Reservations Manager (Key Accounts)

Duties: Maintain excellent customer / client relationships Gather and provide agent feedback regarding sales and product needs Use knowledge to guide the team on the customer journey Deliver on or exceed sales targets Investigate and understand the customers and operators business requirements. Monitor the quoting and operational accuracy of the team Ensure operational excellence daily Monitor workload distribution Oversee quotation checks and conduct spot checks Guide the team to achieve goals such as the agent's Service Level Agreement/deadlines and sales targets Process, analyse, and action upon the turnaround time and workload reports Support improvement of expertise of staff Maintain high levels of quality and drive profitability Guide and monitor the team to achieve operational excellence Improve the quality of service/products by communicating and discussing customer feedback Ensure team utilizes the product shelf as set out by the Product team Assist consultants with all queries on complaints received Plan in cooperation with the HOD the number of Destination Specialist needed Keep records on any kind of leave Build up and maintain a high level of motivation Be approachable and supportive to your staff. Ensure open communication and information policy Establish clear targets for your staff, carry out annual performance appraisals, and be involved in disciplinary procedures. Ensure proper training for new staff in coordination with HR. Maximize the available staff force by cross-training consultants. Ensure correct and timeous invoicing/collection Ensure reservation team is following the processes as outlined Assist the team to resolve account queries Demonstrate an understanding of the concepts cost, profit, nett and gross selling prices. Travel on occasionally on educational trips Demonstrate excellent communication skills and customer care. Support the decision-making process of management. Requirements: Matric & a formal qualification At least 4 - 5 years management or supervisory experience in the hospitality / tourism industry (inbound tour operating essential) Minimum of 7 years inbound experience Experience in leading a reservations team in an inbound DMC environment Sound organizational, staff management & financial skills Extensive knowledge of Tourplan In-depth geographical, logistical and product knowledge

Location: South Africa, ZA

Posted Date: 4/18/2025