Hotel Reservations Lead

Our Company

Kuoni Tumlare is a Destination Management Company, part of JTB Group who deliver travel solutions and experiences that create value for our Partners and Society. We’re a fun group, we value our employees’ contributions and opinions, and strive to develop talent internally. The travel industry is dynamic, exciting, and adaptable with many interesting opportunities to explore.

The Job

The role is responsible managing the daily tasks of the Hotel Reservations teams that come under the position’s jurisdiction. This role involves, managing and monitoring team workloads, ensuring development and maintenance of strong relationships with key internal stakeholders to guarantee continual co-operation across numerous Kuoni Tumlare departments. Managing the performance of individuals to create/maintain a high-performance team.

Acting as a mentor and taking responsibility for supporting staff within their career progression, manage own performance and personal development with the ability to set an example through excellent communication skills and evidence of own performance.

• Manage and monitor team workloads ensuring that resources are managed efficiently and effectively, according to service standards, guidelines and procedures
• Manage all hotel reservation related activities and act as escalation point for difficult operational queries
• Responsible to ensure all guidelines, processes, system and SLA´s are strictly adhered to.
• Responsible for processes, policies, strategies, and deadlines being timely introduced to team members and followed by them.
• Responsible planning resources, control of attendance and working hours
• Responsible to fully handle tours with the focus onto complex and incentive tours when required
• Overall responsibility of revenue (BIS control on tour level), ensuring the operations team checks all the system on regular basis
• Oversee internal in-trays and make sure that information is both acknowledged and replied to within deadlines
• Supporting team members with their daily questions, problems, negotiations
• Conduct team and 1-2-1 meetings on regular basis
• Provide regular reporting, update and feedback on team performance and problematic areas to team manager
• Ongoing analysis and feedback of supplier performance
• Support enrollment of suppliers onto company online working systems (e.g. Partners, BaVel etc.)
• To oversee communication/negotiation with suppliers to Optimize allocations and contribute additional Net revenue.
• Monitor and analyze internal account queries in cooperation with finance team and Procurement Manager.
• Build and maintain relations with Sales operations team, communication related operational issues
• Assist in full training and mentoring to all team members
• Assist in motivation and development of the team, support to training programs
• Assist in recruitment to Deputy Country Manager and HR team
• Manage ad hoc projects / tasks required to facilitate and improve the overall running of the department
• To establish and develop relationships with other departments, keep close communication related operational matters, split of tasks/responsibilities, support when and where required

Job Requirements