Product & Support Manager

HotelJobs; Cape Town; On-site; ZAR 900,000 - 1,100,000; Full time

Job summary

HotelJobs in Cape Town seeks a detail-driven SYSTEM & PRODUCT MANAGER to run its B2B travel booking platform. This is a hands-on, proactive role for a self-starter who can manage the system independently, keep rates, content and promotions accurate, and help shape the platform’s next phase of growth.

You’ll balance fine detail with strategy, onboard agents and partners, coordinate with suppliers, and work across marketing, IT and operations to maintain live availability and seamless bookings.

Qualifications

• Hands-on experience building and managing a travel booking platform.
• Travel industry background with DMCs and tour operators knowledge.
• Understanding nett and rack pricing, STO agreements, commissions, margins.
• Outstanding data accuracy when loading rates, flights, activities, and promos.
• Experience managing product/content and working with suppliers/partners.
• Strong organisational skills with multitasking across parallel projects.
• Confident communicator and trainer for onboarding agents.
• Experience with CRM tools, payment tools and API live-availability integrations.

Responsibilities

• Load and maintain flights, activities and transfers with rates and descriptions.
• Ensure rates and images appear correctly on quotes and itineraries for all agent tiers.
• Run system checks, troubleshoot issues, log snags, and follow up with developers.
• Test, roll out and document new features and updates.
• Oversee tenancy settings, supplier notifications and travel guide content.
• Onboard and manage third-party properties including STO rate sheets.
• Follow up live availability and API integrations with partners.
• Oversee marketing projects for property and operator pages.
• Maintain supplier accounts with contact details.
• Set up, test and retire specials and promotions.
• Contribute to roadmap strategy including revenue opportunities and upsell options.
• Create and maintain SOPs for core processes.
• Train and update agents and feed feedback to roadmap.
• Provide backup support on itineraries and bookings.

Skills

Travel booking systems

DMC knowledge

Pricing & margins

Data accuracy

CRM tools

API integrations

Supplier onboarding

Content management

Training & onboarding

Tools

CRM software

Payment tools

API live-availability integrations

Job description

A well-established African travel company representing independent lodges and camps is seeking a detail-driven SYSTEM & PRODUCT MANAGER to run its B2B booking platform. This is a proactive, hands-on role for a self-starter who can run a travel booking system independently, keep rates, content and promotions accurate, and help shape the platform’s next phase of growth. You should be equally at home in the fine detail and the bigger strategy.

Core Criteria:

• Hands-on experience building and managing a travel booking, itinerary or reservations platform, with the ability to pick up new systems quickly
• Travel industry background, with a working knowledge of how DMCs and tour operators run, and of the Southern and East African safari markets
• Solid grasp of travel pricing: nett and rack rates, STO agreements, commission tiers, mark‑ups and margins
• Exceptional attention to detail and data accuracy when loading flights, activities, transfers, rates and promotions
• Experience managing product and content information and working with suppliers or partners
• Highly organised, able to juggle a long task list across parallel projects and follow up proactively
• Confident communicator and trainer, with experience onboarding agents or colleagues
• Experience with CRM tools, payment tools and API live-availability integrations

Candidate Responsibilities:

• Load and maintain flights (scheduled and charter), activities and transfers, including rates, descriptions, images and all travel legs
• Check that rates, content and images pull through correctly on quotes and itineraries for every agent tier
• Run system checks, troubleshoot issues, log snags with the developers and follow them up
• Test; roll out and document new system features and updates
• Oversee tenancy settings, including supplier notifications, banners, external user toggles and travel guide content
• Onboard and manage third-party properties, including STO rate sheets, contracts, insurance details and property page content
• Keep the pipeline of new partners moving and follow up on live availability and API integrations
• Oversee marketing projects covering property pages, operator pages, images and descriptions
• Maintain supplier accounts, including email addresses and emergency contacts for each property
• Set up, test and retire specials and promotions, from seasonal and honeymoon offers to last-minute and system-only deals
• Contribute to roadmap strategy, including revenue opportunities, upsell options and the balance between agent and supplier commission tiers
• Create and maintain SOPs for the platform’s core processes
• Train and update new and existing agents, answer system queries and feed agent feedback into the roadmap
• Provide backup support on itineraries and bookings when the dedicated team member is on leave

This is a live-out position based in Cape Town. A co-working space will be shared with the department head and travel to Franschhoek office may be required as necessary.