Job title : Reservation Manager
Job Location : Western Cape, Cape Town
Deadline : December 22, 2024
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Purpose The Reservations Manager is responsible for fostering a collaborative, motivated, and high-performing team culture, ensuring exceptional service standards are consistently met while achieving sales and operational objectives, in a pressured environment. The reservations team plays a pivotal role in Singita providing expert advice and facilitating seamless reservations for local travel trade partners. The Reservations Manager reports to the Revenue Manager.
Key Responsibilities Team Management: Inspire and motivate a diverse team to remain aligned with the company's goals and priorities. Periodically review team structure to ensure it is designed to optimise service levels. Ensure team members are fully trained and have the information/support needed to fulfil their roles. This includes the training of new team members and the ongoing training of existing staff members. Ensure the optimal coverage in the department at all times. Including leave cycles; public holidays; weekends and emergency cell phone duty. Responsible for the development of team members on an on-going basis. Relationships: Cultivate and nurture strong relationships with travel trade partners who book through Reservations. Act as the key liaison between international sales teams and lodge teams, ensuring seamless coordination on bookings. Reservations Systems Management: Develop an intimate knowledge and understanding of all systems used by the revenue teams at Singita. Make, amend, and interrogate both the system and reservations. Troubleshoot when issues arise. Support the Property Management Systems Coordinator with rate updates and changes to the system. Fully understand the mechanics of the CRES and PMS systems used at Singita. Support the IT and Systems department in research for what developments there are within the industry that could be adopted by Singita to improve service levels and efficiencies. Inventory Management: Optimize revenue from the team, by effectively managing waitlists, unsellable nights, and applying sales strategies. Group booking management, including specific terms and conditions; seasonality and pre/post supplement charges. Reporting: Must be able to analyze and interpret reports and analytics effectively. Support the Revenue Manager with weekly and monthly revenue and owner reports and analysis thereof. Understand and interpret reports to manage the deliverables and outputs of teams effectively including weekly age analysis, deposit, balance due and consortia reporting.
Skills & Experience Minimum of 3 years working in the hospitality/travel industry – consulting experience would be advantageous. Natural leader and ability to manage a diverse team. Team lead and/or management experience. Excellent communication skills, both written and verbal. Strategic thinking coupled with practicality. Deep understanding of the importance of personalization. Be able to problem solve by interrogating and assessing each challenge as it arises.
Other Attributes Flexible approach to working hours to support a team covering 7:30am-9pm and weekend shifts Ability to work onsite and commute to the company office in Claremont. Personal values align with Singita's core values Committed to conservation and sustainability personally. A strong willingness to get involved in whatever is needed in the moment. Intuitive care of everyone you work with or encounter. Well-presented, articulate and enjoy engaging with people (personable). Mature, resilient, flexible/adaptable and progressive. High energy with a "never-give-up" attitude. Adaptable and resilient to change. Be a South African citizen or the holder of a valid South African work permit.
Hospitality / Hotel / Restaurant jobs