DescriptionTo oversee product reservations and scheduled tour operations, aiming to surpass client and supplier expectations.ResponsibilitiesSCOPE• Manage reservations for scheduled tours and transfers.• Handle bookings from internal and external B2B and B2C channels.• Implement tour operations for seat-in-coach tours.• Cater to various client divisions, including international agents, local tour operators, and online direct consumers.• Collaborate with suppliers such as accommodations, excursion operators, tour guides, and transport providers.RESERVATIONS SHARED MAILBOX• Categorize, action, and file emails daily from allocated inboxes.• Adhere to response standards and turnaround times.WEBSITE LIVE CHAT• Respond promptly to customers browsing the website.• Follow Live Chat standards during working hours.QUOTING• Understand pricing for day tours and transfers.• Adhere to department quoting procedures.• Comprehend financial and operational factors affecting tours.RESERVATIONS• Book and confirm tours, airport transfers, day tours, and charter requests.• Monitor tour group numbers to prevent double bookings.• Convert provisional bookings by the cut-off period.• Manage supplier allocations and adhere to reservation procedures.TOUR FINANCIALS• Negotiate supplier terms.• Calculate tour costs and selling rates.• Monitor tour profitability and ensure accurate invoicing.• Submit supplier invoices promptly and follow department procedures.CANCELLATIONS & REFUNDS• Understand cancellation policies and travel laws.• Follow procedures to avoid cancellation fees.• Handle cancellation fees and refunds with suppliers and clients.• Process cancellations and refunds when necessary.PRE-TOUR OPERATIONS• Prepare for tour dispatch and accommodation requirements.• Ensure all details are accurate before departure.• Coordinate rooming lists, alternative accommodations, and tour guide assignments.• Confirm transfers, optional tours, and guest travel requirements.DURING TOUR OPERATIONS• Assist guests with incidents and lost luggage.• Check in with tour guides and resolve issues.• Report any negative impacts on the tour experience.• Manage last-minute travel requirements.SERVICE DELIVERY /CUSTOMER SERVICE• Maintain service standards and communicate effectively.• Respond promptly to requests and provide destination information.• Upsell additional services and ensure accurate documentation storage.• Handle emergency duties as required.INCIDENTS & COMPLAINTS• Report incidents promptly and take necessary actions.• Document incidents and complaints as per procedure.SALES• Offer additional relevant products and follow up on quotations.• Understand sales strategies and goals.PRODUCT• Monitor feedback and escalate issues to the Product Development team.• Update product content and understand tour itineraries.RequirementsQualifications and Expertise• High school diploma.• Preferably a Travel & Tourism qualification.• Extensive knowledge of regional countries and Southern Africa.• Proficiency in online systems.• 3 years of experience in Group Series Tour consulting.• Familiarity with Tourplan is advantageous.Competency• Strong communication, problem-solving, and organizational skills.• Ability to negotiate, make decisions, and work in a team.• Proficiency in Microsoft Office applications.• Good understanding of the Tourism industry and logistical touring.SalaryThe salary offered for this role is competitive and commensurate with experience.BenefitsABOUT OUR CLIENTOur client, an African company, is committed to prioritizing their people, customers, and suppliers by delivering exceptional quality, service, and value.
They aim to infuse each customer interaction with the unique essence and magic of Africa.
The ultimate goal is for our client to emerge as the leading integrated tourism group in Southern Africa, with a strong international presence in sectors where they possess a sustainable competitive advantage.Key areas of international expertise encompass:• Destination retail• Global sports event management• Duty-free retail on the ground• Duty-free retail in the air• Destination management• Hotel management• Lodge management• Airport craft and curios retail• Activity management• Online corporate travel management
