Job Purpose:
To successfully quality control and enhance customers’ in-country experience as well as assist in administrational tasks and preparing client documents.
Key Responsibilities:
Customer in-country experience (core responsibility)
Implement and effect quality control to ensure clients experience is seamless and delivers over and above expectations. Run weekly checks on upcoming booking to ensure optimal service delivery (e.g. agent communication, special occasions/requests of travellers, late check out requests, breakfast pack requests etc.).
NOTE: It is not the responsibility of the employee to book services, but rather to ensure a smooth running thereof:
Assist with preparing guide documentation and brief guide prior to travel and work closely with tour guides whilst on tour. Call clients upon arrival in country and check on their wellbeing throughout. Communicate any tour/excursion changes in writing to the agent and verbally to the client. Resolve any client issues whilst in country. Offer, sell, book and invoice additional excursion/tours to clients in country. Establish and maintain good relationships with suppliers. Liaise with Assistant Manager FIT on a regular basis to close any service related reservation gaps. Create all client related documentation prior to their arrival. Conduct at times in-person briefings with clients (e.g. VIP clients or consult with client to facilitate excursion). Handling the 24hour emergency phone (rotational basis).
Product Enhancement (focus on non-accommodation, but not limited to)
Regularly pass on customer feedback to the Product/Reservations team. Find, in cooperation with the Product team, new experiences that enhance/improve our product portfolio.
Operations (supporting the team in low season (25% of the time)
Secure business and effectively cost products and load bookings/services accurately in Tourplan. Capture and confirm bookings in Tourplan. Negotiate with suppliers for better rates, cancellation policies and FOCs. Follow up on quotes that have been sent out. Build up and maintain agent relationships. Work closely with the team to achieve goals. Handling the 24hour emergency phone.
Financial:
Reconcile supplier invoices for processing. Assist debtors’ clerk with invoicing / collection queries.
Additional responsibilities:
Participate in supplier training and workshops. Reduce the transaction/turnaround time. Demonstrate good communication skills and customer care. Stay current on events and changes of suppliers / product. Travel on educationals and familiarizations trips. Support Assistant manager in administrational tasks if and when necessary.
ASAP
Market related
Qualification:
Travel and Tourism.
DMC experience or similar, Experience as a concierge/service consultant, Strong people skills, Attention to detail. Minimum 3- 4 years experience.
Western Cape
Cape Town.
Tour Operator in Cape Town.
Nono Mantjiu