Reservations Manager (Key Account) at Private Safaris DMC

Job Purpose:

• The primary objective is to serve as the sales driver and main point of contact for key accounts, while also taking charge
• of leading, motivating, and training the Reservations Team. It is crucial to ensure that all operations within Private
• Safaris business units are efficient and profitable, with a focus on alignment and streamlining across departments and
• business units. Additionally, the goal is to establish an environment that fosters smooth and effective workflows,
• ultimately delivering exceptional service and customer-centric experiences.

Key Responsibilities:
Sales

• Maintain excellent customer/client relationships.
• Gather and provide agent feedback with regard to sales and product needs.
• Use knowledge to guide the team on the customer journey and be the expert.
• Deliver on or exceed sales targets as per business expectations.
• Investigate and understand the customers and operators’ business requirements.

Reservations

• Monitor the quoting and operational accuracy of the team. Ensuring operational excellence.
• Monitor workload distribution and, in cooperation with the HOD, plan staff accordingly.
• Oversee quotation checks and conduct spot checks, as well as create cost and margin awareness.
• Guide the team to achieve goals such as the agent's Service Level Agreement, deadlines and sales targets.
• Process, analyse, and action upon the turnaround time and workload reports.
• Support improvement of staff Best Practices expertise on the use of Systems. Implementation of Best Practices
• and support the team to gain expertise and knowledge on current systems and process optimisation.
• Maintain high levels of quality and drive profitability through margin control, sales training, use of
• barter/override agreements and encouraging the team to upsell.
• Improve the quality of service/products by communicating customer feedback with relevant teams/departments.
• Ensure the team utilises the product shelf as set out by the Product Team.
• Assist consultants with all queries on complaints received.

Human Resources

• Plan, in cooperation with the HOD, the number of Destination Specialists needed. Define the specific
• requirements for each post, create job descriptions, initialise the recruiting process, and participate in interviews.
• Keep records on any kind of leave / off days / additional days worked.
• Build up and maintain a high level of motivation and team spirit. Be approachable and supportive to your staff.
• Ensure open communication and information policy and have regular meetings with your staff.
• Establish clear staff targets, conduct annual performance appraisals, and participate in disciplinary procedures.
• Develop and support the staff. Ensure proper training for new staff in coordination with HR.
• Maximise the available staff force by cross-training consultants.

Financial

• Ensure correct and timeous invoicing and collection.
• Ensure Reservation Team is following the processes as outlined in terms of invoices, Papertrail, etc.
• Assist the team to resolve account queries.
• Demonstrate an understanding of the concepts of cost, profit, Nett and gross selling prices.

Additional Responsibilities:

• Know the customer product shelf as well as the Private Safaris priorities around sales/product.
• Be aware of our competitors’ products.
• Occasional Educationals/Familiarisation travel in Southern Africa. Report back and provide team training.
• Demonstrate excellent communication skills and customer care.
• Support and give input to the Management decision making process.
• Confidentiality implied unless explicitly told otherwise.