Reservations Manager

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.

Requirements

• Maintain excellent customer/client relationships
• Gather and provide agent feedback with regard to sales and product needs
• 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
• 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

Benefits

• Hybrid work setting
• Flexible start time (10 am)
• 8-hour workday