Reservations Manager (Key Accounts)

SUMMARY:
Top Destination Management Company (DMC) based in Paarden Eiland, Cape Town is looking for a Reservations Manager (Key Accounts).  This role offers flexible working hours / hybrid working.

POSITION INFO:
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