Reservations Manager

Tourism Reservations Manager Cape Town

Introduction:

Discover an exciting opportunity with our esteemed client, leaders in Destination Management. We're seeking a dynamic Reservations Manager who excels in both sales and client relationships, while also leading and motivating our reservations team.

Your mission: Ensure efficiency and profitability across the business units by streamlining operations. Our goal is to foster a service-centric work environment for exceptional customer experiences. If you're a professional who can blend finesse with fun, we want to hear from you.

Responsibilities / Duties:

• Maintain excellent customer/client relationships.
• Gather and provide agent feedback with regard to sales and product needs.
• Use knowledge to guide the team on the customer journey and be the expert.
• Deliver on or exceed sales targets as per business expectations.
• Investigate and understand the customers and operators business requirements.
• Monitor the quoting and operational accuracy of the team.
• Ensure operational excellence daily.
• Monitor workload distribution and in cooperation with the HOD plan staff accordingly.
• Oversee quotation checks and conduct spot checks, as well as create cost and margin awareness.
• Guide the team to achieve goals such as the agent's Service Level Agreement/deadlines and sales targets.
• Process, analyze, and action upon the turnaround time and workload reports.
• Support improvement of expertise of staff Best Practices on the use of Systems. (Implementation of Best Practices and supporting the team to gain expertise and knowledge on current systems and process optimization).
• Maintain high levels of quality and drive profitability through margin control, sales training, use of barter/override agreements and encouraging the team to upsell.
• Guide and monitor the team to achieve operational excellence.
• Improve the quality of service/products by communicating and discussing customer feedback with the relevant teams/departments.
• Ensure team utilizes the product shelf as set out by the Product team.
• Assist consultants with all queries on complaints received.
• Plan in cooperation with the HOD the number of Destination Specialist needed, define the specific requirements for each post, create job descriptions, initialize the recruiting process, participate in interviews.
• Keep records on any kind of leave / off days / additional days worked.
• Build up and maintain a high level of motivation and team spirit.
• Be approachable and supportive to your staff.
• Ensure open communication and information policy and have regular meetings with your staff.
• Establish clear targets for your staff, carry out annual performance appraisals, and be involved in any required disciplinary procedures.
• Develop and support the staff.
• Ensure proper training for new staff in coordination with HR.
• Maximize the available staff force by cross-training consultants.
• Ensure correct and timeous invoicing/collection.
• Ensure reservation team is following the processes as outlined in terms of invoices and Papertrail etc.
• Assist the team to resolve account queries.
• Demonstrate an understanding of the concepts cost, profit, nett and gross selling prices.
• Know the customer product shelf as well as the company's priorities around sales/product.
• Be aware of our competitors products.
• Travel occasionally on educational and familiarization trips to Southern Africa, report back and provide training to the team.
• Demonstrate excellent communication skills and customer care.
• Support the decision-making process of management by giving input.
• Keep all information obtained from management confidential if not explicitly told otherwise.

Minimum requirements:

• Matric
• Relevant tertiary qualifications.
• Must have Destination Management company Experience.
• Must have Tour plan experience.

Working Schedule:

• Enjoy a hybrid work setting, with the option to spend 2-3 days working from the office each week.
• You have the flexibility to start your workday as early as 10 am, while ensuring a full 8-hour workday.