Our client has dedicated itself to simplifying your African adventure.

JOB PURPOSE

To proficiently oversee product reservations and scheduled tour operations to surpass client and supplier expectations.

SCOPE

• The product includes client-scheduled tours and transfers.
  
• Reservations encompass bookings from internal and external B2B and B2C channels.
  
• Tour operations focus on seat-in-coach tours.
  
• Clients: Various divisions including international agents, local tour operators, and online direct consumers.
  
• Suppliers: Accommodations, excursion operators, tour guides, and transport providers.

KEY RESPONSIBILITIES

RESERVATIONS SHARED MAILBOX

• Manage emails in designated inboxes daily, accurately categorizing, acting, and filing.
  
• Adhere to response standards and timelines.

WEBSITE LIVE CHAT

• Promptly engage and respond to customers browsing the clients website.
  
• Comply with Live Chat standards during working hours.

QUOTING

• Understand pricing for day tours and transfers.
  
• Follow department quoting procedures.
  
• Demonstrate comprehensive knowledge of financial and operational factors impacting tours.

RESERVATIONS

• 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.

TOUR FINANCIALS

• 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.

CANCELLATIONS & REFUNDS

• 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.

PRE-TOUR OPERATIONS

• 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 last-minute guest additions promptly.

DURING TOUR OPERATIONS

• Assist with lost luggage incidents.
  
• Arrange transfers and address issues during the tour.
  
• Support tour guides and report any negative impacts to agents.
  
• Handle post-tour 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.

INCIDENTS & COMPLAINTS

• Report incidents promptly and follow set procedures.
  
• Resolve issues immediately and document the Incidents Report.

SALES

• Provide comprehensive product information and follow up on quotations.
  
• Understand sales strategies and goals.

PRODUCT

• Monitor feedback and update product content.
  
• Familiarize yourself with all tour itineraries.

Requirements

QUALIFICATIONS & SKILLS

• 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.

COMPETENCIES

• Strong communication, problem-solving, and organizational skills.
  
• Effective negotiation and decision-making 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 real-deal individuals. If youre brimming with enthusiasm, talent, and grit, keep those peepers glued here!

Things close to their hearts: Positivity, Out-of-the-box 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.