Head of Reservations at Summit Recruitment and Search

Key Requirements:

• Ensure existing and new team members have the capability to (1) internalise & consistently follow SOPs; and (2) learn and optimally use tools (technology) provided
• Review, assess and evolve the portfolio of SOPs deemed necessary to achieve the primary goal
• Ensure the proper use of a CRM software to track team member performance and other KPIs acting as leading indicators towards the achievement of the primary goal
• Effectively with other departments (e.g. finance) to ensure the booking procedure is following cross-functional policies and SOPs
• Training the reservation team
• Ensure high employee engagement within the reservations team, with a focus on morale and job satisfaction

Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a relevant field
• At least 5 years of experience in a reservations management role within the hospitality industry – ideally with Safari hospitality industry
• Excellent “floor leader” motivation, communication and decision-making skills
• Proficiency in using Central Reservation System
• Strong analytical skills with the ability to interpret data and trends
• Exceptional customer service skills and a passion for delivering high-quality inquiry management experiences