Reservation Agents

Job description

Are you an experienced hospitality professional with a passion for delivering exceptional guest experiences? One of our Safari Tourism clients is seeking a dynamic and hands-on Reservations Manager to lead and grow their reservation's function.

Job description

The Reservations Manager position is based in Maun, Botswana and is responsible for leading the reservations department. This includes managing systems and processes, overseeing yield and revenue management, and ensuring seamless booking experiences for guests, travel agents, and DMCs. The role plays a critical part in revenue optimisation, guest satisfaction, and team development. The role requires a hands-on, service-oriented leader.



Key performance areas

Reservations oversight | Lead the development of systems, standard operating procedures, and operational workflows. Oversee reservations platforms.

Booking management and service delivery | Ensure the reservations team delivers exceptional service, handles booking volumes efficiently, and maintains system accuracy.

Yield and revenue optimisation | Analyse patterns and data to inform pricing, promotions, and inventory strategies.

Client and partner relations | Maintain excellent working relationships with agents, DMCs, and guests. Manage complex bookings and service recovery where needed.

Reporting and analysis | Produce occupancy and revenue reports. Track KPIs, conversion rates, and service performance. Recommend improvements.

Budget management | Prepare and manage the reservations department budget. Monitor costs, identify areas for cost-efficiency and revenue growth, and ensure adherence to financial targets.

Team leadership and training | Recruit new reservation team members and train and manage the reservations team. Set KPIs, conduct performance reviews, and foster a collaborative, guest-first culture.

Compliance and risk management | Ensure adherence to legal and data privacy requirements. Monitor and address operational risks.

Qualification: A recognised diploma or higher in Tourism, Business or related fields.

Experience: Ten (10) years’ experience within the safari industry with at least three (3) years’ in a reservations management role.

Other: Proven experience in the key performance areas and strong working knowledge of booking platforms.

Posted on 15 Jul 12:22, Closing date 31 Aug