Senior Travel Consultant

4 months ago

Camps Bay, South Africa Career Custodians Full time

Travel Consultants are responsible for all calls, reservations and quotations for all properties within the Village & Life portfolio through the Travel Support Channel platform .

 

Product Knowledge

  • Property Knowledge of all Village & Life trade products
  • Policies and Procedures
  • Sub Brands
    • Details/terms of sub-brands within the Village & Life portfolio
  • Superior product knowledge is vital
  • Product knowledge is a responsibility not a function

 

Customer Relations

  • Maintain a high standard of customer service and excellent communication skills
  • Adopting a “can do” attitude with regards to customer enquiries
  • Assist in investigating and resolving customer complaints

 

Sales

  • Promote and Sell the Village & Life products and services using up-selling and suggestive selling techniques.
  • Maintain a high level of product and service knowledge about all Village & Life properties/products.
  • Quotations done accurately and with precision
  • Confirmation and pro forma invoices processed and issued on time according to procedures and payment schedules
  • Follow up and handover of all details of groups to property management and events to the relevant operations manager
  • Seek to always maximise revenue sales and occupancies

 

Reservations

  • Accurately record and process reservations made by phone/fax/email in the Property management system (Opera)
  • Transfers to/from the properties booked and accurately confirmed for the right time and date with Transfer Company and with the guest/agent/operator – details to appear on correspondence and in PMS.
  • Meal reservations booked and confirmed in advance with the travel desk / restaurant and with the guest/agent/operator – details to appear on correspondence and PMS accurately.
  • All correspondence – fax or e-mail to be acknowledged and answered within 24 hours
  • Liaison with clients and VNL villages- maintain professional and cordial relations
  • Process amendments to reservations such as extensions, early departures, etc
  • Manage “no show” reservations by investigation and recording of same, reverting to the reservations manager with investigation results
  • Record special billing arrangements for reservations in all business segments
  • All reservation details: special requests, arrival times, value adds etc to appear on correspondence accurately and in PMS - properties to be aware of guests special requests to meet and exceed guests expectations
  • Liaise with Reservations/ Finance & Sales Manager for all reservations requiring credit approval
  • Maintain knowledge of special rates/ offers/ promotions
  • Immediate communication, to front office, of amendments to on the day arrivals.
  • Follow-up on all provisional bookings. Ensure that the bookings are confirmed with deposits / full prepayments / voucher numbers where applicable, 7 days prior to arrival.
  • Follow-up on any special requests, tourism service bookings and arrival times.
  • Follow up on all peak bookings within the Village and Life property portfolio, ensuring that the bookings are confirmed and updated by the end of September each year.
  • Communication of any special / VIP bookings to Reservations Manager and Front Office.
  • Guest complaints and follow up – communicated to the Reservations Manager
  • Accept waitlist reservations, record and follow up on PMS
  • Forward pre-arrival mailers to guests 7 days prior to arrival.
  • Record and manage traces timely and accurately
  • Complete monthly OTA reconciliations and submit to reservations manager
  • Take ownership of assigned custodian property and other when assigned to do so in the absence of a team member
  • Ensure daily check-list is completed and submitted to reservations manager
  • Assist Reservations manager with OTA recons and reporting

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