Duties and Responsibilities
Key deliverables and outputs
Strategic/Financial
Finance
All claims accounted for and submitted timeously for reimbursement
Daily station cash is accounted for, balanced, banked and filed as per procedure
All financial records are retained and available as per retention list/procedure (Range: cash reconciliation, MCR book, banking book, petrol book, petty cash claims)
Petrol
Reconcile petrol slips daily and hand over for approval from Manager weekly/upload on Zwakala
Process fuel for payment weekly
Conduct spot checks to ensure petrol is charged accurately on the Rental Agreement
Ensure that sufficient petrol stock is on hand (for stations with pumps on site)
Investigate shortages recorded on petrol pumps.
Operational
Fleet Management
Ensure that all reservations and special requests are met
Surplus fleet available for walk ups is communicated to team
Vehicle shortages are actioned timeously by sourcing from Branches in area or Dispatch
Upgrades are conducted according to procedure and fleet availability
Ensure all vehicles not suitable for rental are sent to Dispatch /Dealer daily (Range: out of service, buyback, turnback, damaged, on hold)
Conduct daily QCE and ready line inspections
Vehicle return quantity is monitored and cleared to prevent congestion with the assistance of Dispatch.
Damages
Ensure that all vehicles returned are inspected and where necessary, damage reports are completed and customers charged
Missed damages are investigated and actioned accordingly and if necessary, escalate to Manager.
Ancillary Sales
Ensure that opportunities to increase revenue are driven by the team through ancillary sales
Complete and conduct the daily game plan to communicate the targets to the rental agents
Conduct daily agent audits to verify validity of upsells (e.g. provide rental agents with daily tracking logs, check and file at end of shift)
Observe and provide daily feedback to rental agents (coaching and feedback form - CFF) to ensure correct sales wheel steps and dialogue are followed. Update observation analysis tool (OAT) to track performance of team/branch
Miscellaneous charges and counter products are charged accurately (E.g. cross border, one way, additional driver, surcharges, valet, baby seats, delivery and collection fees)
Queries
Queries received are actioned before end of shift
Feedback to customer represents the Avis Budget values, culture and brand
Credits are authorised within limits of authority.
Administration
Conduct checks on all Rental Agreements to ensure that quality and accuracy standards are met (Range: R1 authorisation where applicable, authorisation slips, signatures and initials, additional charges, vouchers, driver's license & passport number, contact numbers, partial captured etc.)
Batching completed as per procedure (Range: Rental Agreements, vouchers, pro-forma, inbound/replacement/walk up check sheets, indemnity form)
Attendance register is signed off as approved and completed for every shift (Range: attach doctor's notes, leave request) as per procedure
Overtime is forecasted and submitted for approval (Range: one week prior to shift)
All VTCs are authorised for every shift (general and staff VTCs)
Ensure that all lost property is recorded on workflow and customer has been contacted. Any lost property over 3 months onsite must be loaded on Bid for Charity Workflow
Reports are actioned daily, weekly and monthly according to procedure e.g. VRSMENU, WZTDOC, WRSCEX etc.
Any Rental Agreements that cannot be checked-in are actioned as per procedure (direct billing, accident damage, no authorisation)
All relevant documents/reports are filed before end of shift
Ensure that Branch Daily Duties have been completed before end of shift
Handover of shift is conducted as per procedure daily.
Asset Management
All assets are securely locked away / per procedure (Range: keys, vehicles, cash, personal belongings [handbags/wallets/cell phones], lost property, counter products, equipment, tablets)
Ensure that all relevant equipment is regularly serviced and maintained (e.g. aircons, printers, vacuum cleaners etc)
Attempted / suspected conversion is communicated to Special Investigations Department immediately
Premises are locked and secured during and after hours as per local procedure
Any malfunctions or security issues are actioned immediately and reported to the Risk Department and/or Special Investigations Department (where applicable)
Ensure all vehicles, keys and counter products are accounted for at branch (Range: inventory and inactive)
Stakeholders (internal & external customers, suppliers, shareholders, communities)
Health and Safety
Occupational Health and Safety Act is communicated to team and adhered to and any related actions are carried out (e.g. fire marshal, first aider, key register and calibration certificates etc.)
For stations with petrol pumps on site - ensure all SHEQ requirements have been met
All risk factors are identified, resolved where possible or escalated immediately.
Customer Service
All customer interactions reflect the Avis Budget culture, values and promises
CSI focus areas are communicated to team monthly and where needed, provide coaching and assistance to rental agents not meeting Branch CSI targets.
Audits
Adhere to ISO, Health and Safety, Barloworld, TSR, STARS and internal audit requirements
Action and resolve audit findings to ensure that they do not reoccur.
Meetings
Attend team meetings as required
Attend roadshows as per schedule.
Employees
Discuss and sign Job Descriptions and scorecards with new employees
All employee documentation is actioned as per procedure and submitted by deadline (Range: new employee, probation, coaching, 1-1 meetings, scorecard, IDP, policies and procedures)
Monthly team meeting conducted as per branch requirements
One-on-one meetings are held with employees once a month
Ensure that all RAC/BWAL Communications are communicated and understood by the team
Coach and develop direct reports
Complete performance appraisals / scorecards are completed as per performance cycle and take appropriate action to correct poor performance and misconduct
Assist in putting succession plans in place (Identify and develop a possible successor)
Motivate and inspire teamwork through coaching and creating an engaging environment for employees and empower employees through appropriate delegation.
Internal and External Stakeholders
The role requires close engagement and collaboration with key internal and external stakeholders.
Internal Stakeholders
Area Manager, GM: Rental, HC Manager, Regional Admin Manager, Dispatch Manager, Workshop and Damages Managers.
External Stakeholders
None
