Responsibilities:

• The Reservations Team Leader oversees and manages a team of consultants and support staff.
• They provide operational support, monitor team performance, and help resolve any issues related to bookings, processes, or staff conflicts.
• Enable team to sell profitably and manage travel files accurately and promptly, focusing on attention to detail and clear, regular and positive communication in line with company procedures.
• Maintain positive booking/service profits by analysing and monitoring TFS.
• Comprehensive product knowledge on suppliers and logistics. Ability to handle a range of itineraries and product offerings and counsel consultants and agents on suitable costings and itineraries, as well as terms and conditions of travel to Southern Africa.
• Manage the standard operating procedures and assess these processes from time to time to ensure the company is competitive and delivering on client requirements.
• Assist in finding solutions on problem files, where necessary.
• In-depth understanding of company product, systems, procedures and processes (i.e. Tourplan, Oasis, TripClip, Agent Zone, supplier booking systems and third party supplier systems.
• Effectively lead, guide and coach a team from Interns/trainees to Senior Consultants to increase productivity and improve performance in a professional and polite manner.
• Identify strengths and weaknesses, and assess staff in terms of further training required on Tourplan, performing their role as a consultant, product knowledge, and understanding of internal administrative operating procedures.
• Provide a consistent high standard of communication and service.
• Build and maintain positive relationships at all levels – management, team, agents, suppliers and colleagues.
• Assess and manage workflows, work distribution and effective functioning of the team and feed back to the General Manager on the effective functioning of the team, areas of need and capacity constraints or overflows.
• Ensure department is adequately staffed by managing leave flows within the team and consulting with H.R on leave distribution.

Skills:

• Computer skills: Outlook, Excel, Word, Tourplan.
• Minimum 5 years groups consulting experience at an Inbound Tour Operator.
• Advanced product and destination knowledge on Southern Africa.
• Previous experience mentoring staff.
• Proficient in planning and organising itineraries for travel within Southern Africa.
• Knowledge of Travel Industry, Tourism and Hospitality procedures and processes.
• Ability to manage and balance Tour Financial Summary.
• Financial acumen – understanding of debits, credits, invoicing, ROE, margins and markups.
• Quality Orientated – sets standards for excellence.
• Good reader with a high level of attention to detail.
• Confident, well organised, reliable and accountable.
• An analytical mind.
• Strong interpersonal skills – positive, fair, respectful, decisive, discreet.
• High level of Emotional Intelligence – Self-awareness, Self-regulation, Motivation, Empathy, Social skills.
• Strong communication skills – written and verbal. Ability to communicate with a variety of audiences and quickly build and maintain rapport and relationships with others.
• Customer Orientated approach.
• Ability to facilitate and motivate.
• Ability to resolve conflict within the team.
• Ability to conduct oneself professionally with colleagues, clients and suppliers.