Reservations Manager - Segera Retreat

KENYA | FULL TIME

By Appointment Africa is proud to be the exclusive recruiter for Segera, a renowned wildlife sanctuary on Laikipia’s high plains, dedicated to conservation, community, culture and commerce.

The Reservations Manager will oversee the full reservations function, leading and developing the team while ensuring seamless guest service. The role requires strong command of the ResRequest system, close collaboration with sales and marketing and responsibility for driving revenue and optimising operational efficiency.

       Reservations Manager

Terms of reference

Position : Reservations Manager

Location : Segera Limited Offices, Nanyuki, Laikipia County

Reporting to : Sales & Marketing Manager

Segera, located in the heart of Laikipia Plateau, is a wildlife sanctuary where every journey contributes positively to the land and its people. Nestled between Mount Kenya and the Great Rift Valley, Segera Retreat covers 20,000 hectares (50,000 acres) of preserved land. Our focus is on sustainable living through conservation, community, culture and commerce (4Cs). Segera is a Long Run Destination, selected by the ZEITZ Foundation for its commitment to these principles.

Position Overview

The Reservations Manager is responsible for overseeing the reservations process, ensuring efficient team operations and enhancing the overall guest experience. This includes managing the Reservations Team, optimise the ResRequest system and ensuring seamless coordination between departments. The role involves ensuring all team members are trained, workflow is efficiently managed and high service standards are maintained.

Duties and responsibilities:

1. Handle booking inquiries, confirmations, cancellations, and group bookings.

2. Collaborate with other departments to meet guest preferences and ensure smooth service delivery.

3. Lead, mentor, and develop the Reservations team, ensuring they are proficient in the ResRequest system and equipped with the skills to provide exceptional customer service.

4. Maximise the efficiency of the ResRequest system and manage the implementation of software and reservation systems.

5. Analyse reservation data and performance reports to optimise revenue and operational efficiencies.

6. Drive revenue by managing sales strategies and ensuring monthly targets are met.

7. Manage guest communications, addressing queries and ensuring a positive experience.

8. Work closely with the Sales, Marketing and Revenue teams to enhance booking strategies and pricing.

9. Address technical issues with the reservations system, liaising with IT to resolve any problems promptly.

10. Ensure ongoing training for team members and manage their development on a continuous basis.

11. Cultivate strong relationships with travel trade partners and ensure they receive excellent support when booking through the Reservations team.

12. Stay informed on industry trends and innovations to improve service levels and operational efficiencies.

13. Ensure compliance with Segera’s policies, ethical standards, and terms & conditions.

Qualifications:

1. Experience: Minimum of 4 years in Reservations, Front Office, or hotel/lodge operations.

2. System Proficiency: Strong knowledge of reservation systems, with a focus on ResRequest.

3. Guest Service: A passion for hospitality with a commitment to exceptional service.

4. Analytical Skills: Ability to interpret reports and analytics to improve booking processes and performance.

5. Leadership: Proven leadership skills with the ability to mentor and guide a team.

6. Organisation: Strong organisational skills and the ability to manage multiple priorities under pressure.

7. Communication: Excellent verbal and written communication skills in English.

8. Technical Skills: Proficient in Microsoft Office programs and ability to troubleshoot reservation system issues.

9. Personality: Warm, friendly, and respectful, with the ability to engage with all levels of the organisation 

Segera is a founder member of the Long Run Destinations. For more information on the global network of Long Run Destinations and Segera Ltd visit www.thelongrun.com and www.segera.com.

Ready to Take the Next Step?

Apply now and let us connect you with a role that aligns with your skills, experience, and career goals.