The primary purpose of the Sales & Reservations Manager is two-fold; first to increase the profitability of the reservations department, by ensuring the team of sales consultants are provided with support, advice and guidance, promoting high-quality and efficient service levels for our clients and agents; secondly, to assist the GM in managing our in-house CRM system.
GENERAL JOB DESCRIPTION:
- Monitoring first responses on all enquiries and distributing to consultants
- Managing quotes & emails to agents; Liaising with accounts staff regarding payments/invoices
- Providing team of FIT consultants with sales direction and support
- Advising team on arranging itineraries & dealing with potential problems
- Ensuring the information is correct, monitoring follow-ups, replies, etc.
- Answering enquiries if/when needed
- Supervise and provide systems training schedules for staff as needed
- Producing weekly and monthly statistics on sales and enquiries
- Providing statistical analysis and strategic value to management team
- Database CRM management (HubSpot/Zoho/Tourplan).
DUTIES INCLUDE:
- First responses on all new enquiries and once response received, distribute to consultants
- Checking that all enquiries are replied to within 24 hours, and that the enquiries are answered in line with company standards
- Producing weekly and monthly statistics for the business
- Regular reporting with feedback and analysis on trends
- Providing guidance on any difficulties that the consultants may have, from putting together an itinerary to managing difficult clients or agents; continual communication and problem-solving is key
- Ensuring that correct sales and office procedures are followed, i.e., quick responses, phoning clients when needed, overseeing invoices, vouchers, etc.
- Sending “tests” to other departments for tracking
- Managing and approving leave times and flexi-time roster (when required) for accounts/payroll purposes
- Maintain team workloads & distribute accordingly
- Check quotes (periodically or high value) with consultants
- Re-allocate quotes as needed, and take on some ad hoc quotes as needed
- Assist with Complaint handling (be it investigating or replying to client/agent)
- Manage in-house CRM system for maximum long-term company benefit
- Providing staff training as needed
- Performance reviews with staff
- Dealing with any disciplinary reviews whenever necessary
- Attending regular meetings with senior management to review sales stats and targets, as well as to discuss any issues or concerns, and to brainstorm forward planning and actions for improvements
