Summit Recruitment and Search Africa is a leading Recruitment and Executive Search agency head quartered in Kenya providing outstanding talent to a wide range of companies and NGO’s in various business sectors across Africa.
Our client, a Hospitality group with offices in Nairobi, is looking for a driven and dynamic to manage the Reservations team. The successful candidate’s primary role will be to lead the development and execution of a strategic plan – combining people, processes and tools–that achieves 100% conversion rate (inquiries to confirmed bookings). He/She must have at least 5 years of experience in a reservations management role within the hospitality industry – ideally within the Safari hospitality industry.
Key Requirements:
- Ensure existing and new team members have the capability to (1) internalise & consistently follow SOPs; and (2) learn and optimally use tools (technology) provided
- Review, assess and evolve the portfolio of SOPs deemed necessary to achieve the primary goal
- Ensure the proper use of a CRM software to track team member performance and other KPIs acting as leading indicators towards the achievement of the primary goal
- Effectively with other departments (e.g. finance) to ensure the booking procedure is following cross-functional policies and SOPs
- Training the reservation team
- Ensure high employee engagement within the reservations team, with a focus on morale and job satisfaction
Qualifications:
- Bachelor’s degree in hospitality management, business administration, or a relevant field
- At least 5 years of experience in a reservations management role within the hospitality industry – ideally with Safari hospitality industry
- Excellent “floor leader” motivation, communication and decision-making skills
- Proficiency in using Central Reservation System
- Strong analytical skills with the ability to interpret data and trends
- Exceptional customer service skills and a passion for delivering high-quality inquiry management experiences
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