Fit Reservations Pro — Revenue-Driven (Maternity Cover)
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Job summary
Protea Hotels by Marriott in South Africa seeks a Consultant for Revenue Growth Management Technologies to deploy digital RGM solutions across Africa. You’ll partner with Global Digital Network, Africa Operating Unit, bottlers and partners to translate business needs into scalable product deployments and drive value.
You will lead cross-functional teams, manage stakeholders, define roadmaps, and ensure adoption from ideation to go-live, with strong emphasis on analytics, data quality and
Qualifications
- Bachelor degree in combined Business and IT disciplines.
- Project Management or Agile certification is a plus.
Responsibilities
- Act as a business ambassador across Africa Operating Unit and bottlers, driving stakeholder buy-in and adoption of digital RGM solutions.
- Understand changes to enhance tools, shape product roadmap, and influence regional and global decisions.
- Balance global priorities with local needs, translating requirements into deployment plans.
- Lead cross-functional and virtual teams, aligning strategy across units and partners.
- Manage diverse stakeholders and oversee end-to-end deployments from ideation to go-live.
Skills
Education
Tools
Job description
About the role This role works within the Global Digital Network - Customer Operations team partnering with our system bottlers and external development partners to deliver scaled business value through the implementation of digital product solutions and services. Focused primarily on scaling Revenue Growth Management solutions in the Customer and Commercial (CCL) arena, this individual is accountable for deploying the product across the Africa Operating markets.
This role will be responsible for partnering with Africa Operating Unit GDN - Digital, Data and AI team and business Teams (Customer & Commercial and RGM specifically) to understand business requirements in the revenue management and promotional space for Coca Cola, our bottling partners and customers (Retail and Out of Home) (In store and eCommerce).
This role requires someone who has practical knowledge of Commercial process and how data driven insights, processes and tools can enable business results. Working knowledge of technology solutions as enablers - working closely with development teams
TCCC's RGM portfolio includes e.g. commercial decision making guidance, assortment analytics, trade promotions.
- Act as a business ambassador across Africa Operating Unit and bottlers, demonstrating RGM capabilities, driving stakeholder buy-in, and accelerating adoption of new digital solutions.
- Understand required changes, evolutions, and innovations to enhance the toolset, shaping the product roadmap and influencing decisions at both regional and global levels.
- Successfully balance global strategic priorities with local market and bottler needs, translating business requirements into product enhancements, roadmap priorities, and deployment plans.
- Partner closely with senior leaders across Operating Units, bottlers, and global teams to align product strategy, solution design, deployment priorities, and expected business outcomes.
- Manage a wide range of stakeholders across business teams, global functions, bottlers, and external partners.
- Act as project manager throughout the full lifecycle of deployments, from ideation and business case development to go-live, adoption, and value realization.
- Led cross-functional and virtual teams consisting of business stakeholders, product owners, developers, vendors, and deployment partners across multiple geographies.
- Communicate product vision, roadmap, deployment status, and business value realization effectively to regional and global stakeholders.
- Leverage strong analytical and data management skills to assess business requirements, identify data quality gaps, and guide bottlers and business teams in providing accurate and actionable datasets.
- Develop and facilitate training, enablement, and coaching programs for key users, strengthening business capabilities, increasing user confidence, and driving long-term adoption.
- Establish strong relationships with business and bottler teams, creating continuous feedback loops that improved product capabilities, user experience, and business outcomes.
- Influence regional and global decision-making through data-driven insights, business case development, and stakeholder alignment to maximize business value and user satisfaction.
- Bachelor degree in combined Business and IT disciplines. Open to other disciplines
- Project Management or Agile certification is a plus
- 5 years in revenue growth management/ promotions management sector in FMCG or Retail
- Relevant experience/ background includes Sales and Commercial roles, RGM Consulting in Delivery roles, Bottler RGM roles and Data Consulting/ Delivery roles
- Business facing with strong stakeholder management and communication skills
- Practical experience of project management and technology enablement - managing the design, development delivery of digital initiatives demonstrating effective coordination of business and technology stakeholders (From Ideation to Go Live and increasing adoption)
- Experience and understanding of the Coca-Cola system and franchise model is a strong advantage
- Commercial/ RGM/ Promotional management experience
- Good working knowledge of commercial mechanics and approaches
- Knowledge of pricing analytics, revenue management and trade promotion management/optimization technical platforms
- Familiarity with analytical tools - (e.g. Power BI)
- Understanding of Artificial Intelligence (AI) and Generative AI use cases, with the ability to identify opportunities to improve commercial decision-making, productivity, and business outcome
- Facilitation skills with ability to influence change at higher levels
- Effective communicator, able to gain the respect of the team, senior stakeholders, and leadership
- Ability to lead teams in a networked environment
- Proven experience of managing technology projects/products and developing capability
- Demonstrated ability to understand technical approach & drive technical discussion
- Strong excel/ power BI user /
- Working knowledge of AI-powered solutions and data-driven technologies, including Generative AI, machine learning concepts, and their application in commercial and analytical processes is a plus.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Job Number
Job Category Reservations
Location Corner York and Gladiator Streets Rhodesfield, Kempton Park, Johannesburg 1619, South Africa
VIEW ON MAP ( Full Time
Located Remotely? N
Position Type Non-Management
Oversee accuracy of room blocks, reservations, and group market codes. Assist the reservations agents when needed to fully perform their job functions. Encourage and ensure the Reservation Agents make regular follow-up on pipeline. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Coordinate tasks and work with other departments to ensure that the department runs efficiently.
