Sales and Services Director

4 days ago

Pretoria, Gauteng, South Africa Grand Hotel Des Bains Kempinski Full time

We are seeking a highly skilled Sales and Services Officer to join our team at Grand Hotel Des Bains Kempinski in Johannesburg, South Africa.

The successful candidate will be responsible for executing commercial strategies to surpass revenue targets and key performance indicators. They will also actively support the port management team to drive service excellence and delivery on cargo services strategy.

Key Responsibilities:

  • Revenue Generation:
    1. Implement the Cargo Business Plan to meet local strategies and KPIs.
    2. Assist the Cargo Manager and coordinate with Cargo Sales Officers to achieve revenue targets and generate additional income by engaging with customers.
    3. Support capacity management to maximize flight revenue.
  • Customer Services:
    1. Collaborate with Outdoor Sales to offer customer-focused solutions.
    2. Handle customer inquiries, offline and e-booking requests promptly and professionally.
    3. Manage stakeholder relationships from all sales channels to drive revenue.
    4. Provide exceptional service across all customer interactions to enhance premium rates and business.
    5. Promote Cathay products and deliver consistent product solutions.
    6. Update customers on shipment status and provide solutions as needed.
  • Support Services:
    1. Assist with cargo reservations, bookings, and deliver excellent customer service.
    2. Review post-flight documentation and prepare post-flight reports.
    3. Prepare flight documentation for crew and customs.
    4. Notify vendors of on-time and delayed flights and manage freighter catering uplift and last-minute changes.
    5. Coordinate with engineering, airport operations, air traffic control, and vendors.
    6. Communicate effectively with internal and external stakeholders, including customers, airport and cargo operations, suppliers, and flight crew.
    7. Coordinate cargo service activities among sales, operations, and ground handling for efficient shipment handling.
    8. Manage Ground Handling Agent performance, provide instructions, and report issues.
    9. Handle weather diversions and support flight diversions as needed.
    10. Assist with emergency and accident responses, station training, and compliance with safety, security, and quality standards.
    11. Conduct quality checks and participate in audits.
    12. Support crew administration, perform administrative tasks, and undertake any other reasonable tasks as requested.
    13. Support the Cargo Manager in implementing e-initiatives to boost e-Bookings and agent self-service functions.
    14. Fulfill Emergency and Accident and Crisis Response responsibilities as required.

Requirements:

Academic Qualifications: Graduate in any discipline. Tertiary education or equivalent in a related field is a distinct advantage.

Knowledge, Skills, Training and Experience:

  • Minimum 2 years' experience in cargo industry would be an added advantage.
  • Prior customer service experience with demonstrable customer service orientation.
  • Highly attentive to detail.
  • Working knowledge in MS Word, Excel, and PowerPoint.
  • Good analytical, problem-solving, and planning skills.
  • Ability to work independently.
  • Knowledge of CHAMP CargoSpot systems is an advantage.

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