JOB TITLE

 

GROUP RESERVATION MANAGER

NATURE OF JOB

FULL TIME

INDUSTRY

HOSPITALITY

SALARY

KSHS.350,000 PLUS ALLOWANCES

JOB LOCATION

NAIROBI

 

DUTIES AND RESPONSIBILITIES

Reservations Management:

  • Oversee and manage the reservations department for the company’s camps and lodges.
  • Ensure that reservation processes run smoothly and efficiently, meeting all set targets and timelines.
  • Monitor and manage bookings for all properties under the group, ensuring all reservations are recorded accurately in the system.
  • Handle VIP reservations and ensure that special requests or requirements are taken care of with utmost attention to detail.
  • Develop and maintain reservation policies and procedures to ensure consistency and quality service.

Team Leadership & Management:

  • Lead, train, and mentor the reservations team, ensuring they adhere to company policies and maintain high standards of customer service.
  • Conduct regular performance evaluations for the team and provide constructive feedback.
  • Foster a positive and collaborative working environment within the reservations department.

Revenue Management:

  • Work closely with the revenue management team to optimize room rates and occupancy levels across the camps and lodges.
  • Review booking trends and adjust strategies to maximize revenue generation.
  • Coordinate with marketing teams to implement promotional campaigns that can drive bookings during off-peak seasons.

Customer Relationship Management:

  • Build and maintain strong relationships with guests, travel agents, and tour operators.
  • Respond promptly to inquiries and requests from guests, ensuring a personalized experience.
  • Resolve any customer complaints or issues related to reservations in a professional manner.

Collaboration & Coordination:

  • Coordinate with the operations, front office, and housekeeping departments to ensure smooth check-in and check-out processes.
  • Ensure that all groups, including corporate groups, special events, and individual guests, have their needs met in terms of booking, allocation, and services.
  • Provide reports and forecasts to senior management on booking trends, occupancy, and revenue performance.

Technology & Systems Management:

  • Utilize reservation software and systems to process bookings, cancellations, and modifications.
  • Ensure the reservation systems are up-to-date, accurate, and fully functional.
  • Provide feedback to IT departments for the optimization of the reservation systems.

Compliance and Documentation:

  • Ensure all reservations comply with company policies and industry regulations.
  • Maintain accurate and up-to-date records of reservations, cancellations, and any changes made to bookings.
  • Prepare and submit weekly/monthly reservation reports for senior management review.

KEY REQUIREMENT SKILLS AND QUALIFICATION

  • Degree in Hospitality Management, Tourism, or a related field is required
  • A certification in reservations management or a related qualification is an advantage
  • 5+ years of experience in a senior reservations’ role, preferably in a luxury camp or lodge setting.
  • Proven ability to lead and manage a reservations team effectively.
  • In-depth knowledge of reservation management systems and booking engines.
  • Analytical and detail-oriented with the ability to make data-driven decisions.
  • Customer-focused with the ability to handle guest requests and complaints professionally.

 

HOW TO APPLY

  • If you meet the above qualifications, skills and experience share CV on

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  • Interviews will be carried out on a rolling basis until the position is filled.
  • Only the shortlisted candidates will be contacted.