- Serve as a departmental role model or mentor by working alongside employees to perform technical or functional job duties.
- Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
- Encourage and motivate employees to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
- Ensure that hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.
- Comply with quality assurance expectations and standards.
- Enter and locate work-related information using computers and/or point of sale systems.
- Read and visually verify information in a variety of formats (e.g., small print).
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
- Verify all reservation information with callers to ensure accuracy.
- Accommodate and document special requests in an accurate and efficient manner.
- Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers.
- Determine the most appropriate room type to meet guest requirements and maximize room rate.
- Explain guarantee and cancellation policies to callers.
- Use sales techniques when assisting guests in making reservations, including personalizing calls, obtaining complete guest needs, suggesting alternate dates or directing guests to sister properties on sold out days.
- Answer guest questions about property facilities/services (e.g., hours of operation, room availability, restricted dates, rates and room types, packages, promotions, entertainment, restaurants, special events).
- Describe room accommodations and benefit feature sale amenities to guests.
- Communicate information regarding designated VIP reservations, including VIP name, company, and title to upper level management.
- Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program.
- Identify repeat guests using appropriate codes.
- Follow "up selling" techniques and sales strategies in order to maximize property revenue.
- Input and access data in reservation system by entering correct information into proper fields, including Marriott Rewards number, and asking for travel agency IATA and FIT numbers (i.e., flags, comments, guest messages).
- Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
- Verify availability of room type, rate, and occupancy before confirming any reservations.
- Inform guests of rules and regulations regarding qualifying rates (e.g., government and special corporate rates and discounts).
- Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system.
- Document information for manual reservations on designated forms and enter information into the reservation system.
- Respond to any challenges found for accommodating rooming requests by communicating with guest or group contact, Sales Department, or Front Desk.
- Oversee accuracy of room blocks and reservations.
- Remove group room blocks from general inventory by entering information into reservation system (MARSHA, Fidelio, OPERA).
- Communicate with Sales Coordinators and property staff to resolve errors related to group market codes not matching in the PMS and MARSHA systems.
- Set-up proper billing accounts (i.e., share-with, room/tax/incidentals, tax exempt, direct/special billing, group bookings) according to Accounting policies.
- Communicate and instill company values and/or culture to new employees.
- Review and implement new Reservations procedures.
- Troubleshoot and resolve guest issues and concerns or refer to appropriate contacts, based on the type of issue.
- Follow proper escalation procedures when addressing guest concerns.
- Computer Skills
- Problem Solving
- Decision-Making
- Learning
- Customer Service Orientation
- Interpersonal Skills
- Team Work
- Diversity Relations
- Telephone Etiquette Skills
- English Language Proficiency
- Communication
- Listening
- Applied Reading
- Form, Report, and Log Completion
- Writing
- Positive Demeanor
- Integrity
- Dependability
- Adaptability/Flexibility
- Presentation
- Stress Tolerance
- Initiative
- Detail Orientation
- Time Management
- Multi-Tasking
- Planning and Organizing
- Reservation Policy
- Reservation Procedures
- Reservation Software
- Typing
- Diligence
- Grade 12 or equivalent. The Company will apply Recognition of Prior Learning or Experience in the absence of an NQF 4 qualification.
- At least 2 years of related work experience OR 4 years of related work experience without an NQF level 4 qualification.
- Demonstrated history of being a leader.
- History of working with individual and group reservations - required.
- Fluency in the articulation of the English language.
- Ability to manage a team in the absence of management.
- Ability to empathize and apply emotional intelligence in the resolution of guests and staff problems that might arise.
- Ability to build rapport and trust with the team to champion the Company's open door policy.
- At least 1 year of supervisory experience - Advantageous
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
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