To manage the overall reservations service performance within the company for the relevant Team. Working in collaboration with the Chief Commercial Officer and Head of Reservations to ensure a positive reservations experience for all our clients in line with the business goals. The incumbent is specifically accountable for the performance and leadership of the Reservations team applicable within the business.

Responsibilities:

• Implementing new systems/processes within reservations to continuously improve business effectiveness and efficiency while striving for innovation, flexibility, and integration with technology.
• To drive delivery service and response times, and to make each booking count with accurate quotes
• Provide team guidance on detailed itinerary planning and inspire positive action.
• Monitor any inconstancies in bookings assist in reconciling.
• Manage agent complaints and feedback where applicable.
• Work closely with the Debtors team to ensure all funds are collected timeously.
• Make sure that the Safari Designers use the Tourplan efficiently to perform accurately and with fast turnaround times, whilst being an expert on the systems as well.
• Use different reports including Productivity report to analyse productivity within the team
• Identify training and/or upskilling where required.
• Contribute to strategic business planning to develop and grow our agents.
• Offer first line assistance to the Safari Designers, allocate agent accounts and be aware of capacity and general level of activity within the team.
• Arrange and handle Staff educationals to the various Regions
• Develop and mentor staff’s talent to their full potential through performance development programs.
• Manage teams leave and their performance.
• Working with the Product Team to ensure Safari Designers have the applicable product knowledge on Third Party Suppliers
• Work with the Admin Team to ensure accurate documentation at all times
• General Reservations and Administration functions