Reservations Specialist, Africa

Job description

About Us Let’s go on an adventure together! Hey there, we’re G Adventures. We’re one of the world’s leading small group travel companies, and we’ve always believed that travel isn’t just about where you go — it’s about how it changes you. For the last 35 years, we’ve set out to do things differently. No cookie-cutter tours. No giant buses or cruise ships. And not to mention, as few selfie sticks as possible. Just real humans, travelling your heart out across the world with open minds and a non-stop desire to make our planet better, simply by exploring it. At G Adventures, our DNA (or GNA, if you will) is built on belonging — where bringing your authentic self to work every day isn’t just accepted, it’s downright celebrated. For our office crew — you wanna rock a t-shirt with your dog’s face on it? We say go for it. For our Chief Experience Officers — you wanna hit the road and call some of the most epic places on Earth your home office? We love that — and we’ve got you. Wanna spend your days with people you genuinely like? Us too — and we’re pretty sure you’ll fit right in, wherever that is. Now about that career of yours — this is the kind of place where you can spread your wings and truly grow into your role. The best part? You get to do it all alongside a passionate, freakishly talented, one-of-a-kind bunch excited to produce top-notch work and spread a ridiculous amount of goodness at the same time. Feel like this could be the right fit? We think so too, and we’re already way too excited to meet you. Objective of the Job: The Reservations Specialist is responsible for accurately managing transportation, activities, flights, accommodation and all on tour bookings, ensuring timely communication and coordination with internal teams and external suppliers. This includes handling duplicated, enhanced, and custom groups, arranging special requests, rooming configurations, extras, and special VIP departures. This role is responsible for managing accurate and timely flight bookings, ticketing, and related support services for on tour traveller flights, CEO’s (Tour guide’s) and staff travel as required. Resolving issues and maintaining compliance with airline policies. In addition to core reservations management, the Reservations Specialist actively supports cross-departmental projects, assists with supplier training, and contributes to operational efficiency across the region. This role provides mentorship to coordinators, supports process improvements, and maintains high standards of service while upholding brand integrity. The Specialist also plays a vital role in handling emergency situations and contributing to overall operational reliability & efficiency, customer satisfaction and company culture. Key Duties & Responsibilities: Flight Booking & Ticketing Operations Weekly: Coordinate and manage flight bookings for travelers, staff and guides, ensuring accurate, timely, and cost-effective reservations. Utilize airline reservation systems (e.g., GDS) to issue, modify, or revalidate tickets and manage flight inventory effectively. Monitor booking queues, flight schedules, and ticketing deadlines to prevent errors and disruptions. Maintain accurate and up-to-date records of flight bookings, fare rules, and customer travel profiles. Stay current with airline procedures, fare rules, and travel industry trends to support optimal decision-making and compliance. Liaise with tour operations, and external flight providers to ensure seamless travel arrangements that align with tour itineraries. Groups & specialised tours Weekly: Accurately Block, quote and manage Private Departures (duplicates, enhanced itineraries, custom departures, and VIP private groups). Manage East & Southern Africa Reservations and Groups inboxes, ensuring timely and accurate responses. Communicate all significant private or VIP group reservations details to all relevant stakeholders. Managing all private departures, ensuring clear and timely communication with Tour Staff, Fleet, and other operational teams to facilitate seamless trip operations. Collaborate cross-departmentally with Buying, Product, and Contract Specialists to ensure optimal supplier selection and rates, while maintaining accurate and up-to-date bookings within all relevant systems. Provide guidance to team members on best practices for managing these processes. Reservations Administration & Coordination Daily: Accurately complete all reservations as requested by the Sales team and as designed by the Product team, ensuring compliance with Block Sheet guidelines. Accurately perform all required validations and ensure systems and tools (e.g., Block Sheet, Validations) are accurate; report any discrepancies to the Reservations Manager. Manage the validation and reconciliation of supplier invoices against internal systems, working in partnership with local and global finance teams to ensure accuracy and the timely processing of payments Support the Global Sales teams by handling last-minute booking requests and changes promptly and communicating these efficiently. Monitor & action bookings on RQ from sales team using looker reports. Coach and support Reservations team members in managing MOR and space requests, providing guidance to ensure tasks are completed accurately, efficiently, and in line with established processes. Ensure all reservation-related tasks are completed timely and accurately to avoid unnecessary fees, respecting cancellation terms. Assist in ensuring the G Adventures brand and other client brands are properly represented throughout the region. Weekly: Manage East & Southern Africa Reservations inboxes, ensuring timely and accurate responses. Oversee weekly trip cancellations report and delegate to team members. Lead the allocation and coordination of reservations tasks across the team, ensuring equitable distribution of responsibilities and operational efficiency. Provide guidance and support to Reservations Coordinators and Assistants, ensuring accuracy, efficiency, and the effective execution of their responsibilities. Monthly: Carry the emergency phone on a rotational basis and assist outside of regular work hours as required during emergencies. Adhoc (As Required) : Assist in handling