The primary purpose of the Reservations Operations Manager is to manage the overall performance of the operations team by ensuring the administration behind every booking is handled with speed, accuracy and efficiency. The Reservations Operations Manager is specifically accountable for the performance and leadership of the Operations Specialists, with the ultimate goal to achieve efficient turnarounds, booking accuracy and improved workflow allowing the Travel Designers (Journey Specialists) to increase the volumes and speed of sales.
Responsibilities
- Team Management
- Offer first line assistance to the Operations Specialists, allocating tasks of availability, confirmation and post confirmation services while maintaining workloads and a high level of efficiency within the team as a whole.
- Develop and mentor staff and talent to their full potential through performance development programs; identify training needs and addressing product knowledge training requirements to help the team improve the operations performance.
- Manage teams leave and their performance.
- General
- Attend regular management meetings to discuss day-to-day issues, assisting in finding solutions and possible areas of strategic importance, constructive feedback and best practices across the Wilderness group.
- Liaise with the Head of Operations & Global Integration to ensure the company strategy is implemented, and that systems are used to the maximum potential to increase efficiencies.
- Attend Associate Product meetings & presentations, ensuring the Operations Specialists are up to date with detailed knowledge of all the main regions we operate in.
- Be proactive in problem solving and offering advice to Operations Specialists and using each opportunity to train and upskill the knowledge base in your team.
- Reservations Operations Performance
- Review all supplier invoices and make sure they are sent to finance timeously.
- Ensure supplier invoices match with rates loaded.
- Liaise with RARA to update TP accordingly.
- Manage daily reports, extensions, provisionals, waitlists and dead beds etc. to minimize the unnecessary blocking of space and all accuracy with room configurations.
- Authorise and process all credit notes and booking amendments, ensuring invoice efficiencies are done based on company threshold, eliminate/reduce credits by reducing errors.
- Review outstanding vouchers on bookings and close off vouchers which have been over/incorrectly stated.
- Assist the team with extensions, waivers, cancellations, ad hoc discounting required and approved by the Head of Yield & Revenue Management based on yield allowances.
- Review product analysis and drive product sales in order to benefit from negotiated incentives
- Implement reporting measures within your team in conjunction with the Yield team.
- Review processes and take measures to implement and improve cost efficiencies and services.
- Technology & Reporting
- Optimise business processes - continuously striving to improve business effectiveness and efficiency with innovation, flexibility, and integration within the businesss technology.
- Ensure the Operations Specialists use the Wilderness Window efficiently and correctly adhering to the functionality in order to perform accurately and with fast turnaround times.
- Use reports to analyse booking conversion ratios, agent trends and feedback to the external sales team to aid in acknowledgement/recognition, training and/or upskilling where necessary.
- Using the WW and other reporting tools keep abreast of supplier stats, agent trends and reaching supplier incentive targets.
Qualification
Matric certificate with Maths (minimum standard grade or above)
Tertiary qualification in Travel & Tourism/Hospitality.
Experience
- 8-10 years in the Travel & Tourism industry
- Computer Literate (Microsoft Office, email, Internet)
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- General product knowledge on Southern & East Africa.
- Personal or educational travel experience advantageous.
- Excellent attention to detail.
A Reservations Operations Manager should have an analytical and logical approach and be capable of leading a good team. Having the ability to delegate work activities is essential. Excellent communication skills both written and oral. Be able to actively listen and communicate clearly. Deliver efficient solutions and credible service to all internal and external stakeholders.
Personal Abilities
- Models commitment to the team, motivates and grows team spirit and remains result oriented.
- Precise, organised and good communication skills.
- Ability to work under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team worker and ability to interface with various departments.
- Self-starter with high energy levels.
- Be team focused, treating people with respect.
- Have a positive attitude and impact on everyone around them.
A passion for wildlife and a commitment to sustainability and conservation and can relate personally to Our journeys change lives.
Location: Johannesburg or Cape Town.
