Primary Purpose To fill a full operations role in the booking process, firstly as a support to the travel designers but being the first line in relationships with suppliers and administration of the entire backend of each booking made by the journey designers. To secure the booking with all services providers including travel designers accurately, efficiently, timeously and with zero errors.
Liaise with travel designers on all bookings in an operational capacity
Communicate continuous with suppliers and internal sales support teams which includes trust and excellent support
Keep agents details updated
Streamline operational negotiations by also reducing deadbeds, waitlist chasing and maximising camp operations role to create those life changing journeys for guests
Contact all AP suppliers for availability for each booking that doesn’t have live availability.
Advise RARA if rates, accommodation, transit points and activities are not loaded or correctly linked .
Cross check costings confirmed by suppliers to check quotes. If discrepancy found cross check with RARA and if need be contact supplier for clarification of price
Keep updated with all Company product updates, as well as technology updates
Attend all training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process
Keep abreast with company policies, procedures and system updates
Build the quote accurately and timeously for the travel designers to communicate to all agents.
Receive provisional booking from Travel Designer including special requests e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.
Ensure all service lines are loaded correctly
Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements as mentioned above.
On receipt of confirmation and invoice – check for any discrepancies between the voucher in TP and the supplier's invoice.
Confirm or cancel own product in the applicable system and finalise booking status.
Update and review all information match the supplier documents (only Tour plan and WISH where necessary)
Stipulate applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
Add all special requests from the agent into WW e.g. honeymoon, birders, dietaries, ages etc.
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.
Work with the Yield team on maximizing out bednights and margin per booking.
Ensure that the deposit requirements in the WW match what the AP advises on the quote to mitigate exposure risk in each booking
Ensure all AP invoices are given to debtors timeously for deposit payment due dates to be met
Review deposit report on receipt of payment from agents in order to reconfirm all supplier services
Advise the travel designer when the applicable deposit invoice for the agent with the confirmed booking is complete.
Follow up with the agent for payments – this role will be one operations specialist earmarked per team.
For credit card payments, ensure that the links from the finance team are correct and set to the travel Designer and all information if given to finance to finalize the payment.
Ensure to flag all VIP guests to the Res Operations Manager
For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey
Ensure that the booking is recalculated and that the VAT is correct when doing the final invoice
Follow up with Balance of payment from the agents and ensure AP suppliers have been paid and all services are 100% reconfirmed.
Ensure Full balance of payment invoicing is done once services have been double checked
Reconfirm all services 90 days prior to travel date or on receipt of payment – including voucher numbers and all details pertaining to agent/guest and booking.
Ensure that cancelled space has indeed been cancelled
Maintain booking file (mostly electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents are uploaded in the WW.
Identify and obtain all relevant information for passing a credit note as required and authorise with Res Operations Manager. Ensure credit note has been applied correctly in the booking
Check details to outstanding voucher in TP and authorise for payment.
Where required, produce accurate document packs including itinerary material like labels, checklists etc.
Arrange welcome letters for guests and send to suppliers
Accuracy when compiling the weekend arrivals document and doc pack required for distribution
Complete electronic version of the travel itinerary confirmed with times, flight details and contact details of properties and guides
Pre-tour information - verify and edit info where necessary to accommodate the itinerary
Arrange gifts (where required)
Present doc packs to the travel designer for final review
Once doc pack is approved, prepare packaging, labelling and delivery (where necessary, preferably added to a Meet & Greet service)
Once guests are travelling
Handle guest complaints efficiently and expediently during travel
Refer complaints that could negatively affect long-term relationships, or that can result in legal action being taken against The Company to the Res Operations Manager to help find appropriate solution
Flag complaints that can be resolved on the ground whilst guests are in country, using both feedback from Customer Care, concierge or agent feedback.
Feedback to all properties where guests are due to travel to mitigate complaints down the line.
Find out guests' expectations when complaints are made and if they are requiring refunds or FOC services and communicate options to agents
Fill and archiving travelled booking files 3 months after date of travel
Working knowledge of Tour Plan and WISH or similar booking/operating system.
General product knowledge on Southern Africa. Personal or educational travel experience.
Excellent attention to detail
Senior: 4-5 years’ experience in the travel & tourism industry at an Intermediate / Senior level. Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
Intermediate: 2-3 years’ experience in the travel & tourism industry at a Junior/Intermediate level. Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
Skills: Excellent communication skills both written and oral, methodical way of working.
Team worker, service and result oriented. Precise, organized and good communication skills.
Ability to work under pressure without compromising accuracy. Ability to pace oneself and prioritize demands.
Team worker and ability to interface with various departments. Good follow up skills.
Consistent approach to quality of output.
Good administrator and professional in all dealings.
Dedicated to customer satisfaction and wanting to “go the extra mile”.