Reservations Supervisor – Offbeat Holiday Club

Job Crystal

Job Location:

Pretoria - South Africa

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Intro

Reservations Supervisor Offbeat Holiday Club - Pretoria GP Gauteng

JOB TITLE: Reservations Supervisor Offbeat Holiday Club
LOCATION: Silverton area Pretoria Gauteng
DEPARTMENT: Reservations

Job Specification

Are you a driven leader with a passion for customer service and team performance
We are looking for a dynamic and results-oriented Reservations Supervisor to lead and inspire our reservations team in Pretoria. This role is ideal for someone who thrives in a fast-paced call centre environment and is committed to delivering exceptional member experiences while driving performance and revenue.

Offer

KEY RESPONSIBILITIESTeam Leadership & Performance Management

Supervise mentor and support reservations agents in their daily operations (calls and emails)
Conduct regular performance evaluations including TQC scoring twice weekly per agent
Monitor live and recorded calls to ensure service excellence and compliance
Provide coaching training and development interventions where performance gaps are identified
Drive a high-performance customer-focused team culture

Operational Management

Oversee daily call centre operations ensuring efficiency and minimal wait times
Monitor call metrics such as talk time dropped calls queue times and agent availability
Manage attendance scheduling and daily workforce reporting
Ensure all reservations amendments and cancellations are processed accurately and timeously

Customer Experience & Escalations

Handle escalated queries complaints and special requests in collaboration with the client care team
Monitor customer satisfaction and survey feedback driving continuous improvement
Ensure a seamless and positive member experience at all times

Performance & Revenue Management

Monitor and improve call-to-booking conversion rates
Ensure daily weekly and monthly targets are achieved
Drive team productivity and revenue generation

Systems & Process Oversight

Oversee the effective use of reservation systems (CRM/Call Centre platforms)
Ensure adherence to SOPs policies and data protection standards
Identify process gaps and implement improvements

Reporting & Administration

Compile and analyse performance reports (calls revenue occupancy agent performance)
Track KPIs such as SLA adherence AHT conversion rates and customer satisfaction
Conduct monthly IPR reviews and one-on-one sessions with agents
Review and approve journals and manage provisional bookings reporting

Additional Responsibilities

Assist with Offbeat Board Member bookings
Coordinate with support teams on unit availability room moves and guest requests
Support agents in sourcing suitable accommodation solutions for members

REQUIREMENTS

Proven experience in a call centre supervisory or team leader role
Strong leadership coaching and people management skills
Solid understanding of call centre metrics and performance management
Excellent problem-solving and conflict resolution abilities
Strong administrative and reporting skills
Experience with reservation systems / CRM platforms (advantageous)
High attention to detail and ability to work under pressure

KEY COMPETENCIES

Leadership and accountability
Customer-centric mindset
Strong communication skills
Results-driven and performance-focused
High level of professionalism and resilience

WHY JOIN US

Be part of a dynamic and growing hospitality environment
Opportunity to lead and shape a high-performing team
Fast-paced engaging workplace where your impact is visible
Market related basic monthly salary commission structure
Company benefits (Provident fund & Medical aid contribution)

If you are ready to take the next step in your leadership career we invite you to apply.Apply by submitting your CV to: Closing Date: 20 April 2026

Monthly Salary: Market related

Required Experience:

Manager

Job IntroReservations Supervisor Offbeat Holiday Club - Pretoria GP GautengJOB TITLE: Reservations Supervisor Offbeat Holiday Club LOCATION: Silverton area Pretoria Gauteng DEPARTMENT: ReservationsJob SpecificationAre you a driven leader with a passion for customer service and team performance We ...