customer complaints professionally and escalate when necessary. Oversee and schedule emergency phone coverage and inbox rotations, providing clear direction and accountability among team members. Communication & Collaboration Daily: Maintain open communication with the supply chain, providing training when needed to ensure understanding of reservation processes. Maintain constant communication with the Operations team to address and resolve any reservation-related issues promptly and optimally. Communicate all significant reservation details to the Reservations team, CEOs, and other relevant stakeholders in preparation for trips. Provide operational support to cross-functional teams, including Tour Staff and Fleet, as required to ensure seamless service delivery. Mentorship & Team Support Adhoc (As Required) : Act as a mentor for Reservation Coordinators, providing guidance and support to enhance team performance. Provide training and support on internal systems (Polaris, Compass, Salesforce) and tools (Google Workspace, Google Sheets) to ensure accurate and efficient work. Offer guidance on prioritizing workloads, handling escalations, and resolving complex customer or supplier issues. Assist in onboarding new team members, supporting their integration into processes, systems, and company culture. Lead by example, demonstrating accuracy, efficiency, and professionalism in all tasks while fostering a positive and engaged team environment. Provide backup support to other reservation areas or departments during peak periods or staff absences. Process Improvement & Quality Assurance Daily: Support ongoing improvement of reservation processes by identifying inefficiencies and recommending solutions. Adhoc (As Required) : Monitor and analyze reservation trends and data to identify opportunities for improving processes and increasing efficiency. Participate in quality assurance activities to ensure reservation accuracy and compliance with company standards. Maintain and update reservation documentation and manuals to reflect procedural or system changes. Guide and support team members in adopting improved workflows and best practices. Technical & Systems Support Daily: Demonstrate proficiency in internal systems, including Polaris, Compass, and Salesforce, and in Google Workspace applications, with advanced skills in Google Sheets. Provide guidance and support to team members on best practices for using these systems efficiently and accurately. Adhoc (As Required) : Provide general air support related to rates, systems (GDS), processes, and procedures. Maintain regular communication with Flight Reservation team lead and members regarding any system or procedural issues. Collaborate with IT or system providers to test and implement updates or new features in reservation platforms. Proactively explore and implement innovative solutions within reservations systems, identifying opportunities to streamline processes and enhance team efficiency. Company Culture & Performance Daily: Contribute to G Adventures' performance by displaying a positive, enthusiastic attitude and supporting company initiatives and activities. Adhoc (As Required) : Lead & support communytiship initiatives within the Reservations team, while fostering strong working relationships with external colleagues across the organization. Help support travel style training and requirements within the region. Skills & Experience Technical Skills: 2 years Proficiency with Google Suites 1-2 years Knowledge and or Experience with GDS 1 year Familiarity of Mac computer systems Proficiency in reservation and internal systems Strong computer skills with proficiency in Microsoft Office and Google Workspace (including advanced Google Sheets) Soft Skills: Ability to efficiently navigate multiple computer systems with speed and accuracy. Comfortable working flexible shifts, including weekends, to meet business needs Highly refined communication skills: personable, courteous, friendly, and professional. Excellent planning, organizational, and time management abilities Attentive to detail, actively listens, and remains calm and effective under pressure. Strong problem-solving abilities. High attention to detail. Ability to multitask and prioritize effectively. Collaborative mindset with cross-functional teams. Strong organizational and time-management skills. Adaptability in a fast-paced environment. Excellent written and verbal communication skills; able to liaise effectively with internal teams and external suppliers. Strong problem-solving and complaint resolution skills. Collaborative mindset with the ability to mentor and guide team members Proactive and customer-oriented, with the ability to manage multiple priorities effectively. Collaborative and supportive team player, fostering engagement, knowledge sharing, and positive team dynamics. Proactively identifies opportunities to improve processes, streamline workflows, and enhance operational efficiency. Demonstrates initiative in taking on additional responsibilities or cross-department projects. Flexible and adaptable in a fast-paced, dynamic environment. Demonstrated decision-making ability with sound judgment. Experience: 3+ years in the travel industry with hands-on reservations and operations experience. Experience working with internal stakeholders and external flight suppliers to ensure seamless travel arrangements. Proven ability to provide excellent customer service in fast-paced environments. Familiarity with regional geography relevant to East & Southern Africa. Demonstrated success in coaching and mentoring junior team members.| Education & Certifications: Diploma or degree in Travel and Tourism, Hospitality, Business Administration, or equivalent experience in Travel, Tourism, or a related field What Do We Offer You? Competitive Total Rewards Package, including exclusive travel perks! Additional days off, including on your birthday! Vacation time for you to recharge Enhanced Parental Leave Meaningful Employee Recognition Program Learning and Growth Opportunities Employee Resource Groups *Applicable based on location* Please note that Artificial Intelligence (AI) is used in the selection or interview process. G Adventures is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants.