To generate and grow sales whilst maintaining required GP%, great relationships and high-level customer service by offering world-class itineraries to exceed 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 all Southern and East African destinations as well as day-to-day regional logistics.
- This position can be based in either Johannesburg or Cape Town.
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 familiarisation trips with agents (if and when required).
- 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.
- Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.
- Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising 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.
- Attend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process.
- Keep apprised of company policies, procedures and system updates.
- Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent ensuring relevant information is obtained from the ARM prior to quoting.
- Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per APs systems and procedures.
- 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. Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
- 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.
- Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents can by uploaded to the WW by the Operations Specialist.
- Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GPs per booking.
- Once an agent confirms a booking in writing, a deposit invoice is to be sent and booking handed over to the Operations Specialist to action - 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.
- Ensure that the deposit requirements in the WW match what the AP advises on the quote to mitigate exposure risk in each booking.
- 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 Operations Manager. Ensuring this been applied correctly.
- Confirm that all services not required have been cancelled by the Operations Specialist 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 and sent to the Operations Specialist e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.
- Review guest travel docs completed in conjunction with the operations team support and ensure details are correct prior to sending out to the agent.
Qualification
- Matric certificate with math's (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism/hospitality.
- 4-5 years experience at a senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Computer Literate (Microsoft Office, email, Internet)
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- Great product knowledge on Southern & East Africa (Tanzania & Kenya).
- Personal or educational travel experience required.
- Excellent attention to detail.
- Excellent communication skills both written and oral, in English.
- Foreign European language skills advantageous.
- Creative, organized and good communication skills.
- Ability to work under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team worker and ability to interface with various departments.
- Good follow up skills.
- Consistent approach to quality of output, service and result orientated.
- Good administrator and professional in all dealings.
- Dedicated to customer satisfaction and wanting to go the extra mile.
- Self-starter with high energy levels.
A passion for wildlife and a commitment to sustainability and conservation.
