Reservation Manager

Team Leadership & Development: Provide clear direction and ensure all team members possess the skills and resources required to excel in their roles. This involves performance management, coaching, and supporting their learning and development needs. Reservation Team Performance: Lead and take responsibility for the performance of the Reservations Team within an assigned client portfolio. Ensure the team meets business objectives and profitability targets while delivering creative, competitive, and high-quality services to DA’s customers and clients. competitive & prompt high-quality services to DA’s customers/clients) Team Collaboration & Culture: Foster a collaborative team spirit and culture that drives positive outcomes. Client Satisfaction & Service Delivery: Meet client requirements by adhering to agreed SLAs for proposals, quotations, and reservations. Consistently deliver high-quality service that delights clients. Sales Growth & Profitability: Maximize sales opportunities through effective upselling, cross-selling, and negotiating with hotels and suppliers to meet client-specific needs. Enquiry Conversion: Ensure all enquiries are followed up diligently, with a focus on converting them into confirmed business. Workload Management: Strategically assign incoming booking requests to the Reservations Team based on workload, experience, and the nature of the request. Service Excellence & KPI Management: Develop and implement strong Service Level KPIs. Monitor and ensure the team meets individual and collective goals in conversion rates, response times, upselling, cross-selling, and margin improvement. Financial Oversight: Manage all financial transactions within bookings in Travel Studio, including invoicing, margins, credits, deposits, payments, and cancellations. Check and verify all payments to suppliers to ensure that billing is accurate and matches the amounts recorded in Travel Studio before submitted to Finance department for processing. Cross-functional Collaboration: Work closely with Operations and Finance to align business and client needs. Sales & Networking: Participate and support leisure related sales activities including agent familiarization trips and agent networking International Coordination: Develop and maintain effective working relationships with HQ Sales team and DA’s International Sales Offices & representatives. Client Issue Resolution: Handle client concerns related to products, enquiries, and services, ensuring prompt and satisfactory resolutions. Product Training: Enhance the Reservation's team knowledge of Malaysia’s offerings by providing product training to DA Malaysia's Reservations Team. Client Relationship Management: Address any concerns or provide updates as needed to the Senior Leisure Travel Manager so that this can be brought forth to the clients. Booking handling: Reservations Department includes the handling of FIT or Group proposals which does not involve any elements of Meetings, Incentives, Conventions and Exhibition.