Key Requirements:
Ensure existing and new team members have the capability to (1) internalise & consistently follow SOPs; and (2) learn and optimally use tools (technology) provided
Review, assess and evolve the portfolio of SOPs deemed necessary to achieve the primary goal
Ensure the proper use of a CRM software to track team member performance and other KPIs acting as leading indicators towards the achievement of the primary goal
Effectively with other departments (e.g. finance) to ensure the booking procedure is following cross-functional policies and SOPs
Training the reservation team
Ensure high employee engagement within the reservations team, with a focus on morale and job satisfaction
Qualifications:
Bachelor’s degree in hospitality management, business administration, or a relevant field
At least 5 years of experience in a reservations management role within the hospitality industry – ideally with Safari hospitality industry
Excellent “floor leader” motivation, communication and decision-making skills
Proficiency in using Central Reservation System
Strong analytical skills with the ability to interpret data and trends
Exceptional customer service skills and a passion for delivering high-quality inquiry management experiences
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