Job Description

Our client in the Hospitality industry is currently looking for a Reservations Manager, in Cape Town, Western Cape.Responsibilities:

• Manage the reservations team, providing training, support, and guidance to ensure high performance.
• Oversee the daily operations of the reservations department, including managing the reservation system and maintaining accurate records.
• Ensure prompt and professional handling of all reservation inquiries via phone, email, and online platforms.
• Resolve guest issues and complaints with a focus on providing excellent customer service.
• Stay updated on industry trends and competitor offerings to maintain a competitive edge.
• Maintain strong relationships with guests and industry partners.
• Team Leadership and Management:
• Recruit, train, and mentor the reservations team, fostering a collaborative and high-performing work environment.
• Conduct regular performance evaluations, set goals, and provide constructive feedback to team members.
• Schedule and manage staffing levels to ensure adequate coverage during peak times.
• Train staff on new technologies and processes related to the reservation system.
• Reservation Operations:
• Oversee all aspects of the reservations process, ensuring accuracy and efficiency in bookings, modifications, and cancellations.
• Maintain the integrity of the reservation system, ensuring data accuracy and timely updates.
• Develop and implement standard operating procedures (SOPs) for the reservations department.
• Guest Relations:
• Act as a point of contact for high-profile guests and manage VIP reservations to ensure a personalized experience.
• Address and resolve guest inquiries, issues, and complaints with professionalism and care.
• Gather and respond to guest feedback to enhance service quality and operational efficiency.
• Cross-Department Collaboration:
• Work closely with the front office, sales, and marketing teams to align reservation strategies with overall business goals.

• Hotel School Diploma as an added advantage
• Must speak, read, write and understand the primary language used in the workplace.
• Must be able to speak and understand the primary language used by the guests who visits the hotel.
• Experience as a Reservations Management or Assistant Reservations Manager.
• Strong understanding of hotel software solutions.
• Working knowledge of Opera and their functionalities.
• Working knowledge of SynXis & Travel Click Channel Manager.
• Ms Word, Outlook and Excel.
• Required Characteristics:
• Detail orientated
• Analytical
• Decisive
• Diligent
• A Team Player
• Mature
• Target driven
• Creative problem solver
• Honest

• Up to R35 000 per month.

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