Operations Manager

CORE RESPONSIBILITIES

Overseeing all reservations from initial inquiry to final confirmation, ensuring accuracy, and managing the daily booking flow, including updates and cancellations.

TEAM LEADERSHIP:

• Leading, training, and motivating the reservations team to meet departmental goals and Key Performance Indicators (KPIs).
• Revenue and yield management: Optimizing revenue through effective yield management

ACCURATE INVOICING

• Client and guest relations: Liaising with travel agents and handling inquiries, complaints, and special requests.

OPERATIONAL OVERSIGHT:

• Managing group bookings, checking rooming lists, and ensuring compliance with contractual obligations and internal policies.
• To ensure client expectations are met and the highest delivery of service is driven through the business.
• To ensure that clients are offered the best available price and product.
• To build and retain relationships with clients
• To always ensure effective communication with clients.
• To ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.

REQUIRED SKILLS AND QUALIFICATIONS

Experience

5 years of experience in sales, management, or a leadership position preferably in the hospitality or travel industry

Excellent Regional geographic knowledge

EDUCATION

Matric / Grade 12

A bachelor’s degree in Tourism management or a related field.

Technical skills:

Proficiency in computer reservations systems is essential.

Other skills

Strong customer service, communication, and organizational skills are necessary for success in this role.

COMPETENCY

• Attention to detail is essential
• A mature approach when dealing with people
• Capacity for dealing with employers and workers at all levels
• Confidentiality, tact and discretion when dealing with people
• Excellent planning, organisational, and analytical skills
• Good verbal and written communication skills
• Integrity and Honesty
• Good interpersonal skills
• Good Problem-solving skills
• Negotiation and liaison ability