Thompsons Africa is a Destination Management Company supplying meet and greets, transfers, fully escorted and group series tours, seat-in-vehicle tours, open-vehicle safaris and FIT services in South and Southern Africa. Established more than 36 years, we provide memorable and life changing African holiday experiences thereby ensuring our customer's success in selling Africa.
At Thompsons Africa, we are passionate about holidays and service. Throughout our years of history, our staff's dedication and commitment have helped us become a market leader in the tourism industry. We require our staff to be creative and adaptable. In return, you'll get to work in a culture that is fun and dynamic. We are always on the lookout for talented people who have a passion for Tourism. If you would like to be considered joining the Thompsons Africa family, we would love to hear from you!
The position will be based in Westville, Durban.
As Groups Operations, you will have the opportunity to take charge of operations of ad hoc and series groups, ensuring that every guests's experience is nothing short of exceptional! Your mission will be to manage operations proactively while building lasting relationships with customers that surpass their expectations.
The key performance areas and responsibilities include but are not limited to:
1. Operations and on-the-ground management of ad hoc and series travel groups:
- Control the operation and effectively manage groups on the ground.
- Accurate and timeous loading of bookings into the reservations system.
- Prepare the costing and check the pricing against the proposal.
- Conduct availability checks.
- Provisional booking of services and managing their release dates.
- Source and secure alternatives if any availability challenges arise.
- Book all accommodation and services (coach, guide, meet and greet, etc.) and reconfirm all services.
- Utilise opportunities to earn an additional income: secondary buying, commissions, optional tours.
- Compile documentation for guides and tour leaders, as well as documents on the operation of the group such as rooming lists, invoices, etc.
- Ensure the smooth running of the overall itinerary based on individual components.
- High level and frequent communication on every group with the Guide and Tour Leader.
- Ensure that all loops are closed and that every party is always appraised of their duties to ensure the successful operations of our groups.
- Management of groups on the ground. Resolving any incidents or challenges immediately and in a way that satisfies the immediate guest and the customer from a service delivery point of view as well as Thompsons Africa as the DMC in terms of profitability of the group.
- Ensure all supporting documentation required is submitted for weekly guide payments.
3. Account management and customer relationships
- Take responsibility and proactively manage your account(s).
- Maintain excellent relationships and ensure that customer expectation is met, and the highest delivery of service is provided.
- Always respond courteously, timeously, and with quality information.
- Resolve queries/complaints swiftly and professionally.
- Communicate any challenges experienced with customers to your Department Manager for them to be addressed.
- Communicate regularly with Sales Managers to ensure an all-around good understanding of customer requirements.
- Constantly review quality levels of the tours to ensure these exceed customer requirements, by regular communication with guides and listening to their feedback and where necessary, ensure that itineraries are changed; and by regular review of feedback from passengers and ensuring we correct problems.
- Resolve account queries within set deadlines by the Accounts Department.
4. Supplier relationships
- Cultivate respectful, confident, and effective communications with our supplier, ensuring a collaborative atmosphere
- Gain insights and understanding of our suppliers' offerings to enhance our service.
Requirements
Qualification
- Grade 12 (essential)
- Related tertiary qualification in Travel and Tourism (highly preferred)
Core Competencies
- Well experienced in operating ad hoc and series travel groups
- Experienced and knowledgeable working within Reservations systems
- Solid product, destination, and logistical knowledge of South and Southern Africa.
- High volume/quality communication/consulting with the customer is required
- Strong relationships with customers, suppliers, and guides
- Services and customer experience focussed, always understanding and considering the customers' expectations and requirements.
- Can manage high volumes whilst maintaining a high level of detail and accuracy
- Maintains quick turnaround times on customer updates, complaints, and queries.
- Proactive
- Ability to be creative
- Organised with strong time management skills
- Listening and writing skills
- Strong team player that also can work independently
- Exceptional at trouble-solving and solutions-driven.
