KEY RESPONSIBILITIES

  • Assess client needs in terms of special interests, special needs, and affordability/budget
  • Quoting of all services requested by clients within the required turnaround time
  • Reservations of all services requested by clients
  • Acknowledge receipt of written requests received from agents
  • Respond to written requests and provide written confirmations
  • Opening of client files according to GoVacation standards
  • Loading reservations on Tourplan
  • Ensure confirmation of services with suppliers
  • Stay in constant communication with agents with regards to status of reservations, payment requirements, deadlines, and conditions of reservations
  • Arrange Meet and Greets as required
  • Documentation Management of all Reservations
  • Handling and escalating client complaints
  • Manage manager on duty phone and queries as required
  • Maintain contact with client during period of travel
  • Maintain contact with tour guides throughout tour
  • Manage client complaints and emergencies
  • Maintain contact with agents
  • Obtain feedback from agent following client departure
  • Ensure that clients invoiced for all services and invoices provided to clients timeously
  • Manage payments and Account queries
  • Follow up on payments
  • Liaise with Finance department with regards to queries
  • Ensure payment conditions are strictly adhered to
  • Arrange pre-payments
  • Book tour guides services as required
  • Ensure guide is briefed with regards to client requirements, and highlight any special needs/requirements of clients
  • Ensure correct selection of guide based on
    • Cultural background of group
    • Age group of travelers and guide
    • Language requirements
  • Ability of guide
  • Explanation of variances
  • Margin Management (high & low)
  • Reconciling of files
  • Staff management

QUALIFICATIONS

  • Matric / Grade 12
  • Travel & Tourism qualification would be preferable

AND EXPERIENCE

  • Group Series Yielding experience
  • Experience in working with inbound group series
  • Staff management experience

REQUIRED SKILLS

  • Tourplan knowledge and execution would be preferred
  • Knowledge of customers’ needs and products / German Speaking would be preferred
  • Ability to negotiate with suppliers for availability and rates
  • Good Tourism industry knowledge
  • Excellent South African and Regional geographic knowledge
  • Strong product knowledge within Southern Africa
  • Strong logistical knowledge

SALARY

The salary for this position is competitive and dependent on relevant experience.

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