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ABOUT THE POSITION Are you passionate about leading a team stiving towards seamless guest experiences, promoting revenue growth, attention to detail and creating a high-end guest experience. We’re looking for a detail-oriented and motivated Reservations Team Lead to join our team. This role is perfect for someone who thrives in a fast-paced environment, has a passion for hospitality, and displays creative, out of the box thinking. Scope & General Purpose: • Leading a small team within the Central Reservations Department, the entire reservations process via telephone, WhatsApp, email, online platforms, central reservation systems, referral networks and social media • Promoting sales, cross selling and upselling of various products withing the portfolio • Reservation status Management and SOP implementation • OTA management • Team Training and support • Managing cancellations, modifications, and refund requests efficiently. • Maintain compliance with all company policies and procedures. • Promote and maintain attention to detail, fast email turnaround and effective inbox management within the team • Assisting the Reservations Manager with room availability, monitoring of deposits, support revenue and occupancy forecasts and inventory management • Prepare expected arrival reports and managing the communication process to lodge operations teams. • Handle daily correspondence, maintain up-to-date files, and ensure systems are accurate and organized. • Promote and lead through professional, helpful interactions with reservations manager, colleagues, and industry partners. • Be flexible in supporting other operational areas when required. Requirements: • Proven experience in a similar role or as a senior reservation’s consultant • A team player with high level of dedication and leadership • Excellent computer skills (MS Office, MS Excel, PowerPoint) • PMS system knowledge - Nebula, eRes and Opera would be • advantageous • Proficiency in English • Well-organized with good time management • Excellent verbal and written communication skills SYSTEM REQUIREMENTS ▪ Microsoft Office ▪ eRES / Nebula, Opera Cloud & Apex, CRM LEVEL Superior/Team Lead MINIMUM EXPERIENCE & REQUIREMENTS Minimum 6 years’ experience in a tourism/travel call centre or reservations department for multiple properties as a senior reservation’s consultant or proven experienced as a reservations team lead. • Must have a good command of the English language with exceptional writing skills. • Solid interpersonal skills • Valid RSA ID • Dynamic • Self-Starter • Problem Solving • Strong leadership skills • Flexible • Presentable Appearance SALARY The package includes a mandatory 5% deduction toward the company’s provident fund. Medical Aid is available as part of the CTC package.
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