+2 more
Clear All Filters
Verified Ad
Job Summary
Duties:Booking scheduled tours, charters and transfers
Reservations for bookings received via internal and external B2B and B2C channels
Scheduled tour operations, apply to private guided tours, seat-in-coach tours and self-drive tours
Reservations:
Ensure that emails in the allocated Inboxes are categorized, actioned and filed accurately daily
Adhere to response standards and turnaround times
Website Live Chat:
Acknowledge and respond to customers browsing the website immediately
Understand and adhere to the Live Chat standards
Quoting:
Understand accommodation, tours and transfers pricing
Preparing Charter proposals for clients
Send quote as per department template
Adhere to the standard department quoting procedures per product
In-depth understanding of operational considerations that affect tours (routes, distances, vehicles, etc)
Booking & Confirmations:
Responsible for booking and confirming allocated tours, airport transfers, day tours, add-nights and Charter requests, received from the various sales channels
Action relevant booking requests within the set turnaround time
Monitor scheduled tour group numbers per departure and request scheduled departures to be blocked when needed
Manage supplier allocations effectively
Adherent to the standard department booking and confirmation procedures per product
Invoicing & Payments:
Understand supplier negotiations and terms
Understand tour costing and selling rate calculation
Understand and monitor allocated tours’ profitability
Accurate invoicing of bookings – pre-payments, deposits and clients on account
Ensure supplier invoices are submitted to accounts to be paid on time
Adherent to the standard department invoicing and payment procedures per product
Cancellations & Refunds:
Understand cancellation policies and country travel laws
Adhere to the standard department procedures per product to avoid cancellation fees
Negotiate cancellation fees and refund requests with suppliers and clients when needed
Ensure cancellation fees and refunds are processed when applicable
Pre-Tour Operations:
Understand tour dispatch details
Share the tour departures’ forecast to relevant suppliers
Cross-check booking details per departure in advance
Cross-check guests’ room configuration requirements with number of rooms booked
Source and secure alternative accommodation when required and advise relevant clients of the changes
Send rooming list and guide details to allocated scheduled tour properties and release allocation
Book the vehicle and tour guide
Book optional tours when required
Link the Tourplan group bookings and pull the manifest for the tours that will partake and print the voucher applicable bookings from Tourplan
Prepare relevant guest and tour guide documentation
Send Welcome letters to hotels
Brief tour guides and pay relevant cash advance before tour departures and adhere to the standard guide briefing procedures
During Tour Operations:
Assist guests with lost luggage incidents
Assist guests and arrange chaser transfers when required
Check in with the tour guide intermittently during the tour
Assist tour guides with any issues encountered on tour
Report issues to agents when the tour experience is impacted negatively
Assist and book any last-minute post-tour travel requirements
Post-Tour Operations:
Tour debriefs with the guide
Finalise all tour guide expenses and commission claims and send to Finance
Review guest feedback with the guide and report any relevant issues to agents
Ensure guest questionnaires are filed after resolving issues
Service Delivery / Customer Service:
Consistently deliver on service expectations
Professional communication with clients and suppliers
Respond promptly to requests
Ensure clients are offered the best available price and product
Professionally liaise with clients to clarify travel requirements
Provide the client with additional information on the destination, attractions, activities, properties, or transfers at the time of booking or receiving an enquiry
Cross-sell pre-post accommodation transfers and tours at the time of booking or receiving an enquiry
Ensure all correspondence, documentation, files, and quotes are delivered accurately and timeously
Establish and maintain good relationships with all staff
Emergency/Manager on duty mobile phone duties when required, including after-hours
Incidents & Complaints:
Report incidents immediately according to the set procedure
Ensure the necessary action is taken to resolve any issues immediately
Ensure incidents or issues are captured on the Incidents Report
Reporting:
Monitor weekly financial reports and fix bookings accordingly
Sales:
After qualifying the enquiry, also include other possible relevant products to the client
Follow up on ad hoc quotations to convert where required
Understand the sales plan and methods
Product:
Understand all tour itineraries in detail
Monitor guest and guide feedback reports and escalate relevant issues to the Product team
Ensure Product content on all systems is up to date
Requirements:
Matric
A formal qualification
Excellent knowledge of South Africa (Tourist attractions, seasonality, routes, distances and driving times, places of interest, Geography, transport infrastructure)
Tourplan working knowledge is advantageous
Online systems working knowledge is essential
Group series experience
FIT client reservations experience
Competency
Good verbal, telephonic and written communication skills
Good interpersonal skills
Excellent problem-solving skills
Negotiation and liaison ability
Strong decision-making ability
Innovative and proactive
Must have attention to detail
Basic financial knowledge
Must be a team player
Working knowledge of Microsoft Office Software: including Word, Excel and Teams
Craven Cottage CC
Recruiter
Error!
Success!
You have successfully created your alert.
You will receive an email when a new job matching your criteria is posted.
Please check your email. It looks like you haven't verified your account yet. Here's what you're missing out on:
- Response from employers
- Being able to log in and update your profile
- Apply for more jobs
Didn't receive the link? Resend Verification Link