Reservation Officer

Job Description

Supervise the day to day operation of an assigned reservation unit, ensuring effective coordination with internal departments and external suppliers/clients in order to provide accurate, friendly and professional services whilst minimising cost and maximising sales opportunities. Job Outline - GENERIC ACCOUNTABILITIES - Implement and review processes and procedures to improve the productivity and performance of the unit, making recommendations for improvement and ensuring procedures and processes are fully communicated to staff. - Design and implement action plans that maximise all possible revenue opportunities and support the achievement of targets and ensure service turnaround times are exceeded. - Monitor and manage assigned pre-payment accounts/groups and escalate any irregularities for review and action. - Analyse assigned credit accounts and resolve all short payments by correcting files or clarifying with tour operators/outstations so that the accounting for all files is in line with laid down guidelines. - Develop and maintain effective professional relationships with travel trade by establishing regular contact with local suppliers, reservations and accounts staff. - Analyse all customer feedback and resolve an concerns and provide feedback as appropriate about the performance of assigned accounts, their practices or any irregularities. - ACCOUNTABILITIES SPECIFIC TO FIT/DSO - Plan the monthly schedule and annual leave plans to optimise service delivery and operational efficiency. - Conduct annual and interim performance reviews for staff as per the company guidelines. - Train staff on all operational aspects and ensure that a high standard of service is provided to principals and passengers. - ACCOUNTABILITIES SPECIFIC TO LEISURE GROUPS - Attract and capture the client?s interest in the destination by making quality, cost effective, and detailed proposals which result in innovative and competitive tailor made programs. - Conduct regular hotel/suppliers inspections keeping up to date with the latest developments in the destination. - Create operational plans prior to the clients arrival, liaise with the operations team and suppliers, supervise and support the field operations of each client/group and pre-empt and resolve problems so that the client has a seamless experience. - Plan, schedule and organise leisure groups from conception to completion and ensure a high quality service throughout the customer experience. - ACCOUNTABILITIES SPECIFIC TO EKH - Responsible for the effective utilisation of manpower and technology resources allocated to maintain high service levels - Implement the specified action plan for servicing of enquiries, bookings and reservations for new and existing agents in order to ensure that service turnaround times are maintained while enhancing all possible opportunities for maximisation of revenue. - To continuously review internal processes and procedures, and provide recommendations for process improvements and cost savings - Monitor leisure groups team productivity on a weekly basis and report on established KPIs with a view to address improvements. Develop operational KPIs to address efficiency & effectiveness (Turnaround times etc.) - Manage the team & individual targets and incentive plan

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