Members Club Administrator

2 days ago

Sandton, South Africa Wilderness Full time

**PRIMARY PURPOSE**
- This position can be based in either Johannesburg or Cape Town.

**Detailed Responsibilities**

**Members Club Administration**
- Respond to initial enquiries on the Wilderness Members Club.
- Process Memberships, liaising with CITW and RARA.
- Maintain and update all Member information in the Wilderness Window.
- Send out and follow-up on Membership renewals on a monthly basis.
- Maintain and update Members Club databases on TouchbasePro.

***
**Develop Stakeholder Relationships**
- Liaise with travel designers on all bookings to ensure high-end service delivery.
- Constant communication with suppliers and internal sales support teams is vital.

**General**
- Keep all guest information updated in the CRM system.
- Add all special requests from the Member into the ARM e.g., honeymoon, birders, dietaries, ages etc.
- Ensure all Member requests are relayed to the Reservations Manager, Travel Designer or Operations Specialist as required. Immediately highlight any issues with the Reservations Manager to action.
- Keep updated with all Wilderness and AP product updates, as well as technology updates.
- Attend all Wilderness and AP training on a weekly basis; this knowledge facilitates exceeding expectations and accuracy in all dealing with the Members.
- Keep abreast with company policies, procedures and system updates.
- Once members have signed up to the program load new information & profile into the Wilderness Window.
- Issue Membership Certificate from Wilderness and CITW Certificate and Thank You letter.
- New Members need to be loaded by RARA to obtain their unique Debtor code. Once received from finance the need to be linked to their member profile in the window in order for their rates to pull through for their quotes and bookings.
- Highlight all VIP guests to the Reservations Manager to ensure all special value adds available can be added to the booking.
- For special needs/high risk guests, follow the customer care protocol and ensure all parties are informed of their requirements during their planned journey.
- Arrange welcome letters for guests and send to suppliers.
- Accuracy when compiling document packs when required for distribution.
- Present doc packs to the travel designer for final review.
- Once doc pack is approved, prepare packaging, labelling and delivery (where necessary, preferably added to a Meet & Greet service).

**Once guests are travelling**- Refer complaints that could negatively affect long-term relationships, or that can result in legal action being taken against Wilderness to the relevant Managers or to help find appropriate solution.- Highlight complaints that can be resolved on the ground whilst guests are in country, using both feedback from the Travel Analysts, suppliers or camps.- Feedback to all properties where guests are due to travel to mitigate complaints down the line.- Qualify guests' expectations when complaints are made and if they are requiring refunds or FOC services and communicate options to Reservations Manager to action.

**CANDIDATE PROFILE**

**Qualification**:

- Matric certificate - with math's (minimum standard grade or above).
- Tertiary certificate in Travel & Tourism/hospitality.

**Experience**:

- 4 - 7 years’ experience on a Senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Proven English literacy.
- Working knowledge of Tourplan & WISH, Wilderness Window or similar booking/operating system. General product knowledge on Southern & East Africa.
- Personal or educational travel experience advantageous.
- Excellent attention to detail.

**Skills**:

- Excellent communication skills both written and oral, in English.
- Foreign language skills advantageous.

**Personal Abilities**:

- Team worker, service and result oriented.
- Precise, organised and good communication skills.
- Ability to work under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team worker and ability to interface with various departments.
- Good follow up skills.
- Consistent approach to quality and output.
- Good administrator and professional in all dealings.
- Dedicated to customer satisfaction and wanting to “go the extra mile”.
- Self-starter with high energy levels.

**Interests**:
A passion for wildlife and a commitment to sustainability and conservation.

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