Description

To effectively manage Product reservations and scheduled tour operations aimed to exceed client and supplier expectations.

Responsibilities

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

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 and 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