Travel Reservations Manager - Cape Town, South Africa - Black Pen Recruitment

Black Pen Recruitment
Black Pen Recruitment
Verified Company
Cape Town, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Job Title:
Reservations Manager (DMC/Safari)


Start Date:
Flexible


Location:
Cape Town


Job Type:
Full Time | Hybrid


Salary:
Base Salary + Benefits


Requirements:


  • Completed Tertiary qualification
  • 4 years DMC experience
  • 4 years Team Leadership experience
  • Tourplan

Benefits

  • Base Salary
  • Medical aid R 3 220


  • Discovery Vitality R32

  • Hybrid work: 23 days in the office per week
  • Flexible working hours: Start no later than 10:00 am as long as you work 8 hours per day + lunch

Responsibilities

  • Maintain excellent customer/client relationships
  • Gather and provide agent feedback with regard to sales and product needs
  • Use knowledge to guide the team on the customer journey and be the expert
  • Deliver on or exceed sales targets as per business expectations
  • Investigate and understand the customers and operators' business requirements.
  • Monitor the quoting and operational accuracy of the team
  • Ensure operational excellence on a daily basis
  • Monitor workload distribution and in cooperation with the HOD plan staff accordingly
  • Oversee quotation checks and conduct spot checks, as well as create cost and margin awareness
  • Guide the team to achieve goals such as the agents Service Level Agreement/deadlines and sales
- targets

  • Process, analyze, and action upon the turnaround time and workload reports
  • Support improvement of expertise of staff Best Practices on the use of Systems.
  • Maintain high levels of quality and drive profitability through margin control, sales training, use
- of barter/override agreements and encouraging the team to upsell

  • Guide and monitor the team to achieve operational excellence
  • Improve the quality of service/products by communicating and discussing customer feedback with the relevant teams/departments.
  • 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, define the specific requirements for each post, create job descriptions, initialize the recruiting process, and participate in interviews.
  • Keep records on any kind of leave / off days / additional days worked.
  • Build up and maintain a high level of motivation and team spirit.
  • Be approachable and supportive to your staff.
  • Ensure open communication and information policy and have regular meetings with your staff.
  • Establish clear targets for your staff, carry out annual performance appraisals, and be involved in
- any required disciplinary procedures.

  • Develop and support the staff.
  • Ensure proper training for new staff in coordination with HR.
  • Maximize the available staff force by crosstraining consultants.
  • Ensure correct and timeous invoicing/collection
  • Ensure the reservation team is following the processes as outlined in terms of invoices and Papertrail etc.
  • Assist the team to resolve account queries
  • Demonstrate an understanding of the concepts cost, profit, nett and gross selling prices.
  • Know the customer product shelf as well as the company priorities around sales/product
  • Be aware of our competitors' products
  • Travel occasionally on educationals' and familiarization trips to Southern Africa, report back and provide training to the team.
  • Demonstrate excellent communication skills and customer care.
  • Support the decision making process of management by giving input.
  • Keep all information obtained from management confidential if not explicitly told otherwise.
  • It is expected of all employees to perform not only task mentioned in the job description, but also
- direct allocated or extraordinary tasks that could arise.


About the Company


Our client continuously excels in arranging all aspects of destination management services in South Africa, Namibia, Botswana, Zambia, Zimbabwe, Malawi, Kenya, Uganda, Tanzania, Zanzibar, Rwanda, Mozambique, Madagascar and Mauritius.

Their source markets have grown continuously and now include Europe, Asia, South and North America.

They have the resources and hands-on experience to guide you through the wide array of destination possibilities.

They arrange custom-designed specialized tours for more than 2 000 groups annually as well as offer accommodation, city-breaks, safaris, tours, trains, regional and domestic flights, fly-drive packages, cruise-ship handling, excursions and transfers for the individual traveler.

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