Reservations Manager

Private Game Reserve with offices in Pretoria East is looking for a Reservations Manager and/or Financial Manager .
The position will be in the reservation department and will oversee a team of 8 reservationists and will report to the Sales & Marketing Manager.
The candidate will also potentially travel to also attend local travel shows once or twice a year.
Duties:   Service Delivery & Operational Excellence: Ensure a high level of service delivery to both customers and lodge operations, maintaining consistent standards.
Lead the reservations team to achieve service excellence and meet occupancy targets.
Reporting & Documentation: Develop and design new reporting documents and systems to improve internal processes.
Enhance existing reporting procedures to support sales and operational goals.
Manage weekly and monthly reports for the Sales team to track performance and outcomes.
Sales & Reservation Management: Guide the reservations team on sales processes to maximize occupancy.
Oversee the entire booking process from initial enquiry to booking confirmation and payment.
Monitor deposit payments and follow up on any outstanding payments according to established timelines.
Guest Experience & Communication: Ensure smooth communication with clients regarding reservations, including feedback on telephonic, electronic, and written inquiries.
Prepare pre-arrival information for guests to enhance their overall experience at the lodge.
Regularly follow up on all reservations, ensuring timely responses and accurate details.
Team Leadership & Client Interaction: Manage, mentor, and motivate the reservations team to ensure high performance and customer satisfaction.
Always maintain professionalism and a presentable image when interacting with guests, clients, and colleagues.
Handle client relationships, addressing queries, resolving conflicts, and ensuring client satisfaction.
General Administration: Provide general administrative support to the reservations department and assist with tasks across the portfolio of properties.
Answer calls and respond to emails in a timely and professional manner.
Requirements:   Matric or equivalent Relevant Tourism qualification Proven in-depth knowledge of Excel Diploma or degree At least 5-8 years' experience in a similar role within the hospitality or tourism industry, preferably in reservations or team management In-depth knowledge of tourism industry operations, including rates, activities, and lodge operational procedures Team management experience, with the ability to lead, motivate, and guide a team Strong customer relations skills, with the ability to handle conflict and provide outstanding service Proficient in Excel; experience with PANstrat or similar software will be an advantage Strong business administration experience Ability to work under pressure and manage multiple tasks simultaneously Excellent judgement and decision-making skills Self-managed and proactive, with the ability to work with minimal supervision Energetic, driven, and results-oriented with a passion for delivering high-quality service Innovative and creative problem-solving skills Willingness to travel as required by the role.
Ability to adapt to a dynamic and fast-paced environment.
Package on offer: Market related depending on experience and qualifications Pension fund and dreaded disease cover Work hours: Monday - Friday (Standby on some weekends & public holidays)