Senior Tour Consultant

3 weeks ago

Johannesburg, South Africa RMV Solution Full time

Our client has dedicated itself to simplifying your African adventure.

JOB PURPOSE

To proficiently oversee product reservations and scheduled tour operations to surpass client and supplier expectations.

SCOPE

  • The product includes client-scheduled tours and transfers.
  • Reservations encompass 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

  • Promptly engage and respond to customers browsing the client''s website.
  • Comply with Live Chat standards during working hours.

QUOTING

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

RESERVATIONS

  • Confirm and book allocated tours, transfers, day tours, and charters from various sales channels.
  • Process booking requests within set timeframes.
  • Monitor tour group numbers to prevent double bookings.
  • Convert provisional bookings by the deadline.
  • Manage supplier allocations.
  • Adhere to department reservations and confirmation procedures.

TOUR FINANCIALS

  • Manage supplier negotiations and terms.
  • Calculate tour costing and selling rates.
  • Monitor allocated 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 department procedures to avoid cancellation fees.
  • Negotiate cancellation fees and refunds with suppliers and clients when necessary.
  • Process cancellations and refunds appropriately.

PRE-TOUR OPERATIONS

  • Arrange tour dispatch details and room configurations.
  • Coordinate bookings and ensure accurate rooming lists.
  • Communicate with suppliers and guests regarding 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.
  • Arrange transfers and address issues during the tour.
  • 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 additional services and ensure accurate documentation storage.
  • Fulfill emergency duties as required.

INCIDENTS & COMPLAINTS

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

SALES

  • Provide comprehensive 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.
  • Profound 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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