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German-speaking Groups Series Consultant

2 months ago

Cape Town, Western Cape, South Africa ABC Worldwide Full time
About the Role

We are seeking a highly skilled and experienced German-speaking Groups Series Consultant to join our team at ABC Worldwide. As a key member of our operations team, you will be responsible for designing, quoting for, and booking journeys to Southern Africa for travelers via overseas agents.

Key Responsibilities
  • Assess client needs in terms of special interests, special needs, and affordability/budget
  • Acknowledge receipt of written requests received from agents
  • Respond to written requests and provide written confirmations
  • Maintain accurate and up-to-date client files
  • Load PCM's for all series
  • Load reservations on Tourplan
  • Ensure confirmation of services with suppliers
  • Manage documentation of all reservations
  • Plan and layout itineraries
  • Compile guide packs for tour guides
  • Generate vouchers and rooming lists
  • Filing and organization
  • Handle client complaints on tour
  • Manage MOD phone and queries
  • Communicate with agents regarding series utilization, payment requirements, deadlines, and conditions
  • Create client-specific proposals in German
  • Understand client-specific costings for different groups
  • Liaise with tour guides while on tour
  • Regular liaison with the guide academy regarding tour guide bookings
Client Care
  • Maintain contact with tour guides throughout tour
  • Manage client complaints and emergencies
  • Maintain contact with agents
  • Obtain feedback from agents following client departure
  • Analyze and summarize feedback forms
Payments & Account Queries
  • Ensure accurate invoicing for all services
  • Manage payments and account queries
  • Follow up on short payments and outstanding payments
  • Liaise with the finance department regarding queries
  • Ensure payment conditions are strictly adhered to
  • Inform the team manager of potential problems
Tour Guide Liaison
  • Book tour guide services as required and timely
  • Ensure accurate guide briefing regarding client requirements
  • Provide regular updates on tour guide briefings as itinerary changes
  • Select the correct guide based on cultural background, age group, language requirements, and ability
Administration
  • Understand and follow divisional procedures and policies
  • Submit timely reports as requested and adhere to deadlines
  • Maintain confidentiality with company intellectual capital
  • Ensure accurate e-filing in the team
Client Relationship
  • Ensure client expectations are met and the highest delivery of service is driven through the business
  • Offer the best available price and product to clients
  • Continuously review products offered to clients
  • Build and retain relationships with clients
  • Establish and maintain good relationships with company staff
  • Ensure effective communication with clients at all times
  • Deliver accurate and timely correspondence, documentation, proposals, and presentations
  • Follow up with clients and leads
Technical Skills
  • Meet client specifications for turnaround time
  • Have knowledge of Tourplan and its execution
  • Understand customers' needs and products
  • Know company policies and procedures
  • Have knowledge and understanding of German travel law
  • Have knowledge and understanding of the German travel market
  • Provide customer care
  • Handle complaints
  • Solve problems
  • Exceed customer expectations
Financial Reporting
  • Explain variances
  • Manage margin (high and low)
  • Reconcile files
Team Work
  • Build and maintain good relationships within the team
  • Coach, motivate, develop, mentor, and manage the team
  • Manage expenses and training needs
  • Communicate and implement best practice policies and procedures
  • Build relationships and support within the company
  • Proactively get involved
  • Assist in areas of expertise
  • Be flexible to assist colleagues out of normal office hours
Supplier Relationships
  • Commit to and build relationships with the company's Destination Management preferred partners
  • Negotiate and secure the best rates
  • Understand supplier products
  • Establish the best product
  • Develop knowledge of destinations and products
  • Actively source new products and creative ideas
Learning & Development
  • Continuously develop product knowledge
  • Attend industry events, seminars, conferences, and supplier workshops
  • Keep abreast of industry trends
  • Attend exhibitions and trade shows as necessary
Values
  • Passion - Energy and enthusiasm in all we do
  • Innovation - Desire to make changes by introducing new methods, ideas, or products for the benefit of all stakeholders
  • Respect - Value myself and others (stakeholders), the environment, and diversity
  • Environment - Responsibility to the natural world and its condition
  • Integrity - Consistency and honesty in decision-making
  • Diversity - Believe in and value difference (age, gender, race, religion, disability, or sexual orientation)
  • Stakeholder Driven - Accountability and responsibility towards anyone affected by our actions
Qualifications & Expertise
  • Matric / Grade 12
  • Fluency in written and spoken German
  • Travel and Tourism qualification would be preferable
  • Tourplan knowledge and execution
  • Knowledge of customers' needs and products
  • Knowledge of company policies and procedures
  • Ability to negotiate with suppliers for availability and rates
  • Good Tourism industry knowledge
  • Excellent South African and Regional geographic knowledge
  • Strong product knowledge
  • Strong logistical knowledge
Competency Requirements: Personal & Technical
  • Attention to detail is essential
  • Mature approach when dealing with people
  • Capacity for dealing with employers and workers at all levels
  • Confidentiality, tact, and discretion when dealing with people
  • Excellent planning, organizational, and analytical skills
  • Good verbal and written communication skills
  • Integrity and honesty
  • Good interpersonal skills
  • Good problem-solving skills
  • Negotiation and liaison ability
  • Research skills