Assistant Reservations Manager

Full time Kendrick Recruitment South Africa

Posted On 2026/03/03

Reservations

R37,000 - R40,000

City Cape Town

State/Province Western Cape

7100

Assistant Reservations Manager Luxury Property Group Cape Town

Kendrick Recruitment is seeking an experienced and proactive Assistant Reservations Manager to join a luxury property group in Cape Town. This role combines hands-on travel design, team supervision, systems governance, and commercial accountability, ensuring operational efficiency, service excellence, and consistent brand delivery across all markets.

The successful candidate will support the strategic and operational leadership of the Reservations team and step into full managerial capacity when required.

Key Responsibilities:

Travel Design & Guest Experience

Research, design, and curate high-end itineraries for B2B and B2C guests

Support Travel Designers in crafting seamless, guest-focused journeys across all properties

Maintain expert knowledge of all destinations and third-party products

Review complex or high-value bookings for operational feasibility and guest alignment

Identify upsell and cross-sell opportunities

Approve discretionary discounts within authorised thresholds and ensure internal compliance

Step into full managerial capacity in the absence of the Head of Reservations

Collaborate closely with Operations and other teams to ensure seamless guest experiences

Book domestic and international flights and third-party services

Manage peak period inventory strategically, considering logistics and operational constraints

Booking Performance & Revenue Integrity

Monitor booking pace, occupancy levels, and peak period availability

Support tactical offers and ensure correct application

Monitor cancellation trends and implement mitigation strategies

Ensure rate integrity and compliance with discount policies

Participate in commercial reviews and provide operational insights

Support the team in achieving departmental revenue targets

Supervise, mentor, and motivate the Reservations team

Conduct regular quality control audits on bookings, communications, and systems

Provide structured coaching and feedback to Travel Designers

Assist in onboarding new team members and supporting probation processes

Implement and maintain training plans and calendars

Manage team scheduling to ensure adequate coverage across markets

Handle escalated guest or agent matters professionally and efficiently

Systems & Process Governance

Ensure accurate use of reservation systems, CRM, and booking platforms

Maintain CRM hygiene and accurate pipeline tracking

Oversee rate loading accuracy across all systems and third-party platforms

Ensure data integrity and audit-ready booking documentation

Identify system inefficiencies and recommend process improvements

Implement and maintain SOPs and operational standards

Ensure consistent application of booking terms, cancellation policies, and lead scoring

Support automation and process improvement initiatives

Financial & Compliance Oversight

Ensure timely follow-up of deposits and outstanding payments

Monitor upcoming payments and support team accountability

Liaise with Finance regarding reconciliations and allocation queries

Support margin awareness across bookings and responsible discount application

Assist in preparing weekly and monthly reporting on team and booking performance

Customer Retention

Monitor current itineraries and handle any travel-related issues

Manage customer complaints efficiently and ensure timely resolution

Follow up with guests during and after travel experiences

Experience, Qualifications & Competencies

Demonstrated experience in a comparable leadership role within luxury hospitality, safari, or high-end travel

Excellent written and verbal communication skills

Proven track record in delivering accuracy and attention to detail

Motivated and determined to meet and exceed sales and performance goals

Demonstrated excellence in proactive customer service

Strong negotiation, planning, and organisational skills

Creative, initiative-driven, and solutions-focused

Team player who shares knowledge and learning with others

Professional with a positive and approachable attitude

Ability to build and manage relationships with diverse clients and cultures

Proficiency in Microsoft Office Suite (Outlook, Excel, Word)

Genuine passion for luxury travel

Flexible to work varying hours as required

Knowledge of Res Request, Safari Portal, and HubSpot advantageous

Interested candidates are invited to submit their CV to apply for this opportunity.