PURPOSE OF THE POSITION:

To lead and manage the centralised group reservations operations, ensuring the highest level of guest satisfaction and smooth functioning of our reservations team. Actively up-sells each business opportunity to maximize revenue opportunity and achieve revenue goals. Responsible for driving customer loyalty by delivering service excellence throughout each customer experience.                                                                                                                                                                  

QUALIFICATIONS & EXPERIENCE:

• A bachelor’s degree in Hospitality Management, Travel & Tourism, Business Administration, Hotel and Restaurant Management, or related qualification.
• At least 5 years of experience reservations or a similar role, with at least 2 years in a supervisory position.
• Experience in Rooms Division, Front Office or Yield Management/ Reservations function within the Hospitality Industry or 4/ 5-Star Luxury property/establishment.
• Proficiency in OPERA and Profit Room
• Proficiency in MS Office advanced level
• Driver's license

KEY ACCOUNTABILITIES:

• Support annual rooms and reservation budget planning aligned with strategic goals and assist in occupancy and RevPAR growth through data-driven decisions.
• Oversee group reservations, rooming lists, block bookings, and ensure timely, accurate input while maximizing conversion and revenue.
• Maintain up-to-date knowledge of reservation systems, ensure rate accuracy across all distribution channels, and oversee OPERA data quality.
• Identify new business opportunities, monitor market trends, and work with Sales to recommend strategies that support revenue targets.
• Champion exceptional customer service throughout the booking journey to strengthen client loyalty and reinforce our brand promise.
• Generate and review daily, weekly, and monthly reports on pick-up, arrivals, occupancy, and forecast performance.
• Train and lead a high-performing team, manage leave schedules, ensure productivity, and drive engagement through GPTW initiatives.
• Ensure billing accuracy, manage outstanding payments, commission tracking, and uphold company credit policies.
• Liaise with General Managers, Sales, and Finance to maintain alignment on revenue, guest experience, and operational targets.
• Monitor day-to-day operations, enquiry/booking volumes, customer experience quality, and team management.
• Promote a safe, positive, and inclusive work environment, ensuring ER/IR matters are handled in line with company values and policies.

SKILLS REQUIRED:

• Be Authentic
• Live the Values
• Cause Alignment
• Take Bold Stands
• Lead Growth
• Deliver Extraordinary Results
• Inspire Innovation

Closing date: 7 May 2025