PRIMARY PURPOSE
To generate and grow sales whilst maintaining required GP%, great agent relationships in the European, Middle East and United Kingdom division and high-level customer service by offering world-class itineraries to exceed agent & guests' expectations.
To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of all Southern and East African destinations as well as day-to-day regional logistics.
This position is based in Johannesburg .
Detailed Responsibilities
- Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
- Continuous communication and excellent service delivery to agents at all times.
- Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarisation trips with agents (if and when required).
- Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.). Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
- Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.
- Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life-changing journeys for guests.
- Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent ensuring relevant information is obtained from the ARM prior to quoting.
- Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
- For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
- Work with the Yield team on maximizing out bed nights and margin per booking.
- Understand the agents/guests needs in each booking, if email does not help clarify then call the agent. Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
CANDIDATE PROFILE
Qualification:
- Matric certificate – with maths (minimum standard grade or above).
- Tertiary certificate in Travel & Tourism/hospitality.
Experience:
- 4-5 years’ experience at a senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Computer Literate (Microsoft Office, email, Internet).
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- Great product knowledge on Southern & East Africa (Tanzania & Kenya).
- Personal or educational travel experience required.
Skills:
- Excellent communication skills both written and oral, in English.
- Excellent attention to detail.
- Foreign European language skills advantageous.
Interests:
A passion for wildlife and a commitment to sustainability and conservation.
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