PRIMARY PURPOSE
To manage the overall reservations sales performance of the team by primarily improving room occupancy figures to all Wilderness camp. Inspiring a team to build strong relationships with the end client, ensuring a positive reservations experience and an excellent group journey with each reservation enquiry. The Groups & Incentives Reservations Manager is specifically accountable for the performance and leadership of the Travel Designers high service standards with the ultimate goal to generate more revenue, achieve high agent/guest satisfaction and improve our service ranking globally.
This position is based in Johannesburg, South Africa.
DETAILED RESPONSIBILITIES
1. Team Management
Offer first line assistance to the Travel Designers, allocate agent accounts and be aware of capacity and general level of activity within the team as a whole.
Develop and mentor staff's talent to their full potential through performance development programs.
Identify training needs and address product knowledge and training requirements to help the team improve sales performance.
Work alongside the team to ensure well-executed group itinerary planning and a high attention to detail in all services and pricing quoted.
Manage the team's leave and overall performance.
2. General, GP% and Cost Budgets:
Attend regular management meetings to discuss day-to-day issues, assisting in finding solutions and possible areas of strategic importance, constructive feedback and best practices across the Wilderness group.
Monitor, review and measure the teams' margins, sales targets and Wilderness bed nights sold, and promote up-selling without creating a negative experience for the end client/agent.
Review and manage yield on owned product and AP.
Implement reporting measures within your team in conjunction with the Yield department.
Check all quotes of < US$ 20 000 per person for accuracy and original itinerary planning.
3. Reservations Performance
Provide team guidance on detailed itinerary planning and inspire positive action.
Close off bookings on a monthly basis; monitor and authorise any adjustments noting the reasons for these adjustments.
Double check high risk itineraries and work closely with the guest relations team.
Assist the team with extensions, waivers, cancellations, and ad hoc discounting.
Proactively manage all agent and guest complaints with care and efficiency.
Facilitate all complaints with the shared service teams to assist with the best resolution.
4. Technology & Reporting
Optimise business processes – continuously striving to improve business effectiveness and efficiency.
Contribute to strategic business planning to develop and grow our agents.
Contribute to newsletters and market related ideas, keeping abreast with industry developments.
CANDIDATE PROFILE
Qualification:
Matric certificate – with maths (minimum standard grade or above)
Tertiary certificate in Travel & Tourism/hospitality.
Experience:
10 – 15 years in the travel & Tourism industry. Management experience advantageous.
Computer Literate (Microsoft Office, email, Internet)
Proven English literacy
Working knowledge of Tourplan and WISH or similar booking/operating system.
Extensive product knowledge on Southern & East Africa.
Personal or educational travel experience to the regions that Wilderness operates in will be advantageous.
Skills:
Leadership skills
Excellent communication skills both written and oral.
Excellent attention to detail
Personal Attributes:
Sales driven
Organised
High energy levels
Self-starter
Team player
Efficient
Strategic
Interests:
A passion for wildlife and a commitment to sustainability and conservation.
Apply for this position with us on WhatsApp. Simply send the word 'Hi' to +260761166303
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