Senior Tour Consultant - Johannesburg
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 client''s 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.
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.
Facebook
WhatsappRelated Jobs
Senior Tour Operator - Johannesburg
...
Tour Consultants Johannesburg - Northwold
FreeRecruit
...
Tour Consultants Johannesburg - Johannesburg
...
Youth Tour Consultant - Bryanston - Johannesburg
...
Travel Specialist Gauteng - Gauteng
Professional Career Services - Gauteng
...