Senior Tour Consultant

1 week ago

Johannesburg, Gauteng, South Africa RMV Solution Full time

Our client has dedicated itself to simplifying your African adventure.

JOB PURPOSE

To efficiently manage product reservations and scheduled tour operations to exceed client and supplier expectations.

SCOPE

  • The product includes client-scheduled tours and transfers.
  • Reservations cover bookings from internal and external B2B and B2C channels.
  • Tour operations focus on seat-in-coach tours.
  • Clients: Various divisions including international agents, local tour operators, and online direct consumers.
  • Suppliers: Accommodations, excursion operators, tour guides, and transport providers.

KEY RESPONSIBILITIES

RESERVATIONS SHARED MAILBOX

  • Manage emails in designated inboxes daily, accurately categorizing, acting, and filing.
  • Adhere to response standards and timelines.

WEBSITE LIVE CHAT

  • Engage promptly and respond to customers exploring the client's website.
  • Follow Live Chat standards during working hours.

QUOTING

  • Understand pricing for day tours and transfers.
  • Follow department quoting procedures.
  • Show comprehensive knowledge of financial and operational factors influencing tours.

RESERVATIONS

  • Confirm and book assigned tours, transfers, day tours, and charters from various sales channels.
  • Process booking requests within established timeframes.
  • Monitor tour group numbers to avoid double bookings.
  • Convert provisional bookings by the deadline.
  • Manage supplier allocations.
  • Follow departmental reservations and confirmation procedures.

TOUR FINANCIALS

  • Handle supplier negotiations and terms.
  • Calculate tour costing and selling rates.
  • Monitor tours' profitability.
  • Invoice bookings accurately and ensure timely payments to suppliers.
  • Follow department invoicing and payment procedures.

CANCELLATIONS & REFUNDS

  • Understand cancellation policies and travel laws.
  • Execute procedures to prevent cancellation fees.
  • Negotiate cancellation fees and refunds with suppliers and clients when needed.
  • Process cancellations and refunds appropriately.

PRE-TOUR OPERATIONS

  • Organize tour dispatch details and room configurations.
  • Coordinate bookings and ensure accurate rooming lists.
  • Communicate with suppliers and guests about tour requirements.
  • Allocate vehicles and tour guides per schedule.
  • Prepare documentation and brief tour guides.
  • Address last-minute guest additions promptly.

DURING TOUR OPERATIONS

  • Assist with lost luggage incidents.
  • Coordinate transfers and address tour issues.
  • Support tour guides and report any negative impacts to agents.
  • Handle post-tour travel requirements.

SERVICE DELIVERY / CUSTOMER SERVICE

  • Maintain service standards and communicate effectively with clients and suppliers.
  • Respond promptly to requests and provide destination information.
  • Offer extra services and ensure accurate documentation storage.
  • Fulfill emergency duties as needed.

INCIDENTS & COMPLAINTS

  • Report incidents promptly and follow established procedures.
  • Resolve issues immediately and document the Incidents Report.

SALES

  • Provide detailed product information and follow up on quotations.
  • Understand sales strategies and goals.

PRODUCT

  • Monitor feedback and update product content.
  • Familiarize yourself with all tour itineraries.

QUALIFICATIONS & SKILLS

  • High school diploma or equivalent.
  • Preferably a Travel & Tourism qualification.
  • Proficient knowledge of Regional countries and Southern Africa.
  • Proficiency in online systems.
  • 3 years of experience in Group Series Tour consulting.
  • Familiarity with Tourplan is advantageous.

COMPETENCIES

  • Strong communication, problem-solving, and organizational skills.
  • Effective negotiation and decision-making abilities.
  • Attention to detail and knowledge of financial principles.
  • Team player with logistical and tourism industry knowledge.
  • Proficient in Microsoft Office Software.
  • Innovative, proactive, and adept at time management.

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