Hospitality and Outdoor – New Vacancy – Central Reservations Manager
Hotel Group – Centurion, Gauteng
Our client, a hotel group, is looking for a Central Reservations Manager to ensure that the reservations team adheres 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 guest service and meet financial targets for the properties.
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
Description
Day-to-day management of the central reservations teams, comprising 6 Group Booking Agents and 5 Individual Booking Agents for 17 hotels
Work with hotel management teams in the group to help grow and maximize 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 reservations 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 regarding payments
Manage our no-show and 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 organizational and governance strategies.
Manage and review systems and processes.
Manage crisis situations.
Manage customer acquisition and retention programs.
Manage dispute mediation.
Package
Salary: R35 000.00, live-out
Start Date: ASAP
To apply: apply below .za
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