Africa Reservations Manager

Role Mission

The Africa Reservations Manager is responsible for leading and growing the Africa division, ensuring excellence in sales, operations, and customer service. This role requires a strategic leader who understands the luxury travel market and can refine processes, build strong industry relationships, and drive efficiency within the Africa team. The ideal candidate will be a hands-on leader, fostering collaboration across departments to elevate our presence in the region.

Please Note: this is a fully remote position. We are seeking individuals based in the United States willing to work EST hours.

Who are We?

Planning and managing a 5-Star vacation from scratch requires expertise, cleverness, and genuine passion for detail. That's what UJV is all about. UJV is a service driven team of experts that work behind the scenes, engineering luxury travel experiences for advisors globally, so they can grow their business and fully satisfy their exclusive clients.

We are the luxury travel advisor's right hand. How?

• UJV is a team of travel experts that advises and supports luxury travel advisors worldwide.
• We work behind the scenes as allies of top luxury travel advisors, to offer a 5 Star experience for their clients.
• We offer travel advisors the knowledge and tools needed to grow their business and better serve their exclusive clients.
• We offer an experience-centered service based on passion, expertise, integrity and attention to detail.
• We are willing to do the hard work in order to see our clients shine.

You WillLeadership & Strategy

• Oversee and lead the Africa team (reservations, sales support, and operations) to ensure efficiency, collaboration, and high service standards.
• Develop and implement strategic growth plans, including hiring, technology improvements, and sales initiatives.
• Set and track KPIs for sales performance, customer satisfaction, and operational efficiency.
• Partner with Business Development, Marketing, and Product teams to align Africa's goals with company-wide objectives and expand brand presence through marketing, educational initiatives, and lead distribution.

Industry & Partner Relations

• Manage relationships with hotels, ground operators (DMCs), and other key partners to strengthen our African portfolio.
• Research and onboard new properties/partners to enhance offerings.
• Facilitate meetings with DMC partners to refine processes, review upcoming travels , and address any operational challenges.
• Represent the company at luxury travel events, trade shows, and webinars to increase brand awareness.

Team Management & Development

• Provide hands-on leadership, guiding the Africa team with clear goals, motivation, and strategic direction.
• Develop action plans and sales goals for the team, ensuring alignment with company objectives.
• Organize ongoing training and development for team members to stay updated on industry trends, new properties, and market shifts.
• Oversee scheduling, time-off requests, and workload distribution in collaboration with HR and sales management.

Operations & Client Experience

• Refine internal processes to increase efficiency and enhance the client experience from inquiry to post-trip.
• Work closely with the operational and sales support team to develop and maintain client-facing materials (e.g., pre-departure guides, tipping guides, packing lists).
• Resolve escalated client concerns pre-trip or during travel, ensuring seamless communication with internal teams and external partners.
• Monitor geopolitical, weather, or operational risks in Africa, providing proactive solutions and alternative plans when needed.

Growth & Expansion

• Continue developing the blueprint for on-the-ground operations in Africa, ensuring we maintain the highest level of service in the luxury market.
• Plan and facilitate team FAM trips and in-person training experiences in Africa to enhance knowledge and firsthand expertise.
• Advocate for Africa's needs across departments, ensuring alignment with commercial, marketing, HR, and accounting teams.

You Are

• An expert in Africa as a luxury travel destination, with deep knowledge of top luxury hotels and established relationships with key properties.
• Highly experienced in leading processes aligned with the DMC model, with a strong background in working directly with or within African DMCs to ensure seamless integration of sales and operational workflows.
• Adept at building and nurturing relationships with hotels, DMCs, and luxury travel partners, with a focus on expanding existing connections.
• Skilled in leading both sales and operational teams, ensuring seamless integration of relationships and processes across the department.
• Proven in setting goals, driving performance, and leading teams effectively.
• Strategic yet hands-on, with excellent communication and problem-solving skills, especially in high-stakes client interactions.
• Experienced in managing remote, global teams and achieving measurable results.
• Willing to travel 20-30% of the time.