About the Role:

Are you ready to step into a role where your organisational skills, leadership finesse, and unwavering commitment to exceptional guest service will shine? As a Reservations Manager, you play a pivotal role in managing reservations, ensuring optimal occupancy, revenue maximisation, and delivering an exceptional guest booking experience. This role requires strong organisational skills, a keen understanding of sales strategies, and effective team/leadership management. This is an extremely guest-centric role.

You'd be an excellent fit for this role if you have a/an:

  • Education in Hospitality Management, Business, or a related field.
  • Minimum of 3 years of experience in a customer service role, with at least 2 years in management.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to multitask and manage time effectively.
  • Detail-oriented and highly organised.
  • Guest-focused with a passion for service excellence.
  • Proactive, adaptable, and solution-oriented.
  • Ability to work in a high-pressure environment.
  • A team player with strong leadership qualities.

Extra Credits if you have:

  • Proficiency in cloud-based project management and ticketing software.
  • Knowledge of Zoho Desk is extremely advantageous..

Roles and Responsibilities:

Your primary duties involve:

  1. Reservation Management:
    • Oversee and manage all reservation enquiries and bookings.
    • Ensure all bookings are recorded accurately and promptly.
    • Coordinate with the Revenue and Marketing teams to optimise reservations and revenue.
  2. Team Leadership and Training:
    • Lead and mentor the reservations team.
    • Provide regular training sessions to ensure the team is updated on the latest hotel offerings, promotions, and booking systems applicable to Totalstay.
  3. Revenue Management:
    • Work closely with the Revenue Manager to establish room rates based on occupancy trends.
    • Collaborate with the marketing team to develop and implement promotions to increase bookings during off-peak times.
  4. Guest Experience:
    • Ensure that the reservations team provides outstanding guest service during the booking process.
    • Address guest concerns and feedback related to reservations promptly and professionally.
  5. Systems and Processes:
    • Manage the use and maintenance of reservations software and systems.
    • Continuously evaluate reservation procedures and identify opportunities for enhancement. Implement efficient processes and workflows to streamline reservation operations, collaborating with cross-functional teams to ensure seamless implementation.

What We Offer:

  • A dynamic work environment where you can make a tangible impact.
  • Opportunities for professional growth and development within Totalstay.
  • Competitive salary commensurate with experience.

About Totalstay:

Totalstay is creating a better way for travellers to stay. We combine the best-practice of top hotels, with the flexibility and freedom of DIY travel. Everything a traveller wants from a hotel combined with everything they love about a home. We offer the essential services a traveller expects from a hotel together with the freedom, space and individuality of a home. It’s the best of both worlds. And it’s the best way to travel. With a private collection of fully managed, hotel-grade vacation rentals in Cape Town including boutique hotels, aparthotels, villas & serviced apartments, we aim to ensure that a guest’s stay is as memorable as possible, from start to finish.