marketplace through analysis of trends and data, and build a strategic approach for the lodges.
- Manage and test, when required, in-house and external bookings/reservations systems.
- Coach and mentor the Reservations team in order for them to receive the appropriate tools and training to deliver a world class customer experience.
- Manage Reservations staff performance in line with the company’s objectives through setting targets, providing feedback and performance appraisals, as well as disciplinary issues.
- Alocate daily, weekly and monthly tasks to Reservations staff.
- Review reservation booked daily & liaise with relevant Lodge Managers on customer bookings.
- Manage Company Rates both in system and correspondence files.
- Identify Top Producing Accounts in order to ensure proper recognition by Reservation staff.
- Personally liaise with repeat, VIP guests and agents.
- Monitor and coordinate School Group reservations activity with the Senior Reservations Consultant, Sales Account Manager, Sales & Marketing Manager and relevant Lodge Managers.
- Review no-shows and cancelled reservations, and, process charges according to company policy
- Manage guest review process and complaints and compliments register for senior management
- Monitor all bookings to ensure that all payments are adhered to before check-in.
- Ensure that the after-hours emergency number is managed professionally and efficiently.
- Assist with outbound calling campaigns.
- Work, on a rotational basis, doing Saturday Bookings & Enquiries (off-site for weekends)



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