High-Performance Tour Operations Specialist

3 days ago

Johannesburg, Gauteng, South Africa RMV Solution Full time

Company Overview:


RMV Solution is a leading tour operator specializing in adventure safari tours across Southern and East Africa. They require a highly skilled Senior Tour Consultant to oversee product reservations, scheduled tour operations, and client-supplier relationships.
Key Responsibilities

  • Reservation Management: Effectively manage bookings received via internal and external channels, ensuring client and supplier expectations are met.

  • Tour Operations Oversight: Oversee scheduled seat-in-coach tours, liaising with clients, including international agents, local tour operators, and online direct consumers.

  • Supplier Relationships: Manage supplier relationships with accommodations, excursion operators, tour guides, and transport providers.

Responsibilities

  • Categorize and Action Emails: Categorize, action, and file emails daily, adhering to response standards and turnaround times.

  • Live Chat Support: Acknowledge and respond to customer inquiries promptly, maintaining online presence during working hours.

  • Quoting Procedures: Understand day tour and transfers pricing structures, follow standard quoting procedures for different products, and apply financial and operational knowledge to tour planning.

  • Booking and Confirmation: Book and confirm allocated tours, airport transfers, day tours, add-on nights, and charter requests, ensuring timely actioning of booking requests.

  • Tour Group Size Monitoring: Monitor tour group sizes to prevent overbookings and convert provisional bookings before the cutoff period.

  • Supplier Allocations: Manage supplier allocations and maintain reservation quality control.

  • Tour Financials: Understand supplier negotiations, terms, and tour costing, monitor tour profitability, process accurate invoicing, and ensure timely supplier payments.

  • Cancellations and Refunds: Understand and adhere to cancellation policies and travel regulations, negotiate cancellation fees and refund requests with suppliers and clients when necessary, and ensure accurate processing of cancellations and refunds.

  • Pre-Tour Operations: Review tour dispatch details, verify booking details, room configurations, and secure alternative accommodations when required, send rooming lists to suppliers, and confirm tour departures.

  • Guest Travel Requirements: Capture and book guest travel requirements, including pre/post-accommodation, airport transfers, and optional day trips, allocate vehicles and tour guides according to schedules, and ensure supplier pre-payments are processed.

  • During Tour Operations: Assist guests with lost luggage incidents and transfer arrangements, check in with tour guides, and resolve on-tour issues, report issues affecting tour experiences, and manage last-minute post-tour travel requests.

  • Service Delivery and Customer Service: Maintain high service standards and effective communication with clients and suppliers, process requests promptly, provide clients with destination-related information, upsell additional accommodations, transfers, and tours, and ensure timely and accurate documentation.

  • Incidents and Complaints: Report incidents promptly, follow resolution procedures, compile and log incidents in reports as required.

  • Sales: Qualify client inquiries, suggest additional relevant products, follow up on quotes to convert sales, understand and implement sales strategies.

  • Product Management: Monitor guest and guide feedback, escalate relevant issues, update product content as needed, and understand tour itineraries in detail.

Qualifications and Expertise

  • Matric / Grade 12 qualification.

  • Travel and Tourism qualification preferred.

  • Excellent knowledge of Southern African regional tourism (routes, distances, attractions, transport infrastructure).

  • Experience with online booking systems essential.

  • Minimum of 3 years experience in group or series tour consulting within the tour operating industry.

  • Knowledge of Tourplan preferred.

Competencies

  • Strong verbal, written, and telephonic communication skills.

  • Excellent interpersonal and problem-solving abilities.

  • Organizational and time management expertise.

  • Negotiation and decision-making skills.

  • Innovative, proactive, and detail-oriented.

  • Basic financial knowledge.

  • Team player with strong tourism industry insight.

  • Proficiency in Microsoft Office (Word, Excel, Teams).

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