Reservations Manager

7 months ago

Cape Town, South Africa Tower Group Full time

**Our client based in Cape Town is seeking to employ a Reservations Manager.**

**Our client in the Hotel and Spa industry is an award winning 5-star hotel in Cape Town, South Africa. Dramatically located above the Atlantic Ocean.**

**JOB PURPOSE**:
To ensure that the highest standard of performance and service is achieved when reserving accommodation and additional services.

**EMPLOYEE VALUE PROPOSITION**:
**ORGANISATIONAL POSITIONING**:

- Department: Reservations
- Reporting to: Regional Revenue Director

**MINIMUM EXPERIENCE AND QUALIFICATION REQUIRED**:

- Grade 12 certificate
- 2 years’ experience in a management position or 5 years’ experience in a senior position at a reputable operator.
- Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel.
- Knowledge of travel management processes.
- Experience at operator level of a Property Management Systems (Opera)
- Outstanding telephone manner and excellent command of the English language in verbal and written skills.
- Able to work flexible hours, weekends and public holidays.
- Excellent attention to detail and organizational skills.
- Customer service, and interpersonal skills.
- A basic understanding of Geography of the Delta

**ADVANTAGEOUS EXPERIENCE AND QUALIFICATION DESIRED**:

- Certification in travel or hospitality may be advantageous.
- Exposure to Opera and various distribution systems advantageous
- Knowledge on other Southern Africa safari destinations advantageous

**KEY PERFORMANCE OBJECTIVES**:

- Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times.
- Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers.
- Ensuring that you are familiar with, and adhere to, the code of conduct as set out in the Employee handbook.
- Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections.
- Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you.
- Being aware of the emergency evacuation, security and fire procedures of the Central Reservations Office and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager.
- To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards.
- To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service.
- To manage the Junior Tour operator / Team in according with the Hotel Management principles by: Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
- ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
- recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
- To ensure that guests receive an exceptional guest experience that goes beyond their expectations by performing Travel Management duties that are inline within the guidelines of the client.
- Ensuring harmonious relationships exist with other departments, suppliers and international sales managers by maintaining clear and prompt communication between all parties; and ensuring that all correspondence with clients reflects the professionalism of the company standard and enhances the relationships with key suppliers.
- Maximising revenue generating opportunities, whilst enhancing the guest service experience, in accordance with property Standards.
- Ensuring that all reservations related administration and reporting is completed timeously ensuring accuracy and precision in accordance with SOP.
- Maintaining positive relationships with vendors of direct travel, such as hotels, airlines, operators (existing relationships may be advantageous).
- Negotiating preferred rates with vendors of direct travel.
- Planning travel accommodations, booking flights, hotels, car rentals, and coordinating activities.
- Managing and processing all travel-related documentation, including payments, itineraries, medical and visas (where

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