THE BRAND
DRIFTERS ADVENTURE TOURS
We’ve made it our mission to make your African adventure EASY!
PURPOSE OF THE JOB
- To effectively manage Product reservations and scheduled tour operations aimed to exceed client and supplier expectations
SCOPE
- Product consists of Drifters scheduled tours and transfers
- Reservations for bookings received via internal and external B2B and B2C channels
- Tour operations set out below, are applicable to seat-in-coach tours
- Clients: All Tourvest divisions; international agents, local tour operators; online direct consumers
- Suppliers: Accommodations; excursion operators; tour guides; transport providers
PRINCIPLE ACCOUNTABILITIES AND RESPONSIBILITIES
RESERVATIONS SHARED MAILBOX
- Ensure that emails in the allocated Inboxes are categorized, actioned and filed accurately daily
- Adhere to response standards and turnaround times
WEBSITE LIVE CHAT
- Acknowledge and respond to customers browsing the Drifters website immediately
- Understand and adhere to the Live Chat standards and online during working hours
QUOTING
- Understand day tour and transfers pricing
- Adhere to the standard department quoting procedures per product
- In-depth understanding of financial and operational considerations that affect tours (Southern Africa routes, distances, vehicles, border requirements etc)
RESERVATIONS
- Responsible for booking and confirming allocated tours, airport transfers, day tours, add-nights and Charter requests, received from the various sales channels
- Action relevant booking requests within the set turnaround time
- Monitor tour group numbers to ensure there are no double bookings across the tour portfolio
- Ensure provisional bookings are converted by the cut off period
- Monitor tour group forward numbers per departure to request scheduled departures to be blocked when needed
- Manage supplier allocations
- Adhere to the standard department reservations, confirmation and quality check procedures per product
TOUR FINANCIALS
- Understand supplier negotiations and terms
- Understand tour costing and selling rate calculation
- Understand and monitor allocated tours’ profitability
- Accurate invoicing of bookings – pre-payments, deposits and clients on account
- Ensure supplier invoices are submitted to accounts to be paid on time
- Adhere to the standard department invoicing and payment procedures per product
CANCELLATIONS & REFUNDS
- Understand cancellation policies and country travel laws
- Adhere to the standard department procedures per product to avoid cancellation fees
- Negotiate cancellation fees and refund requests with suppliers and clients when needed
- Ensure cancellation fees and refunds are processed when applicable
PRE-TOUR OPERATIONS
- Understand tour dispatch details (vehicle equipment and tour F&B processes)
- 30-days out
- Cross-check booking details per departure in advance to eliminate double bookings and convert provisional bookings
- Cross-check guests’ room configuration requirements with number of rooms booked
- Source and secure alternative accommodation when required – and advise relevant clients of the changes
- Send rooming list to allocated tour suppliers and release allocation
- Include tour departures’ forecast to relevant suppliers
- Ensure to capture and book all guests’ travel requirements – pre/post accommodation; airport transfers; optional day trips
- Ensure the vehicle and tour guides are allocated in accordance with the Tour Schedule
- Book optional tours when required
- 7-days out
- Send final rooming list including tour guide details to suppliers
- Ensure supplier pre-payments are processed in time
- Cross-check, book or reconfirm transfers and optional day tours
- Prepare relevant guest and tour guide documentation as per standards
- Ensure the tour guides are briefed in detail and have received the necessary funds
- Last minute
- Action any last minute guest add-ons and ensure that the system, suppliers and the tour guide are updated accurately
DURING TOUR OPERATIONS
- Understand tour dispatch details (vehicle equipment and tour F&B processes)
- Assist guests with lost luggage incidents
- Assist guests and arrange chaser transfers when required
- Check in with the tour guide intermediately during the tour
- Assist tour guides with any issues encountered on tour
- Report issues to agents when the tour experience are impacted negatively
- Assist and book any last minute post-tour travel requirements
SERVICE DELIVERY /CUSTOMER SERVICE
- Consistently deliver on service expectations
- Ensure effective communication with clients and suppliers at all times
- Process and respond promptly to requests
- Provide the client with additional information on the destination, attractions, activities, properties at time of booking or receiving an enquiry
- Upsell pre-post accommodation transfers and tours at time of booking or receiving an enquiry
- Ensure all correspondence, documentation, files and quotes are delivered and stored accurately and timeously
- Emergency/Manager on duty mobile phone duties when required, including after-hours
INCIDENTS & COMPLAINTS
- Report incidents immediately according to the set procedure
- Ensure the necessary is actioned to resolve any issues immediately
- Compile and capture incidents / MOD (manager on duty mobile) issues on the Incidents Report when required
SALES
- After qualifying the enquiry, also include other possible relevant products to the client
- Follow up on ad hoc quotations to convert
- Understand the sales plan and methods
PRODUCT
- Monitor guest and guide feedback reports and escalate relevant issues to the Product Development team
- Ensure Product content are updated when needed
- Understand all tour itineraries in detail
QUALIFICATIONS & EXPERTISE
- Matric / Grade 12
- Travel & Tourism qualification would be preferable
- Excellent knowledge of Regional countries and Southern Africa (Tourist attractions, seasonality, routes, distances and driving times, places of interest, Geography, transport infrastructure)
- Online systems working knowledge is essential
- 3 years Groups or Group Series Tour consulting experience within the tour operating industry
- Tourplan knowledge and execution would be preferable
COMPETENCY
- Good verbal, telephonic and written communication skills
- Good interpersonal skills
- Good problem solving skills
- Excellent organisational and time management skills
- Negotiation and liaison ability
- Strong decision making ability
- Innovative and proactive
- Must have attention to detail
- Basic financial knowledge
- Must be a team player
- Working knowledge of Microsoft Office Software: Word, Excel and Teams
- Good Tourism industry knowledge
- Strong logistical touring knowledge
SALARY
The salary for this position is competitive and dependent on relevant experience.
AREA
Bryanston, Johannesburg
DISCLAIMER
ONLY CANDIDATES WITH THE MINIMUM REQUIREMENTS WILL BE CONSIDERED. WHILST WE DO OUR BEST TO REPLY TO EACH APPLICATION, NON-COMPLIANCE WITH THE ABOVE REQUIREMENTS MAY BE THE CAUSE FOR OUR NON-RESPONSE!