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Reservations Team Leader

About the opportunity

Join our dynamic reservation leadership team, where you'll spearhead a high-performing team of Discovians dedicated to delivering exceptional service to our overseas agents (FIT and GIT). As Discova’s Reservation Team Leader, you'll drive continuous improvement in our reservations process, boosting efficiency and capability. Your leadership will ensure absolute accuracy and elevate the service experience to new heights. If you're passionate about leading teams to success and thrive in a fast-paced environment, Discova wants to hear from you.

Key Responsibilities

• Professionally handle all internal and external inquiries to meet business needs.
• Resolve service issues promptly and satisfactorily, implementing corrective and preventive measures.
• Provide accurate and timely support to both internal and external customers.
• Maintain positive relationships with agents and overseas sales offices, offering support and identifying growth opportunities.
• Collaborate with various departments to enhance trip profitability and overall service quality.
• Utilize preferred supplier list to optimize cost efficiency.
• Implement system improvements to streamline operations.
• Monitor bookings to ensure they remain within budget.
• Generate and provide monthly reports to direct supervisor.
• Introduce and enforce policies for efficiency and compliance.
• Coordinate with the Business Development Managers to secure new series and groups.
• Ensure accuracy of costs and sell prices, addressing any discrepancies promptly.

Key Leadership competencies

• Lead by example in behavior, attitude, and performance.
• Provide clear, concise, and timely feedback.
• Align personally with Discova values and philosophies.
• Effectively utilize Discova Communication Systems, AM Planner, and Weekly Business Meetings with the team.
• Share information transparently to inspire all team members and key stakeholders.
• Develop personal development plans for each team member.
• Coach, mentor, and support ongoing training and development.
• Empower team members through appropriate delegations and training.
• Recruit and train new team members.
• Understand wage packages and articulate individual contributions.
• Analyze team budgets, PNLs, and financial reports.
• Develop strategies to improve business results and consider contingencies.
• Set clear expectations and consequences with follow-up.
• Encourage and assist team members to solve their own problems.
• Ensure the overall business objectives are met.
• Conduct monthly one-on-ones for performance review and feedback.
• Drive business success using the vision and business plan as a guide.
• Set and exceed daily goals/deadlines.
• Communicate daily with the team regarding individual and team sales targets. 

About You

The Essentials

• A degree in tourism and hospitality is an advantage.
• Fluent in both written and spoken English and local language is required and other European languages would be an advantage.
• 3+ years’ experience management training or experience in leading teams in the tourism and hospitality industry is required.

The attributes

• Proficient in problem-solving, with a focus on effective solutions.
• Customer-oriented, dedicated to maintaining high service standards.
• Excellent collaboration and communication skills, both written and verbal.
• Meticulous attention to detail and adept at managing time and priorities.
• Strong interpersonal and presentation abilities, adaptable across various cultures.
• Capable of working autonomously or within a team setting.
• Flexible with availability, including evenings, weekends, and early mornings, and adept at handling changing priorities and pressure.
• Willingness to travel for business purposes when necessary.
• Proficiency in all Microsoft Office applications.

About Us

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!