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Job Summary
Duties:Client Consultation: Conduct in-depth consultations with high-end clients to understand their travel preferences, interests, and specific requirements.
Customized Itinerary Design: Create highly personalized travel itineraries, including luxury accommodations, private transportation, exclusive experiences and dining reservations, tailored to each client’s needs.
Supplier Relationships: Develop and maintain strong relationships with suppliers to secure exclusive deals and experiences for clients.
Destination Knowledge: Excellent South Africa and Regional knowledge required.
Logistics Management: Ensure seamless logistics for each trip, including managing flight details, transfers and other travel arrangements.
Client Communication: Excellent Communication skills within depth detail.
Problem Solving: Handle unexpected issues or changes to travel plans with professionalism and efficiency, ensuring minimal disruption to the client’s experience.
Documentation: Prepare detailed travel itineraries, travel documents and other relevant information for clients.
Quoting & Reservations:
Acknowledge receipt of written requests received from agents and ensure quick turn-around times
Respond to written requests and provide written confirmations.
Opening of client files according to company standards.
Loading reservations on Tourplan.
Ensure confirmation of services with suppliers.
Stay in constant communication with agents with regards to status of reservations, payment requirements, deadlines and conditions of reservations.
Arrange Meet and Greets as required.
Handling and escalating client complaints.
Manage MOD phone and queries as required.
Payments & Account Queries:
Ensure that clients invoiced for all services and invoices provided to clients timeously.
Manage payments and Account queries
Follow up on payments
Liaise with Finance department with regards to queries
Ensure payment conditions are strictly adhered to
Keep Manager informed of possible problems
Arrange pre-payments
Financial Reporting:
Explanation of variances
Margin Management (high & low)
Reconciling of files
Administration:
Full 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
Ensure that all documentation has been filed and that files are updated
Client Relationships:
Ensure client expectations are met and the highest delivery of service is driven through the business.
Build and retain relationships with clients
Ensure effective communication with clients at all times.
Ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously
Supplier Relationships:
Commitment to and building relationships with preferred partners.
Establishing best product.
Personal development on destinations and products.
Actively source new products and creative ideas
Team Work:
Build and maintain good relationships within the team.
Pro-actively get involved.
Assist in areas of expertise.
Flexibility to assist colleagues out of normal office hours, when and if required
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 all internal training interventions
Requirements:
Matric / Grade 12
Minimum 5 years Inbound Tourism industry experience in a senior role dealing with the high-end, luxury markets
Experience in tailor-made FIT itineraries
Travel & Tourism qualification would be preferable
Tourplan knowledge and execution would be preferable
Excellent South African and Regional geographic knowledge
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
Excellent verbal and written communication skills
English competency (speaking, reading & writing)
Integrity and Honesty
Excellent Problem-solving skills
Craven Cottage CC
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