PURPOSE OF POSITION

The Reservations Team Leader is responsible for leading, developing, and inspiring a team of Key Account Specialists, Senior Inbound Consultants, Reservations Consultants, and Support Consultants. The role requires balancing operational excellence with strong people leadership to create an engaged, high-performing, and accountable team. The Team Leader is responsible for driving performance through coaching, development, empowerment, and effective communication, ensuring team members are equipped to deliver exceptional service and support the long-term growth of the department. They assist in resolving any conflicts or issues that may arise with bookings, processes, or members of their team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Effectively lead, develop, mentor and coach a team of Interns, Support Consultants, Reservations Consultants, Key Account Specialists and Senior Consultants to achieve operational excellence, deliver outstanding customer service, and support individual career growth while creating a highly engaged and accountable team culture.

Enable team to sell profitably and manage travel files accurately and promptly, focusing on attention to detail and clear, regular and positive communication in line with company procedures.

Maintain positive booking/service profits by analyzing and monitoring TFS.

Comprehensive product knowledge on suppliers and logistics. Ability to handle a range of itineraries and product offerings and counsel consultants and agents on suitable costings and itineraries, as well as terms and conditions of travel to Southern Africa.

Manage the standard operating procedures and assess these processes from time to time to ensure we are competitive and delivering on client requirements

Assist in finding solutions on problem files, where necessary.

In-depth understanding of company product, systems, procedures and processes (i.e. Tourplan, Oasis, TripClip, Agent Zone, supplier booking systems and third party supplier systems.

Identify strengths and weaknesses and assess staff in terms of further training required for their growth path.

Provide a consistent high standard of communication and service

Build and maintain positive relationships at all levels – management, team, agents, suppliers and colleagues.

Assess and manage workflows, work distribution and effective functioning of the team and feed back to the Head of FIT on the effective functioning of the team, areas of need and capacity constraints or overflows.

Ensure department is adequately staffed by managing leave flows within the team and consulting with H.R on IR related matters

PEOPLE LEADERSHIP & TEAM DEVELOPMENT

Lead, inspire and develop a diverse team of Key Account Specialists, Senior Inbound Consultants, Reservations Consultants and Support Consultants.

Conduct regular one-on-one meetings focused on development, engagement, wellbeing and performance.

Create individual development plans and support team members in achieving professional growth objectives.

Provide ongoing coaching, mentoring and constructive feedback to improve performance and build capability.

Foster a culture of accountability, collaboration, continuous improvement and customer excellence.

Address performance concerns proactively through coaching, clear expectations and appropriate action plans.

Support succession planning by identifying high potential employees.

Lead change management initiatives and help team members adapt effectively to new processes and systems.

QUALIFICATIONS & EXPERIENCE Required (Negotiable):

Matric

Relevant qualification in Travel and Tourism would be an advantage

Computer skills: Outlook, Excel, Word, Tourplan

Minimum 5 years (an advantage) consulting experience at an Inbound Tour Operator

Advanced product and destination knowledge on Southern Africa

Previous experience mentoring staff

KNOWLEDGE, SKILLS, ATTRIBUTES & ABILITIES

Proficient in planning and organizing itineraries for travel within Southern Africa

High level of Southern African Product Knowledge

Knowledge of Travel Industry, Tourism and Hospitality procedures and processes

Understanding of the company's Standard Operating Processes

Proficient in working with Tourplan – all aspects of reservations and reporting

In-depth understanding of company product, systems, procedures and processes (i.e. Tourplan, Oasis, TripClip, Agent Zone, supplier booking systems and third-party supplier systems

Ability to manage and balance Tour Financial Summary

Financial acumen – understanding of debits, credits, invoicing, ROE, margins and mark-ups

Strong people leadership and coaching skills.

An analytical mind

Quality and Customer Orientated – sets standards for excellence

Good reader with a high level of attention to detail

Confident, well organized, reliable and accountable

Strong interpersonal skills – positive, fair, respectful, decisive, discreet

High level of Emotional Intelligence - Self-awareness, Self-regulation, Motivation, Empathy, Social skills.

Strong communication skills – written and verbal. Ability to communicate with a variety of audiences. Build and maintain rapport and relationships with others.

Ability to create an inclusive and psychologically safe team environment.

Strong decision-making and problem-solving skills.

Skilled in conducting performance conversations, feedback sessions and development discussions.

Ability to foster accountability while maintaining positive working relationships.

Ability to motivate and develop talent.

Ability to build high-performing and engaged teams.

Ability to resolve conflict within the team