Group Reservations Manager
Posted 5 Jun 2019
This position involves managing a small team of consultants & admin staff and their development, overseeing sales and fulfilment of all scheduled group tours; developing the team and making sure the tours are filled and run profitably. The role requires a high level of management skills – mentoring, coaching, training and guiding different levels of staff, being analytical, organized and dedicated, and able to do multi-layer problem solving in a pressurized environment. Duties: · Have an intimate knowledge of all aspects of the group departures · Ensure that all team and individual deadlines are met (work tasks, minimum 24 hour response times etc.) and high-level of customer service is maintained · Offering advice on any difficulties that a team member might have (amending an itinerary, problems on the road, accommodation availability issues etc.) · Ensure that the work tasks are correct, monitor that follow ups are done, bookings in place, suppliers paid, etc. · Ensure that correct bookings and office procedures are followed, i.e. using preferred suppliers, booking designated tours, use correct administrative tools, overviews etc. · Regular assessment of work in the form of spot checks and analysis of status reports · RE-allocate duties if staff are off - including taking on some of the workload to ensure that standards are maintained · Continual assessment of procedures and processes and adapting to improve performance and efficiency · Checking and approving guide allocations and budgets · Creating, approving and improving templates year on year · Constant monitoring of the departures o Maintenance of departure sheets o communicating with the marketing team to increase sales o Ensuring that tours using alternative accommodation are monitored constantly in conjunction with the Product Team o Identifying tours that need to be closed due to lack of bookings o Closing off all Tours after travel · Sorting out customer complaints, supplier problems and queries relating to any of the tours in conjunction with the Product and Marketing team · Building supplier and agent relationships · Assist in creating & setting up statistics that any other department might need (Supplier & tour related) · Weekly and monthly reporting on department performance · Communicate with product re block booking progress, accommodation issues, alternatives needed etc. · Assisting with the creation of new tours and advising on historical occurrences when planning following years schedule in conjunction with the Product Team · Training new staff on all aspects of the department · Allocate a senior person to mentor new or junior coordinators/ interns. · Regular staff appraisals · Ensuring Staff motivation as well as disciplinary action is conducted regularly and fairly · Making sure that the department is staffed correctly at all times – including working hours, lunches, leave and assessment on head count · Training new staff members in other department on how the groups team works · Profit & Loss information / understanding profit & loss / contributing to running tours profitable by looking at alternative accommodations / picking up trends, etc. · Client feedback/correspondence
Neg based on experience
Cape Town, Western Cape
Required Qualifications Experience Required: Tertiary education in tourism or related field; 5+ years of industry experience; 2+ years of team leader/management experience; Quoting for Groups; strong computer systems/communication/organisation skills; Tourplan experience is beneficial.
Experience Required: Tertiary education in tourism or related field; 5+ years of industry experience; 2+ years of team leader/management experience; Quoting for Groups; strong computer systems/communication/organisation skills; Tourplan experience is beneficial.
Additional Info Only suitable candidates will be contacted.
Only suitable candidates will be contacted.
Contact Details Email directly with CV and letter of motivation: email@example.com.
Email directly with CV and letter of motivation: firstname.lastname@example.org.