Reservations Manager | Wayoutback

GENERAL INFORMATION

Job Title:

Reservations Manager

Employee’s Name:

 

Manager’s Title:

Australian Operations Manager

Manager’s Name:

 

Department:

Reservations

Approved by (name):

 

Date prepared:

October 2013

Prepared by:

 

JOB PURPOSE / ACCOUNTABILTY OBJECTIVES:

The role is responsible for achieving key financial, service performance and sales growth targets through the creation of Reservations Team standards and processes and the leadership and coaching of direct reports.

The Manager develops the Reservations Team into a high performance sales and service team to provide total customer management. In addition, the Manager regularly updates his/her manager and the management team, through written and verbal reports, on the status and effectiveness of the teams’ tracking to targets.

The role, in conjunction with the Reservations supervisor is responsible for the seamless maintenance of Respax reservations software to ensure the online booking system reflects accurate information at all times.

JOB REQUIREMENTS:

KEY ACCOUNTABILITIES

KEY OUTCOMES

INDICATORS OF EFFECTIVENESS

Culture and Conduct

  • Promote the Wayoutback Australian Safaris core Values and the Code of Conduct.
  • Stakeholders rate their experience with our values
 

Reservations

  • Create and develop Reservations Team standards and processes for high level customer service and sales generation, and provide the leadership and coaching of direct reports.
  • Ensure Reservations Team have a good knowledge of Wayoutback products and upsell opportunities and are proficient in the use of Reservations technology
  • Deliver effective end to end customer service through effective feedback system,
  • Hands on reservations duties and rostered shifts
  • Team standards and processes developed – Reservations Manual
    • Reservations Team feedback rates highly
 

Respax

  • Provide key requirements to the Reservations manager in regards to the  functionality and content of Respax Reservations System to enable the reservations team to reach targets.
  • Accurate Respax content and availability at all times(online)
 

HR Responsibilities

 

  • Recruitment of new staff & succession planning
  • Provide induction training program for all new staff
  • Oversee payroll preparation for Reservations Team
  • Design incentive system & KPI for team members – for implementation post 1 Jan 2014
  • Ensure performance management of all staff, including annual performance review
  • Ensure cost effective roster for the Reservations Team
  • Staffing is at cost effective and adequate levels always
  • Staff performance reviews done annually
  • Incentive and KPI system developed by or before 1 Jan 14
 

Trip Fill /Yield

  • In conjunction with yield management, manage trip fill effectively, with a high level of customer and agent satisfaction where we change customers travel plans.
    • Trip fill effectively managed to standard of management team
 

SIGNIFICANT WORKING RELATIONSHIP:(Who does this job interact with on a regular basis?)

Internal:

  • Reservations Team, Aust Operations Manager, Managing Director, Marketing Manager

External:

  • Travel agents, guests, tourism operators and industry.

 

KEY CHALLENGES: (What obstacles will the incumbent face in achieving success in the role?)

  • Managing growth of a small team based remotely from operational bases, trip fill management is critical in this early growth stage.

 

ADDITIONAL INFORMATION (Optional): (Include information about things such as travel expectations, working to tight and inflexible deadlines during key periods)

  • To work on rostered shifts, which will include shift work rosters and weekends.  

 

JOB REQUIRED CAPABILITIES:

REQUIREMENTS:

ESSENTIAL

DESIRABLE

Technical Skills
What technical skills does the incumbent need to produce the outputs required for the job?

  •  Excellent understanding of the tourism industry.
  • Previous experience using a reservations system within the tourism environment  
  • Ability and experience developing targets, monitoring their achievement and developing written reports for management.
  • Computer skills with standard PowerPoint, Excel and Word.
    • Respax reservations system experience
 

Scheduling Skills
What skills are required in this job to plan, prioritise, monitor and assign tasks?

  • Ability to determine priorities, successfully manage simultaneous tasks with competing timelines. 
    •  
 

People Skills – Individual
What skills does the incumbent require in this job to positively influence the behaviour of others?

  • Ability to lead and manage a team of sales and customer service people to successfully achieve sales targets and service standards.
  • Ability to motivate and manage performance of a team
  • High level communication and inter-personal skills
  • Ability to form relationships internally and externally at all organisational levels
  • Effective organisational and time management skills

 

Knowledge
What specific knowledge fields are required of the incumbent in this job?

  • First hand Wayoutback Safaris Australia product knowledge which will be obtained through famils, in-house product training and own research.
  • Have a strong general knowledge of Australian geography and tourism attractions.
    •  
 

Experience
What is the scope of work experiences the incumbent ideally should have gained

  • Demonstrated 2+ years experience in a similar role
  • Previous sales experience in a travel and or tourism environment desirable
    •  
 

 

To apply for this role please email your resume with a covering letter outlining why you will shine in this position.

Applications should be addressed to:

Karen Holmes

Email: karen@wayoutback.com.au 

Applications close at COB on Wed 16 October 2013.