Cape Town: Assistant Reservations Manager posted by Kendrick Recruitment

Assistant Reservations Manager | Luxury Property Group | Cape Town

Salary: R37,000 R40,000 DOE

Kendrick Recruitment is seeking an experienced and proactive Assistant Reservations Manager to join a luxury property group in Cape Town. This role combines hands-on travel design, team supervision, systems governance, and commercial accountability, ensuring operational efficiency, service excellence, and consistent brand delivery across all markets.

The successful candidate will support the strategic and operational leadership of the Reservations team and step into full managerial capacity when required.

Key Responsibilities:

Travel Design & Guest Experience

• Research, design, and curate high-end itineraries for B2B and B2C guests

• Support Travel Designers in crafting seamless, guest-focused journeys across all properties

• Maintain expert knowledge of all destinations and third-party products

• Review complex or high-value bookings for operational feasibility and guest alignment

• Identify upsell and cross-sell opportunities

• Approve discretionary discounts within authorised thresholds and ensure internal compliance

• Step into full managerial capacity in the absence of the Head of Reservations

• Collaborate closely with Operations and other teams to ensure seamless guest experiences

• Book domestic and international flights and third-party services

• Manage peak period inventory strategically, considering logistics and operational constraints

Booking Performance & Revenue Integrity

• Monitor booking pace, occupancy levels, and peak period availability

• Support tactical offers and ensure correct application

• Monitor cancellation trends and implement mitigation strategies

• Ensure rate integrity and compliance with discount policies

• Participate in commercial reviews and provide operational insights

• Support the team in achieving departmental revenue targets

Team Leadership & Development

• Supervise, mentor, and motivate the Reservations team

• Conduct regular quality control audits on bookings, communications, and systems

• Provide structured coaching and feedback to Travel Designers

• Assist in onboarding new team members and supporting probation processes

• Implement and maintain training plans and calendars

• Manage team scheduling to ensure adequate coverage across markets

• Handle escalated guest or agent matters professionally and efficiently

Systems & Process Governance

• Ensure accurate use of reservation systems, CRM, and booking platforms

• Maintain CRM hygiene and accurate pipeline tracking

• Oversee rate loading accuracy across all systems and third-party platforms

• Ensure data integrity and audit-ready booking documentation

• Identify system inefficiencies and recommend process improvements

• Implement and maintain SOPs and operational standards

• Ensure consistent application of booking terms, cancellation policies, and lead scoring

• Support automation and process improvement initiatives

Financial & Compliance Oversight

• Ensure timely follow-up of deposits and outstanding payments

• Monitor upcoming payments and support team accountability

• Liaise with Finance regarding reconciliations and allocation queries

• Support margin awareness across bookings and responsible discount application

• Assist in preparing weekly and monthly reporting on team and booking performance

Customer Retention

• Monitor current itineraries and handle any travel-related issues

• Manage customer complaints efficiently and ensure timely resolution

• Follow up with guests during and after travel experiences

Experience, Qualifications & Competencies

• Demonstrated experience in a comparable leadership role within luxury hospitality, safari, or high-end travel

• Excellent written and verbal communication skills

• Proven track record in delivering accuracy and attention to detail

• Motivated and determined to meet and exceed sales and performance goals

• Demonstrated excellence in proactive customer service

• Strong negotiation, planning, and organisational skills

• Creative, initiative-driven, and solutions-focused

• Team player who shares knowledge and learning with others

• Professional with a positive and approachable attitude

• Ability to build and manage relationships with diverse clients and cultures

• Proficiency in Microsoft Office Suite (Outlook, Excel, Word)

• Genuine passion for luxury travel

• Flexible to work varying hours as required

• Knowledge of Res Request, Safari Portal, and HubSpot advantageous

Interested candidates are invited to submit their CV to apply for this opportunity.