Reservations Manager

Our Client based in Botswana is looking for a Reservations Manager for a Bush Lodge that is located in Masarwa. 

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 the operator level of a Property Management System (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 the Geography of the Delta:

• Certification in travel or hospitality may be advantageous.

• Exposure to Opera and various distribution systems advantageous

•  Knowledge of other Southern African safari destinations advantageous

RESPONSIBILITIES:

1. Manage Reservations: Handle all aspects of reservation management, including processing bookings, cancellations, modifications, and inquiries promptly and accurately.

2. Optimize Occupancy: Work to maximize lodge occupancy rates by effectively managing room inventory and implementing strategies to fill empty rooms during off-peak periods.

3. Customer Service: Provide exceptional customer service to guests by addressing their inquiries, concerns, and special requests in a timely and professional manner.

4. Coordinate with Other Departments: Collaborate with housekeeping, maintenance, and other relevant departments to ensure smooth operations and guest satisfaction.

5. Maintain Reservation Systems: Oversee the reservation system, ensuring it is up-to-date, accurate, and efficiently utilized to manage bookings and availability.

6. Revenue Management: Monitor pricing and adjust rates based on demand, seasonality, and market trends to maximize revenue and profitability.

7. Marketing and Sales Support: Assist in marketing and sales efforts by promoting special packages, discounts, and promotions to drive bookings and increase revenue.

8. Manage Payment Processing: Handle payment processing, including invoicing, collecting deposits, and processing refunds in accordance with lodge policies and procedures.

9. Reporting and Analysis: Generate regular reports on reservation metrics, such as occupancy rates, booking trends, and revenue performance, and provide analysis to inform decision-making.

10. Training and Development: Train and mentor reservation staff to ensure they have the knowledge and skills to effectively perform their duties and deliver excellent customer service.

11. Compliance and Regulations: Stay informed about industry regulations, data protection laws, and other relevant compliance requirements, and ensure reservation processes adhere to these standards.

12. Resolve Issues: Address any issues or disputes related to reservations promptly and effectively, striving to achieve guest satisfaction and maintain positive relationships.

13. Inventory Management: Monitor and manage inventory of rooms, amenities, and special packages to ensure availability and accurate representation on booking platforms.

14. Guest Communication: Communicate with guests before, during, and after their stay to confirm reservations, provide relevant information, and solicit feedback to improve service quality.

15. Continuous Improvement: Continuously evaluate reservation processes and procedures to identify areas for improvement and implement changes to enhance efficiency and guest experience.