Reservation Administration Controller

Job description

Reservation Administration Controller 

Natural Selection is a collection of owner-operated safari camps and safaris in Botswana, Namibia and South Africa. Our efforts contribute to protecting key habitats and conserving wild areas while using responsible tourism as a force for good. 

Main purpose of the job: 

Responsible for full Travel Shop Reservation administration and control. Responsibilities include overall administration and control to ensure reservation accuracy and timeous processing of booking information, checking for availability of properties, confirming bookings with 3rd party suppliers, other related administrative work and provide back-up to reservation consultants. 

Reporting Structure: 

Reporting to: Reservations manager 

Office: Cape Town 

Key responsibilities: 

• Accuracy and timeous processing of booking information (BCV and Calendar): 
• Consultants are responsible for obtaining guest information for camp purposes. Administration needs to ensure that this CRM information is received timeously and entered into the system for BCV purposes. 
• Checking on CRM information and assisting consultants in getting the information timeously – this will include reaching out to consultants for follow up. CRM information must be complete and timeous. 
• Running camp calendars to review bookings for accuracy and completeness. Investigate any discrepancies and rectify with consultants. 
• Assisting consultants with problem solving. 

Improving on booking conversion ratios: 

• Assist with improving response times i.e. assist with last-minute bookings and checking availability with camps directly. 
• Assist with booking 3rd party products, including confirmations, cancellations and checking invoices to vouchers. 

Back-up to reservation consultants: 

Perform a limited role and responsibility of a reservation/sales consultant as required.

Requirements

Formal education and experience required: 

• Minimum of a matric certificate. 
• 1 – 2 Years in reservation administration with a similar role and responsibility.

Skills and attributes: 

• Excellent written and oral communication skills. (English fluency is a requirement). 
• Shows empathy, care and understanding when dealing with clients. 
• Good interpersonal skills 
• Can manage relationship with the agents, camps and consultants and deal with any complaints, or queries which may arise. 
• Service and detail orientated while coping with large volume of work. 
• Ability to work fast and accurately. 
• Ability to multitask and work under pressure. 
• Be highly organised, able to keep track of multiple threads of work. 
• Comfortable with technology, able to learn our reservations system efficiently. 
• Self-starter with a natural curiosity about travel, strong desire to learn. 
• 
  Measurement criteria: 
  
  • Response times. 
  • Accuracy of booking sheets and CRM entries and calendars. 
  • Timeliness of communication. 
  • Satisfied customers and guests. 
  
  Knowledge: 
  
  • Can work well in MS Office (Excel). 
  • TourPlan system - desirable. 
  • Nightsbridge – desirable. 
  • Product knowledge – Botswana, Namibia and South Africa. 

Posted on 18 Jul 09:10, Closing date 25 Jul