Reservations Team Leader

Duties:

Leading a small team within the Central Reservations Department, the entire reservations process via telephone, WhatsApp, email, online platforms, central reservation systems, referral networks and social media
Promoting sales, cross selling and upselling of various products withing the portfolio
Reservation status Management and SOP implementation
OTA management
Team Training and support
Managing cancellations, modifications, and refund requests efficiently.
Maintain compliance with all company policies and procedures.
Promote and maintain attention to detail, fast email turnaround and effective inbox management within the team
Assisting the Reservations Manager with room availability, monitoring of deposits, support revenue and occupancy forecasts and inventory management
Prepare expected arrival reports and managing the communication process to lodge operations teams.
Handle daily correspondence, maintain up-to-date files, and ensure systems are accurate and organized.
Promote and lead through professional, helpful interactions with reservations manager, colleagues, and industry partners.
Be flexible in supporting other operational areas when required.

Requirements:

Grade 12
A formal qualification
Minimum 6 years experience in a tourism / travel call centre or reservations department for multiple properties as a senior reservations consultant or proven experienced as a reservations team lead.
Proven experience in a similar role or as a senior reservations consultant
A team player with high level of dedication and leadership
Excellent computer skills (MS Office, MS Excel, PowerPoint)
PMS system knowledge - Nebula, eRes and Opera would be advantageous
Well-organized with good time management
Excellent verbal and written communication skills
Must have a good command of the English language with exceptional
writing skills.
Solid interpersonal skills
Valid RSA ID