Intermediate Operations Specialist

5 months ago

Sandton, South Africa Wilderness Full time

**PRIMARY PURPOSE**

To generate and grow sales whilst maintaining required GP%, great relationships and high-level customer service by offering world-class itineraries to exceed guests' expectations.

To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of all Southern and East African destinations as well as day-to-day regional logistics.
- This position can be based in either **Johannesburg or Cape Town**.

**Detailed Responsibilities**:
***
**Develop relationships with Agents**:

- Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
- Continuous communication and excellent service delivery to agents at all times.
- Build relationships with agents based on trust and support, knowing their business trends and guests needs.

**General**:

- Keep Agents’ booking information updated in the ARM (likes/dislikes - booking habits etc.)
- Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.
- Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.

**Quoting bookings - Design, develop and plan guests’ journeys**:

- Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent ensuring relevant information is obtained from the ARM prior to quoting.
- Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
- Understand the agents/guests needs in each booking. Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
- Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held.
- Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP’s per booking.

**Confirmed Bookings in accordance with company procedures**:

- Create the automated deposit invoice including all services that are confirmed and need to be delivered in accordance to the agents agreed T&Cs, ensure bookings are not exposed on the TFS reports.
- Ensure that the deposit requirements in the WW match what the AP advises on the quote to mitigate exposure risk in each booking.
- Process any additional changes/updates after confirmation to the itinerary.
- All required travel information to be obtained from the Agent and sent to the Operations Specialist e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.
- Review guest travel docs completed in conjunction with the operations team support and ensure details are correct prior to sending out to the agent.

**CANDIDATE PROFILE**

**Qualification**:

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

**Experience**:

- 2-4 years’ experience in the travel & tourism industry at an intermediate level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.

**Skills**:

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

**Personal Abilities**:

- Creative, organized 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.
- Consistent approach to quality of output, service and result orientated.
- Must have a valid passport
- Must be willing to work flexible hours according to business requirement

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

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