Reservation Manager at Singita

Purpose

• The Reservations Manager is responsible for fostering a collaborative, motivated, and high-performing team culture, ensuring exceptional service standards are consistently met while achieving sales and operational objectives, in a pressured environment. The reservations team plays a pivotal role in Singita providing expert advice and facilitating seamless reservations for local travel trade partners.
• The Reservations Manager reports to the Revenue Manager.

Key Responsibilities

• Team Management:
• Inspire and motivate a diverse team to remain aligned with the company's goals and priorities.
• Periodically review team structure to ensure it is designed to optimise service levels.
• Ensure team members are fully trained and have the information/support needed to fulfil their roles. This includes the training of new team members and the ongoing training of existing staff members.
• Ensure the optimal coverage in the department at all times. Including leave cycles; public holidays; weekends and emergency cell phone duty.
• Responsible for the development of team members on an on-going basis.
• Relationships: 
• Cultivate and nurture strong relationships with travel trade partners who book through Reservations.
• Act as the key liaison between international sales teams and lodge teams, ensuring seamless coordination on bookings.
• Reservations Systems Management:
• Develop an intimate knowledge and understanding of all systems used by the revenue teams at Singita.
• Make, amend, and interrogate both the system and reservations.
• Troubleshoot when issues arise.
• Support the Property Management Systems Coordinator with rate updates and changes to the system.
• Fully understand the mechanics of the CRES and PMS systems used at Singita.
• Support the IT and Systems department in research for what developments there are within the industry that could be adopted by Singita to improve service levels and efficiencies.
• Inventory Management:
• Optimize revenue from the team, by effectively managing waitlists, unsellable nights, and applying sales strategies.
• Group booking management, including specific terms and conditions; seasonality and pre/post supplement charges.
• Reporting:
• Must be able to analyze and interpret reports and analytics effectively.
• Support the Revenue Manager with weekly and monthly revenue and owner reports and analysis thereof.
• Understand and interpret reports to manage the deliverables and outputs of teams effectively including weekly age analysis, deposit, balance due and consortia reporting.

Skills & Experience

• Minimum of 3 years working in the hospitality/travel industry – consulting experience would be advantageous.
• Natural leader and ability to manage a diverse team.
• Team lead and/or management experience.
• Excellent communication skills, both written and verbal.
• Strategic thinking coupled with practicality.
• Deep understanding of the importance of personalization.
• Be able to problem solve by interrogating and assessing each challenge as it arises.

Other Attributes

• Flexible approach to working hours to support a team covering 7:30am-9pm and weekend shifts
• Ability to work onsite and commute to the company office in Claremont.
• Personal values align with Singita’s core values
• Committed to conservation and sustainability personally.
• A strong willingness to get involved in whatever is needed in the moment.
• Intuitive care of everyone you work with or encounter.
• Well-presented, articulate and enjoy engaging with people (personable).
• Mature, resilient, flexible/adaptable and progressive.
• High energy with a “never-give-up” attitude.
• Adaptable and resilient to change.
• Be a South African citizen or the holder of a valid South African work permit.