Bryanston: Reservations Team Leader posted by Craven Cottage CC

About the Role

We are seeking an experienced Reservations Team Leader to join our Central Reservations Department at Craven Cottage CC in Bryanston. As a key member of our team, you will be responsible for leading a small team and managing the entire reservations process across various channels. You will also be expected to promote sales, cross-sell, and upsell products within our portfolio, while maintaining compliance with company policies and procedures.

Key Responsibilities

• Leading a small team within the Central Reservations Department
• Managing 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 within the portfolio
• Reservation status management and SOP implementation
• OTA management
• Team training and support
• Managing cancellations, modifications, and refund requests efficiently
• Maintaining compliance with all company policies and procedures
• Promoting 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
• Preparing expected arrival reports and managing the communication process to lodge operations teams
• Handling daily correspondence, maintaining up-to-date files, and ensuring systems are accurate and organized
• Promoting and leading through professional, helpful interactions with reservations manager, colleagues, and industry partners
• Being 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 reservation’s consultant or proven experienced as a reservations team lead
• Proven experience in a similar role or as a senior reservation’s 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

Qualifications

None mentioned in the original job description.

Salary & Benefits

Not mentioned in the original job description.