Travel Reservations Supervisor

Red Deer Global Inc; Cape Town; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A leading travel technology firm in Cape Town seeks an experienced Travel Reservations Supervisor to lead the Ticketing team. The ideal candidate will oversee daily operations, ensure high-quality service, and maintain operational efficiency while meeting customer needs. Strong analytical skills, customer service experience, and a high level of GDS knowledge (Amadeus required) are essential. This role demands excellent leadership abilities and a self-motivated attitude to thrive in a fast-paced environment.

Qualifications

• Minimum 4 years of experience in a fast-paced customer support environment.
• Experience working with demanding targets and tight deadlines.
• Self-motivated and strategic thinker.

Responsibilities

• Lead the Ticketing team and supervise daily operations.
• Maintain high-quality service standards.
• Set and communicate team targets.

Skills

Customer service experience

Leadership

Analytical skills

GDS knowledge

Education

Bachelor’s degree in Tourism, Business Administration, or relevant field

Job description

Travel Reservations Supervisor / Ticketing Supervisor

Full‑time

With offices in Israel, Germany, Portugal, South Africa and Belgium, this company is changing how people buy holidays. They have partnered with some of the most innovative global brands, and are building the world’s leading AI‑enabled tour operator platform, which allows travellers to customise their holiday experience and break free of the traditional restrictions of static pre‑packaged holidays.

We’re looking for an experienced Ticketing Supervisor with advanced customer service experience, people‑management and problem‑solving skills, strong analytical background, high level of GDS knowledge and the ability to communicate effectively with customers, team members and other partners. The Ticketing Supervisor is responsible for overseeing the daily tasks of the Ticketing team, focused on new bookings and schedule changes. This role includes communicating customer service objectives to Travel Agents, compiling data to assess the team’s progress and coordinating with upper management to enhance customer‑service outcomes. Position reports to the Frontline Senior Manager, Head of Operations.

Responsibilities

• Promote excellent performance by leading the team and supervising the daily operations of the department
• Organize and inspire the team to work toward common goals while establishing an environment of trust and empowerment to help them maximize efficiency and productivity
• Ensure high‑quality services are offered
• Clearly set and communicate targets and use data to monitor and measure the team’s performance
• Develop, implement, or improve existing business policies/processes to enhance the services offered
• Anticipate and manage risk and address employee issues
• Ensure clarity around priorities and goals based on the organization’s objectives
• Identify, develop, and hire new talent
• Investigate and handle escalated, complex cases to ensure proper resolution
• Communicate with upper management and deal with difficult stakeholders

Qualifications

• At least 4 years of similar working experience in a fast‑paced customer support environment
• Excellent interpersonal and leadership skills
• A Bachelor’s degree (preferably in Tourism, Business Administration, or any quantitative subject) – a plus
• Experience working with demanding targets and tight deadlines
• Results‑driven approach to problem‑solving
• Process‑oriented analytical thinking with the ability to extract information from data
• Location in Cape Town (South Africa)
• High level of GDS knowledge (Amadeus mandatory requirement)
• Self‑motivated, tactful, creative and strategic thinker
• The opportunity to work in a highly paced environment