Job Description

Purpose of the JobTo design, quote for and book journeys to Southern Africa for travelers via overseas agents.ScopeTo exceed customer expectations and meet deadlines, and to retain relationships and achieve set sales targets.PRINCIPLE ACCOUNTABILITIES & RESPONSIBILITIESQuoting and Reservations

• Assess client needs in terms of special interests, special needs, and affordability/budget
• Acknowledge receipt of written requests received from agents
• Respond to written requests and provide written confirmations
• Making sure all client files are filed according to the companys standards and up to date

• Loading of PCMs for all series
• Loading reservations on Tourplan
• Ensure confirmation of services with suppliers
• Documentation Management of all Reservations

• Itinerary planning and layout

• Compile Guide packs for Tour Guides
• Vouchers
• Rooming lists
• Filing

• Handling of client complaints on spot together with the tour guide

• Manage MOD phone and queries as required
• Stay in constant communication with agents with regards to status of utilization of series, payment requirements, deadlines, and conditions of reservations
• Create client specific proposals in German
• Create and understand client specific costings for different groups
• Constant liaison with tour guides while on tour

• Regular liaison with the guide academy regarding tour guide bookings

Client Care

• Maintain contact with tour guides throughout tour
• Manage client complaints and emergencies

• Maintain contact with agents
• Obtain feedback from agent following client departure
• Make sure feedback forms are summarized and analysed

Payments & Account Queries

• Ensure that bookings are invoiced for all services and invoices are accurate
• Manage payments and Account queries

• Follow up on short payments / outstanding payments
• Liaise with Finance department with regards to queries
• Ensure payment conditions are strictly adhered to

• Keep Team Manager informed of possible problems

Tour Guide Liaison

• Make sure that tour guide services are booked as required and timely
• Ensure guide briefing is done accurately with regards to client requirements, make sure to highlight any special needs/requirements of clients

• Ensure regular updates on tour guide briefings as itinerary changes
• Ensure correct selection of guide based on

• Cultural background of group
• Age group of travellers and guide
• Language requirements

• Ability of guide

Administration

• Fully understanding and follow-through of all divisional procedures and policies.
• Submit timeous reports as requested and adhere to deadlines.

• Maintain complete confidentiality with all company intellectual capital.
• Make sure that e-filing is done accurately in the team

Client Relationship

• To ensure client expectations are met and the highest delivery of service is driven through the business

• To ensure that clients are offered the best available price and product
• To continually look at creative ideas and review products which are offered to clients
• To build and retain relationships with clients
• Establish and maintain good relationships with all company staff
• To ensure effective communication with clients at all times

• To ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously
• To follow-up with clients and any leads

Technical Skills

• Turnaround time as per client specifications

• Tourplan knowledge and execution
• Knowledge of customers needs and products
• Knowledge of company policies and procedures
• Knowledge and understanding of German travel law
• Knowledge and understanding of German travel market

• Customer Care

• Handling of complaints
• Problem Solving
• Continually exceed the customer expectation

Financial Reporting

• Explanation of variances
• Margin Management (high & low)
• Reconciling of files

Team Work

• To build and maintain good relationships within the team
• Coaching, motivating, developing, mentoring and managing the team
• Manage expenses and training needs
• Effectively communicate and implement and/ or adjust best practice policies and procedures

• Build relationships and support within the company
• Pro-actively get involved
• Assist in areas of expertise
• Flexibility to assist colleagues out of normal office hours, when and if required

Supplier Relationships

• Commitment to and building relationships with the companys Destination Management preferred partners
• Ensure that the best rates are always negotiated and secured
• Understanding supplier products
• Establishing best product

• Personal development on destinations and products
• Actively source new products and creative ideas

Learning & Development

• Continuously develop product knowledge, attend industry events/seminars/conferences, and participate in supplier workshops, educationals and trade shows

• Keep abreast of industry trends
• Attend exhibitions, trade shows where necessary

Values

• Passion - Energy and Excitement and enthusiasm in all we do!

• Innovation - Our desire to make changes by introducing new methods, ideas or product for the benefit of all stakeholders
• Respect - I value myself and others (stakeholders), the environment and diversity that surrounds me daily
• Environment - Our responsibility to the natural world and the impact we have on its condition
• Integrity - Our consistency and honesty based on making decisions, regardless of the situation or consequence
• Diversity - Believe in Difference*-Value Difference *Age, Gender, Race, Religion, disability or sexual orientation

• Stakeholder Driven - Our accountability and responsibility towards anyone that affects or is affected through our actions

Qualifications & Expertise

• Matric / Grade 12
• Fluency in written and spoken German

• Travel & Tourism qualification would be preferable
• Tourplan knowledge and execution
• Knowledge of customers needs and products
• Knowledge of company policies and procedures
• Ability to negotiate with suppliers for availability and rates

• Good Tourism industry knowledge
• Excellent South African and Regional geographic knowledge
• Strong product knowledge
• Strong logistical knowledge

COMPETENCY REQUIREMENTS: PERSONAL & TECHNICALCompetency

• Attention to detail is essential
• A mature approach when dealing with people
• Capacity for dealing with employers and workers at all levels

• Confidentiality, tact and discretion when dealing with people
• Excellent planning, organisational, and analytical skills
• Good verbal and written communication skills
• Integrity and Honesty
• Good interpersonal skills

• Good Problem-solving skills
• Negotiation and liaison ability
• Research skills

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