Tower Group (Pty) Ltd

Date: 2 weeks ago
City: Stellenbosch, Western Cape
Contract type: Full time


Our client based in Cape Town is seeking to employ a Reservations Manager.

Our client in the Hotel and Spa industry is an award winning 5-star hotel in Cape Town, South Africa. Dramatically located above the Atlantic Ocean.

To ensure that the highest standard of performance and service is achieved when reserving accommodation and additional services.

This position offers routine and predictability with opportunities to apply you technical skills on a daily basis as part of a highly effective team; whilst operating within clearly defined standards and expectations; where your specialist safari and accommodation reservations expertise can be recognised.


  • Department: Reservations
  • Reporting to: Regional Revenue Director


  • Grade 12 certificate
  • 2 years’ experience in a management position or 5 years’ experience in a senior position at a reputable operator.
  • Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel.
  • Knowledge of travel management processes.
  • Experience at operator level of a Property Management Systems (Opera)
  • Outstanding telephone manner and excellent command of the English language in verbal and written skills.
  • Able to work flexible hours, weekends and public holidays.
  • Excellent attention to detail and organizational skills.
  • Customer service, and interpersonal skills.
  • A basic understanding of Geography of the Delta


  • Certification in travel or hospitality may be advantageous.
  • Exposure to Opera and various distribution systems advantageous
  • Knowledge on other Southern Africa safari destinations advantageous


  • Actively living our company mission and values and striving to deliver on our promise of “No Request too Large; No Detail too Small” at all times.
  • Owning and practicing our “Top 12” Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers.
  • Ensuring that you are familiar with, and adhere to, the code of conduct as set out in the Employee handbook.
  • Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections.
  • Working together with your manager and team to be as effective and productive as possible by accepting constructive feedback and embracing all training and development opportunities made available to you.
  • Being aware of the emergency evacuation, security and fire procedures of the Central Reservations Office and to be constantly vigilant of the health, safety and security aspects; and reporting any risks to the Health and Safety Chairperson and/or Security Manager.
  • To actively seize opportunities to minimise our carbon footprint by reducing wastage as much as possible without compromising on guest service standards.
  • To be happy in your work environment, to make constructive observations to improve working conditions and maintain a culture of teamwork and guest orientated service.
  • To manage the Junior Tour operator / Team in according with the Hotel Management principles by: Ensuring constant floor presence during peak operational times; interacting with both staff and guests in a constructive manner, fostering positive relationships; and by taking personal responsibility for every guest and staff situation, seeing it through to its solution.
  • ensuring that all 1:1s and appraisals are completed timeously in accordance with the Hotel Communication Planner with the aim of nurturing a positive and honest relationship with employees with the goal of achieving the highest performance of excellence out of your team and high levels of staff retention.
  • being actively involved in the training and development of team member by supporting their learning through on-the-job application and coaching, making them available for all appropriate training opportunities and holding the team member to account for the learning that they have successfully assimilated.
  • applying the performance management and corrective action tools in accordance with the Hotel’s Code of Conduct with the aim of exhausting all opportunities to correct and support staff before utilising avenues for employment termination.
  • recommending updates to hotel policies and procedures, in order to maintain high standards and provide the best possible service to guests, and implement improvements where required.
  • To ensure that guests receive an exceptional guest experience that goes beyond their expectations by performing Travel Management duties that are inline within the guidelines of the client.
  • Ensuring harmonious relationships exist with other departments, suppliers and international sales managers by maintaining clear and prompt communication between all parties; and ensuring that all correspondence with clients reflects the professionalism of the company standard and enhances the relationships with key suppliers.
  • Maximising revenue generating opportunities, whilst enhancing the guest service experience, in accordance with property Standards.
  • Ensuring that all reservations related administration and reporting is completed timeously ensuring accuracy and precision in accordance with SOP.
  • Maintaining positive relationships with vendors of direct travel, such as hotels, airlines, operators (existing relationships may be advantageous).
  • Negotiating preferred rates with vendors of direct travel.
  • Planning travel accommodations, booking flights, hotels, car rentals, and coordinating activities.
  • Managing and processing all travel-related documentation, including payments, itineraries, medical and visas (where applicable).
  • Assisting with any travel-related issues that may arise.
  • Researching travel deals and evaluating prices and services.
  • Preparing production summary reports.

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