We are seeking a highly skilled and experienced Senior Specialist Operations to join our team. The ideal candidate will have at least 5 years of experience in group operations at a Destination Management Company (DMC). This role involves managing all aspects of tour operations, ensuring high service levels, and maintaining strong relationships with suppliers and clients.
Key Responsibilities: - Understanding and operating company quoting systems and other travel-related programs.
- Have good product knowledge and sound geographical knowledge of Southern and East Africa.
- Time management: ability to prioritize, plan and meet deadlines.
- Effective communication - internally as well as externally.
- Be professional and offer high service levels at all times.
- Ability to handle pressure and volume - multitasking.
- Emergency phone duty.
- Obtain and where possible negotiate rates.
- Ensure these rates are sent to be loaded in the operating system.
- Use preferred suppliers.
- Ensure get to visit the preferred suppliers and get to know the products.
- Put in place and manage provisional bookings.
- Run all aspects of tours within budget.
- Make sure provisional bookings (hotels, guides, coaches, activities, etc.) are in place and that the suppliers booked fit in the quote.
- Try reasonably to increase margin without cutting quality and standard.
- Brief guides and make sure they fit the quality of the tour.
- Produce guide manuals and ensure a smooth operation of the tour.
- Ensure agent's information and tour information correspond.
- Assist with the handling of complaints by gathering feedback from suppliers, guides, etc.
- Be on constant lookout for new venues and activities - advise team & rest of office.
- Take responsibility for all aspects of tours being run.
- Doing necessary admin in order for the Accounts department to do their part on your tours.
- Meet given targets.
- Proofreading marketing materials sent by the agent for promotion of the tour.
- Double-check guides booked for the tour.
- Any other reasonable work-related assignments being given to you by your direct, or another manager.
- Assist with management and training of junior consultants.
Qualifications and Skills: - Strong product knowledge and geographical knowledge of Southern and East Africa.
- Excellent time management and organizational skills.
- Effective communication skills, both internally and externally.
- Professional demeanor with high service levels.
- Ability to handle pressure and multitask.
- Strong negotiation skills.
- Familiarity with travel-related programs and quoting systems.
- Ability to manage provisional bookings and run tours within budget.
- Strong problem-solving skills and attention to detail.
- Ability to train and manage junior consultants.
Experience: - Minimum of 5 years of experience in group operations at a DMC.
