Job Description
In this role you are responsible for leading the after-hours team, and for ensuring and improving the performance, productivity, efficiency and profitability of the company through the provision of effective methods and strategies.
You will consult and manage a team of travel consultants (maximum 8) whose responsibility it is to fulfil business travel needs with the objective of achieving a good client experience, employee job satisfaction and company profitability.
The Team Leader position working hours are varied as the hours of operation is from 17h00 to 08h00 weekdays and from 17h00 on a Friday to 08h00 on a Monday. Including public holidays.
Key Responsibilities
- Manage productivity and ensure even work distribution through utilising all technologies
- Implement, manage and provide on-train technology systems and processes
- Manage and measure the quality of work and outputs
- Monitor accurate references and exception reports
- Query resolution – both Finance and Operations
- Utilising time management skills to efficiently organise and process workload during designated shift times
- Setting up a shift roster for the AOT division, keeping in mind labour guidelines, hours allocated and overtime
- Ensure Finance processes are managed and monitored
- Implementation and team training on new/changed account
- Process travel requests and reservations
- Up-sell, cross-sell, sell value adds, new products and ancillary services
- Understand and advise on the functionality of Online booking tools
- Ensure the team performs and are managed in accordance with the company's focus areas
Overall Duties and KPIs
SERVICE & SALES - Deliver outstanding Client Experience while prioritising the right activities to increase sales organically and identifying opportunities for additional revenue streams. Upselling and facilitation of value-added products.
TECHNOLOGY - Proactively adopting new technology to ensure all deliverables and outputs are met. Effective training, usage and understanding of all systems and technology.
PROFITABILITY - Maximise revenue opportunities by ensuring that processes are strictly adhered to.
ASSET MANAGEMENT - Ensure that all technology platforms are used to full potential to realise ROI
EXPENSE MANAGEMENT - Eliminate unnecessary financial loss by ensuring correct operating processes are in place.
PEOPLE – Recruit staff and manage administration of team. Supervise workflow, rosters and work allocation to ensure the team is adequately staffed at all times. Take accountability the development and mentoring of team members to ensure high quality service delivery and team morale. Keep abreast of industry trends and behave according to corporate values and brand
Availability
Immediately
Salary
Negotiable based on experience. Benefits include: Pension, Medical Aid, Incentives
Required Qualifications
Qualification:
Required (not-negotiable)
- Diploma in Travel and Tourism
- 5 - 8 years’ experience in the retail travel industry
- 5 - 8 years’ consulting experience
- Strong operational and GDS/travel systems experience, fares knowledge, staff management skills and the ability to work within a fast-paced, busy environment
- Proficient in Travelport, Amadeus and Sabre and a qualified Senior Travel Consultant. Relevant qualifications in Travel and Tourism
Location
Gauteng
Business Travel Centre, Parktown and or Virtual
General Details
Knowledge Required
- Fares and Ticketing knowledge
- Travel related system and procedures knowledge
- Sabre, Amadeus and Travelport GDS
- Domestic, Regional and International Destination knowledge
- Brands products and services
- BidTravel’s Policies and Procedures
- Client Travel Policy
- Online solutions
- Business acumen
- Call centre experience (advantageous)
- Technology Competent
Skills Required
- Use of MS Office
- Verbal and Written Communication (including Listening Skills)
- Interpersonal Skills
- Analysis and Problem-Solving Skills
- Conflict and Complaint Management
- Time and Stress Management Skills
- Advanced Research Skills
- Consulting Skills
- Telephone Skills
- Coaching and Mentoring Skills
- Supervisory Skills and Team Leadership
Personal Attributes Required
- Customer service orientation
- Detail orientated and quality driven
- Approachability
- Initiative
- Flexibility
- Professionalism
- Team Player
- Diplomacy
- Energy and Drive
- Patience
- Solution driven
Application details
Nancy Letlape
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