&Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single '&Beyonder makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose '&Beyonders' very carefully - they are the strength and the future of this company.Key OutputsResponsible for delivering and performing land tour programs and eventsHandle/Travel on groups and ensure coordination in Southern and East Africa on a regular basisHelp with the preparation and support of all operations of traveling files, ensuring quality control measures are in placeWork with Operations Manager to ensure through strong commercial focus that all files are profitable and that margins remain in line with &Beyond guidelinesMaintain good relationships with partners and monitor adherence to service level standards by suppliersSupport and communication with accounts teams to ensure debtors are collected timeously and inform management of any potential bad debtMaintain accurate and up-to-date information on all confirmed servicesOversee client itineraries and documents and ensuring prompt deliveryEnsure all country travel restrictions are taken into account in planning and executing of groups travelingRecommendation to Operations Manager and Groups Manager to improve guest experiences and customer serviceEnsure all client and/or guest complaints are forwarded to Operations Manager and Groups Reservations Manager to be replied to immediately and follow processBe on call for any major emergencies and immediately alert the client and Regional Touring ManagerAssisting with special projects and other duties as assigned by ManagementKnowledge RequiredIn-depth knowledge of the tourism industry, including travel industry channels, current trends, destination management, and customer expectationsGood understanding of terms and conditions, markets in which &Beyond operates, product knowledge, third party and &Beyond Product destinationsRelevant understanding of Business to create and formulate a strategy and make commercial decisionsA passion for delivering service excellenceA good knowledge of South Africa, Southern and East Africa with the ability to provide recommendations and assistance preferableExperience of crisis management protocols and procedures, including emergency response and risk mitigation strategiesQualifications RequiredMinimum of 2 - 5 years previous inbound tour consulting experience requiredSkills RequiredOrganization and time management skillsAble to keep up with moving priorities, projects, clients, and technologyAble to think clearly in emergencies and ensure smooth tour operations in accordance with schedulesExcellent communication skills (E.g. verbal, written, reporting and body language)Good understanding of terms and conditions, product knowledge, general knowledge, third party and &Beyond Product destinationsFinancial analysis, modelling and managementUnderstanding and knowledge of the different markets in which &Beyond operatesUnderstanding of travel industry channelsExcellent computer skills including: Tourplan (preferred) or any other reservation system, MS Office applications, Teams, ZoomAnalytical skillsNegotiation skillsExperiential Creativity (Crafting Experiences)YieldingPersonal AttributesDetail-orientedProactiveAdaptableDecision-maker and problem-solverService-oriented with strong multi-tasking skillsTeamwork and interpersonal skillsConflict management and resolutionThe successful candidate should have an enquiring mind, be methodical, pay attention to details, be creative, show perseverance and patience, ability to work under pressure, ability to accept routine and mundane tasks, have high energy level, be flexible, and have the ability to overcome obstacles and persist with the task at hand, be decisive and adaptable.We reserve the right to not make an appointment.
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