Reservations Manager

The Reservations Manager role has a broad spectrum of responsibilities. This professional is in charge of hiring, training and managing staff to handle reservations and other customer service issues. We are looking for an energetic enthusiastic motivator who will, by their own example, encourage others to reach their full potential. They will set, meet, and exceed goals by providing excellent customer service, helping motivate their team to do the same and using key metrics to monitor overall performance. Identifying training needs and providing training where necessary whether on the job or in a more formal setting will form part of their duties.

**Duties & Responsibilities**
- Maximise the conversion of car rental enquiries into reservations
- Manage and analyse customer complaints
- Empower and train staff to take responsibility to improve customer satisfaction
- To provide a support function to Operations and Sales to improve interdepartmental communication
- Meet with middle management to discuss common concerns with the intention of achieving the overall goals of the company
- Manage the maintenance of all technical equipment
- Update internal and external computer information systems
- Set achievable short and long term goals for the department and link individual performance to team efforts in order to achieve goals
- Establish strategies for future development of the department
- Set objectives, coach and provide continual feedback and strength and development areas, and agree upon actions to improve, maintain and expand on performance results
- Evaluate and measure performance on a regular basis
- Comply with all reasonable requests relating to our business to enhance our service or assist our customers
- Strive to operate within the confines of the budget
- Monitor all costs to ensure they are in line with volumes and operational requirements

**Requirements**:

- Previous managerial experience within a Call Centre environment is essential
- Computer Skills: MS Office (Excel, Word, PowerPoint)
- Driver’s license with own reliable transport

**Salary**: R20,000.00 - R22,000.00 per month

**Experience**:

- Call Centre environment: 3 years (preferred)