Job Advert Summary
ANEW Hotels & Resorts are looking for a Central Reservations Manager to ensure that the reservations team adhere to policies and procedures implemented by the property, while working with the team to promote internal sales and upselling of all facilities. The successful candidate will be mainly responsible for managing reservations of 17 hotels/resorts, and coaching the team to deliver quality guests service and meet financial targets for the properties.
The successful candidate will be based in Gauteng, Centurion.
Minimum Requirements
Proven experience as Central Reservations manager or similar position
Experience in customer service is required
Solid understanding of reporting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and Central Reservations equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
Matric (Grade 12) or equivalent; Higher degree in a relevant discipline will be appreciated
5-7 Years industry experience
People management experience
Duties and Responsibilities
Day to day management of the central reservation's teams, comprising of 6 Group Booking Agents and 5 Individual Booking Agents for 17 hotels
Work with hotel management teams in the group to help grow and maximise their revenue
Lead from the front - taking and managing guest reservations where needed
Manage guest feedback from start to finish, including coaching the team to continually improve, driving service quality and customer satisfaction
Ensure recognition rewards guests profiles and allocation of rooms
Train, coach and develop junior members of the reservation's teams
Take and process group and large value bookings
Compile Weekly feedback reports on group bookings
Ensure all guests are quoted and billed correctly and relevant checks are made ref payments
Manage our no-show's cancellation policy
Work with Revenue management team ensuring correct rate codes/market segments are used during various seasons
Conduct weekly team meetings
Apply systems thinking in problem solving and decision making.
Develop self to maintain professional competence at senior management level.
Facilitate innovation and lead team leaders to implement change.
Facilitate the implementation of a productivity framework.
Lead Team Leaders to develop organisational and governance strategies.
Manage and review systems and processes.
Manage crisis situations.
Manage customer acquisition and retention programmes.
Manage dispute mediation.
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