Senior Reservations Manager

Description:

Guest satisfaction is our primary objective and also a key responsibility with this position. The directors would encourage you to take initiative in this regard and build credibility for the group. To ensure the professionalism and efficiency of all company operations. To ensure operations adhere to Imvelo Safari Lodges’ commitment to hiring, training and enriching the lives of the local community.

What you'll do

Reservations

• Gain knowledge on all aspects of the reservations system and how to use it – not just for the reservations department but for all sectors of the business
• Project leader and main contact with ResRequest when changes are being made
• Liaise with agents, respond to e-mail enquiries
• Answer telephones and enter reservations into the system
• Block closure dates, deal with reports, add rates and extras, liaise with ResRequest/Agents
• Weekend duties - rotation schedule
• Oversee the Elephant express scheduling
• Oversee transfer confirmation schedules
• Adhoc reporting

Train Staff Members

• Recruit and train new staff members that need to be able to use/read the reservations system (ResRequest) – this includes the direct reservations team and also general staff outside of the reservations department
• Train the team – most efficient/methodical way to work in Reservations, especially on upselling the Imvelo portfolio and/or thinking creatively to convert bookings

Manage Reservations Team

• Oversee work being done on e-mails and on the reservations system/s and ensure work load is being managed and be accountable for ensuring the team are sending out accurate information and quotes
• Discover which duties are strongly suited to different team members and manage the team’s performance development plans

Meetings

• Attend Management meetings
• Have quarterly meetings with reservationists individually to discuss points which need to be worked on more thoroughly and anything else that needs to be discussed about their duties, etc.

Invoicing

• Invoice agents/guests accordingly to their rate structures

Payments

• Send payments to the accounts department
• Liaise with accounts on outstanding payments and follow up with the agents/guests
• Ensure all bookings have the right payment allocated before the guests arrive at the Imvelo lodges

Complaints

• Liaise with Unit Managers and any other operators to get full reports of events that have taken place
• Initiate contact with the agents and send a full report in a scenario where guests are likely to send a complaint either during or after their travels
• Deal with feedback from agents after guests have travelled

Requirements:

• Gain knowledge on all aspects of the reservations system and how to use it – not just for the reservations department but for all sectors of the business
• Project leader and main contact with ResRequest when changes are being made
• Liaise with agents, respond to e-mail enquiries
• Answer telephones and enter reservations into the system
• Block closure dates, deal with reports, add rates and extras, liaise with ResRequest/Agents
• Weekend duties - rotation schedule
• Oversee the Elephant express scheduling
• Oversee transfer confirmation schedules
• Adhoc reporting

• Recruit and train new staff members that need to be able to use/read the reservations system (ResRequest) – this includes the direct reservations team and also general staff outside of the reservations department
• Train the team – most efficient/methodical way to work in Reservations, especially on upselling the Imvelo portfolio and/or thinking creatively to convert bookings

• Oversee work being done on e-mails and on the reservations system/s and ensure work load is being managed and be accountable for ensuring the team are sending out accurate information and quotes
• Discover which duties are strongly suited to different team members and manage the team’s performance development plans

• Attend Management meetings
• Have quarterly meetings with reservationists individually to discuss points which need to be worked on more thoroughly and anything else that needs to be discussed about their duties, etc.

• Invoice agents/guests accordingly to their rate structures

• Send payments to the accounts department
• Liaise with accounts on outstanding payments and follow up with the agents/guests
• Ensure all bookings have the right payment allocated before the guests arrive at the Imvelo lodges

• Liaise with Unit Managers and any other operators to get full reports of events that have taken place
• Initiate contact with the agents and send a full report in a scenario where guests are likely to send a complaint either during or after their travels
• Deal with feedback from agents after guests have travelled

• Invoicing: 3 to 4 years
• Line Management: 3 to 4 years
• Staff Training: 3 to 4 years
• Stakeholder Management: 3 to 4 years
• Reservations: 3 to 4 years
• Payments: 3 to 4 years
• Resrequest Software: 3 to 4 years

• Ability to converse with multi-national clients, business partners and agents
• Proven ability to partner directly with senior business leaders working as a trusted adviser
• Superior stakeholder management skills
• Project management experience
• Proven ability to work in a self-directed and remote environment
• Professional communication and presentation skills
• Flexibility to travel
• Line management
• At least 5 years Tourism Industry experience
• Experience in Resrequest a must
• The remit of this role may change as business needs and opportunities arise

What you'll need

• Ability to converse with multi-national clients, business partners and agents
• Proven ability to partner directly with senior business leaders working as a trusted adviser
• Superior stakeholder management skills
• Project management experience
• Proven ability to work in a self-directed and remote environment
• Professional communication and presentation skills
• Flexibility to travel
• Line management
• At least 5 years Tourism Industry experience
• Experience in Resrequest a must
• The remit of this role may change as business needs and opportunities arise

Job Notes

Due to the nature of the position, there are no standard hours of work. You are required to effectively and professionally fulfil your duties as is necessary. There is no compensation for overtime.