Hotel & Resort Group with Head Offices in Centurion is looking for a Central Reservations Manager to ensure that the reservations team adhere to policies and procedures implemented by the property, while working with the team to promote internal sales and upselling of all facilities.
The successful candidate will be mainly responsible for managing reservations of 17 hotels / resorts and coaching the team to deliver quality guests service and meet financial targets for the properties.
Responsibilities:
- Day to day management of the central reservation’s teams, comprising of 6 Group Booking Agents and 5 Individual Booking Agents for 17 hotels
- Work with hotel management teams in the group to help grow and maximise their revenue
- Lead from the front - taking and managing guest reservations where needed
- Manage guest feedback from start to finish, including coaching the team to continually improve, driving service quality and customer satisfaction
- Ensure recognition rewards guests profiles and allocation of rooms
- Train, coach and develop junior members of the reservation’s teams
- Take and process group and large value bookings
- Compile Weekly feedback reports on group bookings
- Ensure all guests are quoted and billed correctly and relevant checks are made ref payments
- Manage our no-show’s cancellation policy
- Work with Revenue management team ensuring correct rate codes/market segments are used during various seasons
- Conduct weekly team meetings
- Apply systems thinking in problem solving and decision making.
- Develop self to maintain professional competence at senior management level.
- Facilitate innovation and lead team leaders to implement change.
- Facilitate the implementation of a productivity framework.
- Lead Team Leaders to develop organisational and governance strategies.
- Manage and review systems and processes.
- Manage crisis situations.
- Manage customer acquisition and retention programmes.
- Manage dispute mediation
Requirements:
- Matric (Grade 12) or equivalent
- Higher Degree or Diploma
- At least 5 + years industry experience
- Proven experience as Central Reservations manager or similar position
- Experience in customer service is required
- Solid understanding of reporting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and Central Reservations equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- People management experience
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