Description

The role of Intermediate Sports/Ski Consultant is to design, quote and book various inbound and outbound journeys for the Sport and Leisure division for B2B and B2C markets – especially focused on Sports and Ski environment. Pro-actively assist in Product Development and ensure current product is updated, costed and relevant to client demand as well as to exceed customer expectations, meet operational deadlines and achieve set sales targets.

Responsibilities

• Assess client/agent needs in terms of special interests, special needs, and affordability/budget.
• Quoting of all services requested by clients/agents within the required turnaround time via Tourplan as well as manually as specified by the business.
• Checking rates before quoting as dynamic rates may apply.
• Reservations of all services requested by clients/agents.
• Acknowledge receipt of written requests received from agents.
• Respond to written requests and provide written confirmations.
• Opening of client files according to TDM standards.
• Loading reservations on Tourplan and Zoho.
• Managing all aspects of Flight bookings with airlines.
• Ensure confirmation of services with suppliers.
• Stay in constant communication with clients/agents with regards to status of reservations, payment requirements, deadlines, and conditions of reservations.
• Documentation Management of all Reservations:
  • Itinerary planning and layout
  • Compile travel packs for clients
  • Vouchers
  • Rooming lists
  • Filing
• Handling and escalating client complaints.
• Manage MOD phone and queries as required.

Client Care

• Maintain contact with client during period of travel.
• Manage client complaints and emergencies.
• Maintain contact with travel trade.
• Obtain feedback from clients / travel trade following client departure.

Payments & Account Queries

• 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
  • Keep Operations Manager informed of possible problems
• Arrange pre-payments.

Financial Reporting

• Explanation of variances.
• Margin Management (high & low).
• Reconciling of files.

Administration

• Full understanding and follow-through of all divisional procedures and policies.
• Submit timeous reports as requested and adhere to deadlines.
• Maintain complete confidentiality with all company intellectual capital.
• Ensure that all documentation has been filed and that files are updated.

Client Relationsships

• To ensure client expectations are met and the highest delivery of service is driven through the business.
• To ensure that clients are offered the best available price and product.
• To continually look at creative ideas and review products which are offered to clients.
• To build and retain relationships with clients.
• Establish and maintain good relationships with all Tourvest staff.
• To always ensure effective communication with clients.
• To ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.
• To follow-up with clients and any leads.

Supplier Relationships

• Commitment to and building relationships with Tourvest Destination Management preferred partners.
• Ensure that the best rates are always negotiated and secured.
• Understanding supplier products as well as supplier strategy.
• Establishing best product within all environments especially sport and events environments.
• Personal development within destinations and products.
• Actively source new products and creative ideas.

Team Work

• To build and maintain good relationships within the team.
• Pro-actively get involved.
• Assist in areas of expertise.
• Flexibility to assist colleagues out of normal office hours, when and if required.

Learning & Development

• Continuously develop product knowledge, attend industry events/seminars/conferences, and participate in supplier workshops, educationals and trade shows relevant to sports industry.
• Keep abreast of industry trends and new products.
• Attend exhibitions, trade shows where necessary and relevant.

Key Tasks

• Identifying key activities and priorities which tie in with timelines for TDM Sports and Leisure strategies and specifically SPORT and SKI.
• Implement and communicate operations plan and solutions in line with the business plans.
• Ensure existing client retention and satisfaction.
• Maintain working knowledge of policies and relevant government regulations.
• Set, monitor and drive operations goals HARD.
• Maintain overall budget and measure profitability.
• Work closely with Ops Manager to set and/or implement policies, procedures and systems and to follow through with implementation.
• Manage existing and secure further customer relationships for sustainable growth and success working closely with sales.

Qualifications and Expertise

• Matric certificate
• Travel & Tourism qualification
• Minimum 5 – 8 years experience within the Tourism Industry – preferably SKI  and SPORT  division
• Experience on ZOHO would be an advantage
• Experience on Tourplan essential

Competency

• Computer proficiency with Microsoft Office
• Ability to operate under solid pressure and meet tight deadlines
• Attention to detail is essential
• A mature approach when dealing with people
• Capacity for dealing with employers and workers at all levels
• Confidentiality, tact and discretion when dealing with people
• Excellent planning, organisational, and analytical skills
• Good verbal and written communication skills
• Integrity and Honesty
• Good interpersonal and relationship building skills
• Good Problem solving skills
• Negotiation and liaison ability