Job Description

Reservations Manager Johannesburg Gauteng

Salary: Market Related

Purpose of Position:

Complement Recruitment are recruiting for Reservations Manager for a permanent position in Randburg, Johannesburg, Gauteng. The Reservations Manager is responsible for overseeing and providing training to the reservations team. They are to manage all reservations functions including SOPs for all properties. They are to maintain and grow relationships with sales and preferred partners and they are required to make daily revenue decisions relevant to the reservations department.

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Minimum Requirements Qualifications And Skills

• Grade 12 (essential); Hospitality degree or diploma (advantageous).
• Proven experience in a similar position 3-5 years (essential).
• Own transport, able to work extended hours when need be.
• Sound knowledge of Reservations Management and Reservations Functions.
• Proven track record of meeting and exceeding targets.
• Knowledge of Revenue Management.
• Excellent attention to detail.
• Guest focus philosophy, living the brand and driving the company experience.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & solution seeking skills.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills tolerance, patience, and care, ability to receive constructive feedback openly.

KEY FOCUS AREAS

Management of the Reservations Team

• Ensure Reservations team adhere to standards, in terms of turnaround times and quality of responses:
• Maximum 4-hour turnaround time where possible if not able to respond, enquiry must be acknowledged, and a timeline presented for a response.
• Accurate responses to be given, in a professional manner where there is no availability, alternative dates, properties, or waitlist options must be given.
• Professional telephone and email etiquette to be always adhered to.
• Managing any disciplinary issues that arise
• Provide Regular Training for the Reservations Team

Properties

• STO contracts.
• Rates.
• Product updates.
• Site inspections.
• Bi-Yearly Reservations Survey
• Reservation Skills.
• System Updates.
• Business email etiquette.

Management of Reservations Functions

• Auto-release procedure for Provisional Bookings.
• Deposits and Cancellations.
• Managing the Debtors accounts and working closely with the Finance department
• Ensuring respective properties are not overbooked, and room allocations are done correctly.
• Monthly Reservation Reports reservation activity, trends, happenings in the department.
• Maintenance of the Properties Yearly and adhoc
• Adhoc Reporting for Revenue and Sales
• Ensure your accessibility during working hours as well as an after hours / weekend contact, should the Emergency Phone Designate be unavailable / unable to assist with Reservations Issues.
• Handling emergencies over weekends in conjunction with the Emergency Phone Designate.

Systems

• Working together with the Systems Manager to implement and oversee the successful changeover to Opera Cloud.
• Responsible for Reservations SOP for all the properties.
• Tour Operator Relationships / Maintaining & Growing Relationships with Preferred Partners
• Establish and maintain strong relationships with Reservations/Product Managers at key Accounts.
• Resolution of guest/agent complaints with respect to bookings/booking procedures/reservations team.
• Identifying preferred partners and keeping contact
• Quarterly sales calls with specific preferred Agents

Sales Relationships

• Establish strong working relationship with Sales.
• Mutual co-operation in resolution of issues arising from booking errors etc.
• Attendance of Sales Connect Meetings, providing updates & weekly trends in Reservations.
• Daily Revenue Decisions

Reservations

• STO contract updating/amending wording.
• Rate parity
• Checking availability, provisional releases, overbookings
• Bednight and staff travel approvals.

Group Series

• Acquisition of new Group Series where required (in conjunction with Sales and the Revenue Analyst)
• Working with the Groups Reservations Consultant to manage group series.

Groups & Incentives

• Acquiring and confirming Ad Hoc Groups at our properties
• Monitoring volume of group quotes, inventory held, release periods, and agreed conditions for the group (including payment)

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