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 WWDAS

Position : Reservations Manager

Publish on Nov 9, 2017 | Viewed 6,749

Job information

  • Reference Id: Bkp_0003779
  • Company: WWDAS
  • Position name: Reservations Manager
  • Job location: Phuket
  • Non-Thais allowed: No
  • Job type: Permanent
  • Vacancy: Several positions
  • Gender: Male or Female
  • Age: non definite age
  • Job level: Early-level management
  • Experience: 7 - 10 Yr(s)
  • Education: N/A
  • Monthly salary range: Negotiable
  • Job field(s):

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Worldwide Dive and Sail owns and operates a range of diving, sailing and cruising yachts across Asia and the Pacific including the Siren Fleet, Master Liveaboards and The Junk dive liveaboards. We currently operate vessels in Fiji, Indonesia, Palau, Chuuk, Philippines, Thailand, Galapagos and French Polynesia with more destinations to come. We aim to continuously improve services, standards and the quality of operations across all activities. The quality of our staff is central to our success; people must be able to perform at the highest levels in the industry.

Job description

Our company:

Worldwide Dive and Sail owns and operates a range of diving, sailing and cruising yachts across Asia and the Pacific including the Siren Fleet, Master Liveaboards and The Junk dive liveaboards. We currently operate vessels in Fiji, Indonesia, Palau, Chuuk, Philippines, Thailand, Galapagos and French Polynesia with more destinations to come. We aim to continuously improve services, standards and the quality of operations across all activities. The quality of our staff is central to our success; people must be able to perform at the highest levels in the industry.

Summary:

The Reservations Manager reports to the head of Marketing and Sales and is responsible for the both the day to day management and operations of the reservation and travel teams along with the longer term process and strategic improvements and change.  The position has approximately 10-12 FTE’s reporting in that cover processes from customer enquiry through to cruise bookings to flights and accommodation to invoicing and debt collection.  The reservation team has both B2B and B2C customers.

Job responsibilities:

To manage the day-to-day planning, operation and problem-solving of a team to meet the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between reservations and operations / destination management teams.  Specifically

  • Delivery of team targets, service level components, quality and productivity targets & indicators;
  • People Management, including all HR related issues, as well as staff development;
  • Operational Management: Managing the flow of work and adherence to schedule;
  • Ownership and problem resolution;
  • Email monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every contact;
  • Training and development of staff;
  • Motivation, leadership for a team of circa 10-12 and developing future leaders;
  • Recommendations for product and process development based on customer feedback and analysis of the same;
  • Conducting performance appraisal for the team;
  • Contribute for the initial hiring and selecting process of the reservation and travel agents;
  • Compiling reports on team performance and customer feedback;
  • Communication and being a focal point of dissemination of information from management to team and vice versa;
  • Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these;
  • Offers solutions and suggestions for process and product improvement to management;
  • Required making decisions on any matters relating to improving revenue generation & customer satisfaction with regards insofar as it affects customer contact handling and processes;
  • Possesses certain additional supervisory level authority for reversal of charges;
  • Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business;
  • Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations;
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers;
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Skills, competencies and experience:

  • Impeccable written and spoken English
  • Customer/Client Focus.
  • Leadership.
  • Organisational Skills.
  • Performance Management.
  • Problem Solving/Analysis.
  • Technical capabilities with PC based tools such as excel and business tools such as reservations management or travel systems.
  • Data driven and numerate
  • This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department
  • At least 7 to 10 years of previous experience in a customer service environment such as service centre, call centre or other customer facing customer service teams.  Previous experience with travel reservations would be a plus.
  • Previous experience of implementing reservation management systems a big plus

Working Hours

Monday to Friday from 10:00 to 18:00 with a 1-hour break.

                               Interested candidates can send their resumé at
                                             employment@wwdas.com 

                                Only shortlisted candidates will be contacted
                               Closing date for applications: 8th of October 2017