Sales & Reservations Manager - Tour Operator
5 months ago
The primary purpose of the Sales & Reservations Manager is two-fold; first to increase the profitability of the reservations department, by ensuring the team of sales consultants are provided with support, advice and guidance, promoting high-quality and efficient service levels for our clients and agents; secondly, to assist the GM in managing our in-house CRM system.
**MUST HAVE safari-travel-consultant experience, managing enquiries in tour-operations specifically**
**GENERAL JOB DESCRIPTION**:
**DUTIES INCLUDE**:
- First responses on all new enquiries and once response received, distribute to consultants
- Checking that all enquiries are replied to within 24 hours, and that the enquiries are answered in line with Jenman Safaris’ standards
- Producing weekly and monthly statistics for the business
- Regular reporting with feedback and analysis on trends
- Providing guidance on any difficulties that the consultants may have, from putting together an itinerary to managing difficult clients or agents; continual communication and problem-solving is key
- Ensuring that correct sales and office procedures are followed, i.e., quick responses, phoning clients when needed, overseeing invoices, vouchers, etc.
- Sending “tests” to other departments for tracking
- Managing and approving leave times and flexi-time roster (when required) for accounts/payroll purposes
- Maintain team workloads & distribute accordingly
- Check quotes (periodically or high value) with consultants
- Re-allocate quotes as needed, and take on some ad hoc quotes as needed
- Assist with Complaint handling (be it investigating or replying to client/agent)
- Manage in-house CRM system for maximum long-term company benefit
- Providing staff training as needed
- Performance reviews with staff
- Dealing with any disciplinary reviews whenever necessary
- Attending regular meetings with senior management to review sales stats and targets, as well as to discuss any issues or concerns, and to brainstorm forward planning and actions for improvements
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