Senior Reservations Consultant

Description

We are seeking an experienced and professional Senior Reservation Consultant to oversee our reservation operations and ensure exceptional service delivery to our clients. This role requires strong organizational skills, an in-depth understanding of the Tourism and Hospitality Industry, and a commitment to maintaining service excellence while maximizing revenue opportunities.

Key Responsibilities:

Reservation Handling:

• Handle high volumes of reservation inquiries via phone, email, and online channels promptly and professionally.
• Ensure all email requests are addressed within 24 hours during office hours, with full records maintained for bookings.
• Answer telephonic calls promptly and courteously.
• Process bookings, confirmations, cancellations, modifications, and payments accurately using the reservation system.

System and Process Management:

Customer Service:

• Respond professionally and helpfully to inquiries regarding information, products, room availability, and services.
• Ensure familiarity with all services, rates, and activities provided by the companys lodges to offer accurate information to clients.
• Address customer inquiries, complaints, and issues effectively to foster satisfaction and loyalty.

Revenue Optimization:

• Upsell additional products or services and other lodges in the group whenever possible to maximize revenue opportunities.
• Monitor room allocations to ensure maximum efficiency and profitability.

Team Collaboration and Leadership:

• Communicate effectively with the lodge reception team to update them on late bookings or changes.
• Assist team members with tasks where necessary and rotate a duty phone for after-hours calls.
• Train and mentor junior reservations consultants to improve their skills and performance.

Problem-Solving and Reporting:

• Report potential problems, suggest ideas for improvement, and work with the Reservations Manager and Marketing Manager to develop solutions.
• Liaise daily with lodges to resolve operational difficulties and ensure seamless communication.

Compliance and Standards:

• Adhere to company policies, procedures, and quality standards to maintain compliance and uphold service excellence.

Requirements

Education:

• Bachelors degree in Hospitality Management, Tourism, or a related field (preferred).

Experience:

• Minimum of 3-5 years of experience in reservations or a related role, with at least 2 years in a supervisory or managerial capacity.
• Experience with the Innkeeper system or similar property management software.

Skills and Attributes:

• General knowledge of the Tourism and Hospitality Industry.
• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills.
• Analytical mindset and attention to detail.
• Customer-focused approach with a proactive problem-solving attitude.
• Proficiency in Microsoft Office Suite and reservation software.

Key Performance Indicators (KPIs):

• Timely and accurate handling of reservation inquiries.
• Achievement of revenue and occupancy targets.
• High customer satisfaction ratings and repeat bookings.
• Efficiency in reservation processes and team collaboration.

Closing date: 27 January 2025