Description:
Duties:Service Delivery & Operational Excellence: Ensure a high level of service delivery to both customers and lodge operations, maintaining consistent standards. Lead the reservations team to achieve service excellence and meet occupancy targets.
Reporting & Documentation: Develop and design new reporting documents and systems to improve internal processes. Enhance existing reporting procedures to support sales and operational goals. Manage weekly and monthly reports for the Sales team to track performance and outcomes.
Sales & Reservation Management: Guide the reservations team on sales processes to maximize occupancy. Oversee the entire booking process from initial enquiry to booking confirmation and payment. Monitor deposit payments and follow up on any outstanding payments according to established timelines.
Guest Experience & Communication: Ensure smooth communication with clients regarding reservations, including feedback on telephonic, electronic, and written inquiries. Prepare pre-arrival information for guests to enhance their overall experience at the lodge. Regularly follow up on all reservations, ensuring timely responses and accurate details.
Team Leadership & Client Interaction: Manage, mentor, and motivate the reservations team to ensure high performance and customer satisfaction. Always maintain professionalism and a presentable image when interacting with guests, clients, and colleagues. Handle client relationships, addressing queries, resolving conflicts, and ensuring client satisfaction.
General Administration: Provide general administrative support to the reservations department and assist with tasks across the portfolio of properties. Answer calls and respond to emails in a timely and professional manner.
Requirements:
Matric or equivalent
Relevant Tourism qualification
Proven in-depth knowledge of Excel
Diploma or degree
At least 5-8 years' experience in a similar role within the hospitality or tourism industry, preferably in reservations or team management
In-depth knowledge of tourism industry operations, including rates, activities, and lodge operational procedures
Team management experience, with the ability to lead, motivate, and guide a team
Strong customer relations skills, with the ability to handle conflict and provide outstanding service
Proficient in Excel; experience with PANstrat or similar software will be an advantage
Strong business administration experience
Ability to work under pressure and manage multiple tasks simultaneously
Excellent judgement and decision-making skills
Self-managed and proactive, with the ability to work with minimal supervision
Energetic, driven, and results-oriented with a passion for de
04 Mar 2025;
from:
gumtree.co.za