Reservations Manager|| Sambora Kinigi Lodge, Musanze , RWANDA
Event Details:
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Job Description: Reservations Manager – Sambora Private Journeys
PositionSummary
The Reservations Manager at Sambora Private Journeys is responsible for overseeing and managing all reservation functions of the company, including handling inbound enquiries, processing bookings for tours, and coordinating reservations for Sambora lodges. This role ensures the delivery of seamless, high-quality, and personalized booking experiences for clients while managing reservation systems, team performance, and maintaining exceptional accuracy in all booking processes. The Reservations Manager will play a pivotal role in maintaining service excellence and reservation efficiency, contributing to the company's continued growth and success.
Key Responsibilities
1. Inbound Enquiries and Reservations Management
Handle and respond promptly to inbound enquiries for tours and lodge bookings, providing detailed and tailored information to
Manage the end-to-end reservation process, including confirmations, payments, and communication with
2. Operational Planning and Execution
Develop and implement operational strategies to optimize the end-to-end travel and lodge experience for
Coordinate pre-tour and on-tour activities, ensuring all logistics are handled effectively and on
3. Supplier and Partner Management
Build and maintain strong relationships with service providers, ensuring high standards and competitive rates for tours and lodge
Negotiate supplier agreements and monitor performance against service-level agreements (SLAs).
4. Team Leadership and Collaboration
Manage and mentor the operations and reservations team, fostering a collaborative and high-performance work
Liaise with sales, marketing, and customer service teams to align operational goals with broader business
5. Budget and Resource Management
Oversee budgeting and resource allocation for all operational
Monitor financial performance, ensuring adherence to budget constraints and achieving profitability
6. Compliance and Risk Management
Ensure all operations comply with legal, safety, and environmental
Proactively identify and address risks that may impact operational efficiency or client
7. Client Experience Enhancement
Monitor and improve the quality of services delivered to clients, including tours and lodge stays.
Resolve any operational issues swiftly to maintain a high standard of customer satisfaction.
8. Reporting and Performance Analysis
Prepare operational reports, analyze data, and recommend process
Present insights to senior management to inform strategic decision-making.
Qualifications and Requirements
Essential Requirements
Minimum 5 years of experience as a reservations agent or reservations manager in the travel, hospitality, or tourism industry
Proven track record as a top performer with demonstrated ability to exceed targets and maintain exceptional quality standards
High-volume reservation management experience with ability to handle significant booking volumes while maintaining accuracy
Strong attention to detail and commitment to error-free work
Excellent communication and customer service skills
Proficiency in reservation management systems and booking platforms
Preferred Qualifications
Experience in luxury travel or private tour operations
Knowledge of African tourism markets and products
Experience with lodge and accommodation bookings
Certification in travel and tourism management
Advanced proficiency in CRM and reservation software systems
Key Performance Indicators (KPIs)
1. Inbound Enquiries and Reservations
Response time to client
Conversion rate of enquiries to confirmed
Accuracy in reservation management (e.g., error-free bookings).
2. Operational Efficiency
Percentage of on-time tour and activity
Reduction in operational cycle times (e.g., itinerary planning, confirmations).
3. Financial Performance
Achievement of budget targets (profit margins, cost control).
Accuracy in forecast actual costs of tours and services.
4. Client Satisfaction
Net Promoter Score (NPS) or Customer Satisfaction
Percentage of repeat clients and
5. Supplier and Partner Performance
Supplier adherence to SLAs (e.g., punctuality, quality).
Reduction in supplier-related complaints or service
6. Team Performance
Staff productivity and adherence to operational
Training completion rates and employee satisfaction
7. Compliance Rates
Percentage of adherence to industry regulations and internal
Number of risk incidents or operational
This role is integral to the success of Sambora Private Journeys, ensuring that the company continues to deliver exceptional travel experiences and lodge stays that exceed client expectations while achieving operational excellence.
Date and Timings:
29-07-2025 6:03 PM to 09-08-2025 6:03 PM
