KEY OUTPUTS
Clients, Guests, and Suppliers
- Be on call for any major emergencies and immediately alert the client and Regional Touring Manager.
- Constantly re-evaluating internal processes, eliminating any re-work to ensure the smooth, effective, and efficient functioning of the team.
- Actively work at improving information flow to all key Suppliers via the MOSEnsure.
- Ensure all client and/or guest complaints are replied to immediately and follow the process of informing Guest Feedback, ensuring Regional Manager Touring is copied on all relevant correspondence.
- Assisting consultants in advising clients on all product related queries.
- Actively checking the MOS on files.
- Negotiate preferential rates with suppliers and specialized terms for group bookings.
- Implement secondary buying with the groups team to increase.
- Must be able to do on-site inspections with Clients and assist with traveling groups.
- Help prepare and support all operations of traveling files.
- Assist with compilation of gifting, filing, and welcome notes.
- Ensure all country travel restrictions are taken into account in planning and executing groups traveling.
- Assist in all administration required for adhering to travel restrictions and ensure paperwork is in place for each guest.
- Ensure administration Covid 19 protocols are in place for traveling groups.
People
- Managing a team of groups consultants when the G&I Sales Manager is on leave or traveling.
- Hands-on management and checking of all files to ensure all quality control measures are in place and that the operations of the itinerary pre-trip, during trip, and post-trip adhere to operating procedures.
- Ensure emergency duty reports are submitted each Monday, and any issues are followed up, action taken, and outcomes reported to the Regional Manager Touring.
Finance
- Ensure through strong commercial focus that all files are profitable and that margins remain in line with company guidelines, immediately bringing to the attention of the G&I Sales Manager any errors resulting in loss of margin.
- Month-end processes and procedures to be completed accurately and timeously, complying with the month-end timetable.
- Support and communicate with accounts teams to ensure debtors are collected timeously and inform Regional G&I Sales Manager, Manager Touring, and Sales Director/Sales Manager of any potential bad debt.
- Back buy opportunities are created to increase the Margins where possible.
KNOWLEDGE REQUIRED
- Extensive knowledge of Tourplan, alternatively another reservations system.
- In-depth geographical, logistical, and product knowledge of South, Southern, and East Africa.
- Previous management and/or supervisory experience.
- Extensive sales experience in the groups and incentives area of the market.
QUALIFICATIONS REQUIRED
- 4 - 5 years management or supervisory experience in the hospitality/tourism industry (inbound tour operating).
- Minimum of 7 years inbound experience at a senior level in the hospitality/tourism industry.
SKILLS REQUIRED
- Good understanding of terms and conditions, product knowledge, general knowledge, third party, and company product destinations.
- Understanding of travel industry channels.
- E-commerce (Booking platforms e.g., Takealot).
- Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor).
- Excellent computer skills including Tourplan, ESS, GIS, WETU, Maximizer, MS Office applications such as Word, Excel, Visio, PowerPoint, and Outlook.
- Other related systems such as the Availability and Web Reporting Portal.
- New business development.
- Understanding of quantitative and qualitative data analysis and being able to make decisions based on these analyses.
- Understanding and knowledge of the different markets in which the company operates.
- Relevant understanding of Business to create and formulate strategy and make commercial decisions.
- Sales process and methodologies.
- Problem-solving skills.
- Negotiation skills.
- Experiential Creativity (Crafting Experiences).
- Yielding.
- Guest/Client Delight.
- Financial analysis, modelling, and management.
PERSONAL ATTRIBUTES
- Excellent communication skills (E.g., verbal, written, reporting, and body language).
- Time management.
- Teamwork and interpersonal skills.
- Conflict management and resolution.
- Attention to detail.
- Administration and organization skills.
- Event coordination and setup requirements.
- P-drive Navigation, Paper filing, Paperless filing.
- Printing and binding of documentation.
- Speed Reading and Typing.
- Project management.
- Memory skills.
- Self-awareness.
The successful candidate should have an enquiring mind, be methodical, pay attention to detail, be creative, show perseverance and patience, ability to work under pressure, accept routine and mundane tasks, have a high energy level, be flexible, and possess the ability to overcome obstacles and persist with the task at hand while being decisive and adaptable.
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