Primary Purpose
To generate and grow sales whilst maintaining required GP%, great agent relationships 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.
Detailed Responsibilities
1. Develop relationships with Agents
- Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
- Communicate continuously with agents and delivering service excellence at all times to agents.
- Build relationships with agents based on trust and support, knowing their business trends and guests needs.
2. General
- Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology updates.
- Attend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process
- Keep apprised of company policies, procedures and system updates
3.Quoting bookings – Design, develop and plan guests’ journeys
- Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent.
- Understand the agents/guests needs in each quote, if email doesn’t 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.
- Follow up on all outstanding quotes with the agents, consistently understanding the yield implication of provisional space held.
- Measure sales and GP% per agent and identifying variations and maintaining good GP’s per booking
4.Confirmed Bookings in accordance with company procedures
- Once an agent confirms their booking in writing, advise the operations specialist to confirm all services required and to cancel those services not needed.
- Ensure to flag all VIP guests to the relevant managers & sales team.
- For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
- Review guest travel docs completed by the operations team support and ensure details are correct before sending out to the agent.
Candidate profile
Qualification:
- Matric certificate – with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism/hospitality.
Experience:
- 2-3 years’ experience at an Intermediate level in travel designing.
- Personal or educational regional and international travel experience advantageous.
- Excellent attention to detail.
Skills:
- Excellent communication skills both written and oral, in English.
- Foreign language skills advantageous
Personal Abilities: Creative, organised and good communication skills. Ability to work under pressure without compromising accuracy. Ability to pace oneself and prioritise demands. Team worker and ability to interface with various departments. Good follow up skills. Consistent approach to quality of output, service and result orientated. Excellent administrator and professional in all dealings. Dedicated to customer satisfaction and desire to “go the extra mile”. Self-starter with high energy levels.
Interests:A passion for wildlife and a commitment to sustainability and conservation and can relate personally to “Our journeys change lives”