JOB DESCRIPTION: Travel Designer_DMCs
DEPARTMENT:Wilderness Travel Shop Rwanda
LEVEL:Reservations
REPORTS TO:Reservations Manager
START DATE:
LOCATION:Kigali, Rwanda
Primary Purpose
To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class itineraries to exceed agent & guests' expectations.
To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of Rwanda as a destination.
Detailed Responsibilities
Develop relationships with Agents
Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
Continuous communication and excellent service delivery to agents at all times.
Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required).
General
Keep Agents' booking information updated in the ARM (likes/dislikes – booking habits etc.) Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life changing journeys for guests.
Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW.
Keep apprised of company policies, procedures and system updates.
Quoting bookings – Design, develop and plan guests' journeys
Quote accurately and timeously and upsell where possible to benefit both Wilderness and the agent ensuring relevant information is obtained from the ARM prior to quoting.
For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
Work with the Yield team on maximizing out bed nights and margin per booking.
Understand the agents/guests needs in each booking, if email does not help clarify then call the agent.
Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held.
Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and bookings are managed effectively.
Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP's per booking.
Confirmed Bookings in accordance with company procedures
Once an agent confirms a booking in writing, a deposit invoice is to be sent and booking file opened - Once payment is receipted, confirm all services required and to cancel those services not needed in the system and relevant AP provider.
Create the automated deposit invoice including all services that are confirmed and need to be delivered in accordance to the agents agreed T&Cs, ensure bookings are not exposed on the TFS reports.
Credit card payments - ensure that the links from the finance team are correct and send onto the Agent.
Process any additional changes/updates after confirmation to the itinerary.
All bookings need to be recalculated to ensure the VAT is correct when doing the final invoice.
Identify and obtain all relevant information for passing a credit note as required and authorised with Reservations Manager. Ensuring this been applied correctly.
Confirm that all services not required have been cancelled prior to invoicing final invoice.
Highlight all VIP guests to the relevant Managers (reservations and sales) once qualified and advise on reasoning for VIP status.
All required travel information to be obtained from the Agent e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.
Review guest travel docs completed and ensure details are correct prior to sending out to the agent.
REQUIRED QUALIFICATION, SKILLS AND EXPERIENCE
Qualification:
Advanced diploma in Tourism/Hospitality
Tertiary certificate in Travel & Tourism/hospitality is a plus.
Experience:
Proven English literacy.
Computer Literate (Microsoft Office, email, Internet)
General product knowledge on Rwanda. Personal or educational travel experience advantageous.
Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry advantageous.
Working knowledge of TourPlan and WISH or similar booking/operating system advantageous.
Skills:
Excellent communication skills both written and oral, in English.
Foreign language skills advantageous
This is not an exhaustive list and may be changed and adapted as the position evolves and develops.
