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Groups and Incentives Operations Manager
3 months ago
KEY OUTPUTS
Clients Guests and Suppliers
- Be on call for any major emergencies and immediately alert the client and Regional Touring Manager
- Constantly re-evaluating internal processes, eliminating any re-work to ensure the smooth, effective and efficient functioning of the team
- Actively work at improving information flow to all key Suppliers via the MOS
- Ensure all client and/or guest complaints are replied to immediately and follow process of informing Guest Feedback and ensure Regional Manager Touring copied on all relevant correspondence
- Assisting consultants in advising clients on all product related queries
- Actively checking the MOS on files
- Negotiate preferential rates with suppliers and specialised terms for group bookings
- Implement secondary buying with the groups team to increase
- Must be able to do on-site inspections with Clients and assist with traveling groups
- Help prepare and support all operations of traveling files
- Assist with compilation of gifting, filing, welcome notes
- Ensure all country travel restrictions are taken into account in planning and executing of groups traveling
- Assist in all administration required for adhering to travel restrictions and paperwork are in place and done for each guest
- Ensure administration Covid 19 protocols are in place for traveling groups
People
- Managing a team of groups consultants when the G&I Sales Manager is on leave or travelling
- Hands on management and checking of all files to ensure all quality control measures are in place and the operations of the itinerary pre trip and during trip and post trip go according to operating procedures
- Ensure emergency duty reports are submitted each Monday and any issues are followed up and action taken and outcome reported to Regional Manager Touring
Finance
- Ensure through strong commercial focus that all files are profitable and that margins remain in line with company guidelines and immediately bring to attention of G&I Sales Manager any errors resulting in loss of margin through consultant or supplier error
- Month end processes and procedures to be complete accurately and timeously complying too the month end time table
- Support and communicate with accounts teams to ensure debtors are collected timeously and inform Regional G&I Sales Manager, Manager Touring and Sales Director/Sales Manager of any potential bad debt
- Back buy opportunities are created to increase the Margins where possible
KNOWLEDGE REQUIRED
- Extensive knowledge of Tourplan, alternatively, another reservations system
- In-depth geographical, logistical and product knowledge of South, Southern and East Africa
- Previous management and/or supervisory experience
- Extensive sales experience in the groups and incentives area of the market
QUALIFICATIONS REQUIRED
- 4 - 5 years management or supervisory experience in the hospitality/tourism industry (inbound tour operating)
- Minimum of 7 years inbound experience at a senior level in the hospitality/tourism industry
SKILLS REQUIRED
- Good understanding of terms and conditions, product knowledge, general knowledge, third party and company Product destinations
- Understanding of travel industry channels
- E-commerce (Booking platforms e.g. Takealot)
- Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor)
- Excellent computer skills including:
- Tourplan advantageous
- ESS is essential
- GIS, WETU, Maximizer
- MS Office applications such as Word, Excel, Visio, PowerPoint and Outlook
- Other related systems such as the Availability and Web Reporting Portal
- New business development
- Understanding of quantitative and qualitative data analysis and being able to make decisions based on these analyses
- Understanding and knowledge of the different markets in which the company operates in
- Relevant understanding of Business to create and formulate a strategy and make commercial decisions
- Sales process and methodologies
- Problem-solving skills
- Negotiation skills
- Experiential Creativity (Crafting Experiences)
- Yielding
- Guest/Client Delight
- Financial analysis, modelling and management
PRESONAL ATTRIBUTES
- Excellent communication skills (E.g. verbal, written, reporting and body language)
- Time management
- Teamwork and interpersonal skills
- Conflict management and resolution
- Attention to detail
- Administration and organization skills
- Event coordination and set up requirements
- P-drive Navigation
- Paper filing
- Paperless filing
- Printing and binding of documentation
- Speed Reading and Typing
- Project management
- Memory Skills
- Self-Awareness
The successful candidate should have an enquiring mind, be methodical, pay attention to detail, be creative, show perseverance and patience, ability to work under pressure, ability to accept routine and mundane tasks, have high energy level, be flexible, and have the ability to overcome obstacles and persist with the task at hand, be decisive and adaptable.
