Senior Tour Consultant

3 weeks ago

Johannesburg, Gauteng, South Africa RMV Solution Full time
Job Description Company Overview: Our client is a South African-based tour operator specializing in adventure safari tours across Southern and East Africa. They are seeking a highly skilled and experienced Senior Tour Consultant to join their team. Job Description: The Senior Tour Consultant will be responsible for effectively managing product reservations and scheduled tour operations, ensuring client and supplier expectations are exceeded.

Key Responsibilities:

Scope

  • Managing reservations for bookings received via internal and external B2B and B2C channels.

  • Overseeing scheduled seat-in-coach tours.

  • Liaising with clients, including international agents, local tour operators, and online direct consumers.

  • Managing supplier relationships with accommodations, excursion operators, tour guides, and transport providers.

Reservations Shared Mailbox

  • Categorizing, actioning, and filing emails daily.

  • Adhering to response standards and turnaround times.

Website Live Chat

  • Acknowledging and responding to customer inquiries promptly.

  • Adhering to live chat standards and maintaining online presence during working hours.

Quoting

  • Understanding day tour and transfers pricing structures.

  • Following standard quoting procedures for different products.

  • Applying financial and operational knowledge to tour planning (routes, distances, vehicle requirements, border policies, etc.).

Reservations

  • Booking and confirming allocated tours, airport transfers, day tours, add-on nights, and charter requests.

  • Ensuring timely actioning of booking requests.

  • Monitoring tour group sizes to prevent overbookings.

  • Converting provisional bookings before the cutoff period.

  • Managing supplier allocations and maintaining reservation quality control.

Tour Financials

  • Understanding supplier negotiations, terms, and tour costing.

  • Monitoring tour profitability.

  • Processing accurate invoicing and ensuring timely supplier payments.

Cancellations & Refunds

  • Understanding and adhering to cancellation policies and travel regulations.

  • Negotiating cancellation fees and refund requests with suppliers and clients when necessary.

  • Ensuring accurate processing of cancellations and refunds.

Pre-Tour Operations

  • Reviewing tour dispatch details (vehicle equipment, food & beverage arrangements).

  • Verifying booking details, room configurations, and securing alternative accommodations when required.

  • Sending rooming lists to suppliers and confirming tour departures.

  • Capturing and booking guest travel requirements, including pre/post-accommodation, airport transfers, and optional day trips.

  • Allocating vehicles and tour guides in accordance with schedules.

  • Ensuring supplier pre-payments are processed.

  • Preparing guest and guide documentation.

  • Briefing tour guides and ensuring they have necessary funds.

During Tour Operations

  • Assisting guests with lost luggage incidents and transfer arrangements.

  • Checking in with tour guides and resolving on-tour issues.

  • Reporting issues affecting tour experiences.

  • Managing last-minute post-tour travel requests.

Service Delivery / Customer Service

  • Maintaining high service standards and effective communication with clients and suppliers.

  • Processing requests promptly and providing clients with destination-related information.

  • Upselling additional accommodations, transfers, and tours.

  • Ensuring timely and accurate documentation.

  • Handling emergency phone duties when required.

Incidents & Complaints

  • Reporting incidents promptly and following resolution procedures.

  • Compiling and logging incidents in reports as required.

Sales

  • Qualifying client inquiries and suggesting additional relevant products.

  • Following up on quotes to convert sales.

  • Understanding and implementing sales strategies.

Product Management

  • Monitoring guest and guide feedback and escalating relevant issues.

  • Updating product content as needed.

  • Understanding tour itineraries in detail.

Qualifications & Expertise:

  • Matric / Grade 12.

  • Travel & Tourism qualification preferred.

  • Excellent knowledge of Southern African regional tourism (routes, distances, attractions, transport infrastructure).

  • Experience with online booking systems essential.

  • Minimum of 3 years experience in group or series tour consulting within the tour operating industry.

  • Knowledge of Tourplan preferred.

Competencies:

  • Strong verbal, written, and telephonic communication skills.

  • Excellent interpersonal and problem-solving abilities.

  • Organizational and time management expertise.

  • Negotiation and decision-making skills.

  • Innovative, proactive, and detail-oriented.

  • Basic financial knowledge.

  • Team player with strong tourism industry insight.

  • Proficiency in Microsoft Office (Word, Excel, Teams).

Salary: The salary for this position is competitive and dependent on relevant experience. Application Process: Interested candidates who meet the above criteria are encouraged to apply with their updated CVs.

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