Our client has dedicated itself to simplifying your African adventure.
To proficiently oversee product reservations and scheduled tour operations to surpass client and supplier expectations.
- The product includes clientscheduled tours and transfers.
- Reservations encompass bookings from internal and external B2B and B2C channels.
- Tour operations focus on seatincoach tours.
- Clients: Various divisions including international agents local tour operators and online direct consumers.
- Suppliers: Accommodations excursion operators tour guides and transport providers.
RESERVATIONS SHARED MAILBOX
- Manage emails in designated inboxes daily accurately categorizing acting and filing.
- Adhere to response standards and timelines.
- Promptly engage and respond to customers browsing the clients website.
- Comply with Live Chat standards during working hours.
- Understand pricing for day tours and transfers.
- Follow department quoting procedures.
- Demonstrate comprehensive knowledge of financial and operational factors impacting tours.
- Confirm and book allocated tours transfers day tours and charters from various sales channels.
- Process booking requests within set timeframes.
- Monitor tour group numbers to prevent double bookings.
- Convert provisional bookings by the deadline.
- Manage supplier allocations.
- Adhere to department reservations and confirmation procedures.
- Manage supplier negotiations and terms.
- Calculate tour costing and selling rates.
- Monitor allocated tours profitability.
- Invoice bookings accurately and ensure timely payments to suppliers.
- Follow department invoicing and payment procedures.
- Understand cancellation policies and travel laws.
- Execute department procedures to avoid cancellation fees.
- Negotiate cancellation fees and refunds with suppliers and clients when necessary.
- Process cancellations and refunds appropriately.
- Arrange tour dispatch details and room configurations.
- Coordinate bookings and ensure accurate rooming lists.
- Communicate with suppliers and guests regarding tour requirements.
- Allocate vehicles and tour guides per schedule.
- Prepare documentation and brief tour guides.
- Address lastminute guest additions promptly.
- Assist with lost luggage incidents.
- Arrange transfers and address issues during the tour.
- Support tour guides and report any negative impacts to agents.
- Handle posttour travel requirements.
SERVICE DELIVERY / CUSTOMER SERVICE
- Maintain service standards and communicate effectively with clients and suppliers.
- Respond promptly to requests and provide destination information.
- Offer additional services and ensure accurate documentation storage.
- Fulfill emergency duties as required.
- Report incidents promptly and follow set procedures.
- Resolve issues immediately and document the Incidents Report.
- Provide comprehensive product information and follow up on quotations.
- Understand sales strategies and goals.
- Monitor feedback and update product content.
- Familiarize yourself with all tour itineraries.
Requirements
- High school diploma or equivalent.
- Preferably a Travel & Tourism qualification.
- Profound 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.
- Strong communication problemsolving and organizational skills.
- Effective negotiation and decisionmaking abilities.
- Attention to detail and knowledge of financial principles.
- Team player with logistical and tourism industry knowledge.
- Proficient in Microsoft Office Software.
- Innovative proactive and adept at time management.
Benefits
Our awesome client boasts a crew of passionate skilled and realdeal individuals. If youre brimming with enthusiasm talent and grit keep those peepers glued here!
Things close to their hearts: Positivity Outofthebox thinking Honesty Respect Responsibility Adaptability Team spirit Going above and beyond Sharing ideas and lending an ear to others.
Matric certificate. Travel & Tourism qualification. 3-5 years of experience in the Tourism Industry. Knowledge of the Marathon World is essential. Experience with Tourplan is required.