Senior Operations Specialist

**PRIMARY PURPOSE**

To fill a full operations role in the booking process, working hand in hand with the Travel Designer, but being the first line in relationships with suppliers and administration of the entire backend of each booking made by the Travel Designer.

To secure the booking with all services providers including travel designers accurately, efficiently, timeously and with zero errors.
- This position can be based in either **Johannesburg or Cape Town**.

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

- Liaise with travel designers on all bookings in an operational capacity
- Communicate continuous with suppliers and internal sales support teams which includes trust and excellent support

**General**:

- Keep all booking information updated in the system ensuring CRM is continually up to date.
- Add all special requests from the agent into WW e.g. honeymoon, birders, dietaries, ages etc.
- Advise RARA if rates are not loaded or correctly linked on the WW once booking is handed over and any new discrepancies are found after confirmation.
- Keep updated with all WS and AP product updates, as well as technology updates.
- Keep abreast with company policies, procedures and system updates.

**Bookings Operations**:

- Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements as mentioned above, ensuring that cancelled space has indeed been cancelled.
- Receive a confirmed booking from Travel Designer including special requests e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent. Ensure all service lines are loaded correctly in the WW.
- On receipt of confirmed bookings from Travel Designer - check for any discrepancies between the voucher in TP and the suppliers invoice and that all information is saved in WW.
- Update and review all information in WW match the supplier documents.
- 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.
- Complete electronic version of the travel itinerary confirmed with times, flight details and contact details of properties and guides.
- Pre-tour information - verify and edit info where necessary to accommodate the itinerary.
- Qualify guests' expectations when complaints are made and if they are requiring refunds or FOC services and communicate options to Travel designers to present to agents.
- Electronically file and archive travelled booking files 6 months after date of travel.

**CANDIDATE PROFILE**

**Qualification**:

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

**Experience**:

- 4-5 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.

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