Hotel Reservations Team Leader

1 month ago


Durban, KwaZulu-Natal, South Africa First Group Management Ltd Full time

First Group Management Ltd is seeking a highly skilled Hotel Reservations Team Leader to join their team. With a strong focus on customer satisfaction and service excellence, this role will play a crucial part in driving sales growth and revenue for our properties.

About the Role

This exciting opportunity involves supervising a team of reservationists, ensuring that daily, monthly, and annual targets are met. The successful candidate will be responsible for monitoring and reporting on daily stats and performance, as well as mentoring and coaching staff to ensure maximum efficiency and productivity.

Key Performance Areas
  • Ensure that daily, monthly, and annual targets are met
  • Monitor and report on daily stats and performance
  • Mentor and coach staff to ensure maximum efficiency and productivity
  • Analyse reports and identify problem areas requiring immediate corrective action
Competencies Required
  • Target-driven with a focus on achieving sales growth and revenue targets
  • Accurate, organised, and able to multitask in a fast-paced environment
  • Excellent communication skills (verbal and written)
  • Bilingual would be an advantage
  • Must have a valid driver's license
  • Strong customer service orientation and influencing skills
  • Excellent interpersonal skills
  • Well-presented with excellent elocution and brand representation awareness
  • Ability to work under pressure
  • Dependable and reliable
Qualifications & Experience
  • MS Office and electronic mail proficiency
  • Previous contact centre/call centre supervisory experience or hotel reservations management experience
  • Knowledge of call centre management systems (e.g., Genesys or similar)
  • Matric certificate and minimum 2 years of experience in a call centre environment
Estimated Salary Range: $60,000 - $80,000 per annum

The salary range has been estimated based on industry standards for a Hotel Reservations Team Leader position in the hospitality sector. This figure may vary depending on location, qualifications, and experience.



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