Reservations Team Leader

Port Shepstone – KwaZulu Natal – South Africa

The primary focus of the role is to lead the Travel Reservations team that makes reservations (which may include rental, points, international bookings and exchanges); as well as, by handling inbound calls and emails as well as attending to assigned outbound call programmes which will ensure the achievement of multiple individual, team and departmental targets across a multitude of product lines.
Key Performance Areas:
  • Effective communication of general business issues to all team members
  • Support the management team and operations as a whole through subject matter expertise as required to achieve all Call Centre objectives.
  • Ensure the team as a whole:
  1. Attends to all international/local reservation requests
  2. Attends to all queries via phone, email or face to face consultation
  3. Remains target orientated and achieves the monthly/annual targets
  4. Attends to all travel related requests (car hire, cruises and flights)
  • Adherence to and responsible for department SLA’s
  • Performance manage individuals to achieve key performance areas
  • Ensure the team as a whole achieves agreed customer service standards
  • Ensure the team achieves service benchmarks (as measured through the company’s Quality Assurance system)
  • Perform additional duties and general support as assigned.
Position Requirements:
  • Matric (Business qualifications will be highly regarded)
  • 2 years plus Call Centre Travel Leadership experience
  • Excellent verbal and written communication skills
  • Proven people management and leadership skills
  • Ability to deal with clients in a professional and courteous manner
  • Ability to work under pressure, plan and organise
  • Strong Working knowledge of MS Office
  • EAAB (Professional Practitioner in Real Estate PPRE) qualification will be an advantage
  • Must be presentable, neat and well organised
  • Excellent interpersonal skills with excellent communication skills in English, both verbal and written
  • Strong attention to detail, Self-motivated and the ability to work under extreme pressure
  • Ability to work with multiple tasks simultaneously
  • Good administrative and planning skills
  • Commitment to delivering service that exceeds our customer’s expectations.
The successful candidate will be required to work shifts, including Saturdays.
Potential candidates will be required to undergo an assessment which might include psychometric testing to determine suitability to the post requirements.
South Africa’s leading corporate player in the development and management of property and the leisure sector, currently has the following opportunity at Head Office in Port Shepstone. In accordance with the Employment Equity Plan of the Group, preference shall be given, but not limited to, candidates from the designated groups.
Ref # 19/08