Senior Tour Consultant - Bryanston

Key Responsibilities:

Scope

• Managing reservations for bookings received via internal and external B2B and B2C channels.

• Overseeing scheduled seat-in-coach tours.

• Liaising with clients, including international agents, local tour operators, and online direct consumers.

• Managing supplier relationships with accommodations, excursion operators, tour guides, and transport providers.

Reservations Shared Mailbox

• Categorizing, actioning, and filing emails daily.

• Adhering to response standards and turnaround times.

Website Live Chat

• Acknowledging and responding to customer inquiries promptly.

• Adhering to live chat standards and maintaining online presence during working hours.

Quoting

• Understanding day tour and transfers pricing structures.

• Following standard quoting procedures for different products.

• Applying financial and operational knowledge to tour planning (routes, distances, vehicle requirements, border policies, etc.).

Reservations

• Booking and confirming allocated tours, airport transfers, day tours, add-on nights, and charter requests.

• Ensuring timely actioning of booking requests.

• Monitoring tour group sizes to prevent overbookings.

• Converting provisional bookings before the cutoff period.

• Managing supplier allocations and maintaining reservation quality control.

Tour Financials

• Understanding supplier negotiations, terms, and tour costing.

• Monitoring tour profitability.

• Processing accurate invoicing and ensuring timely supplier payments.

Cancellations & Refunds

• Understanding and adhering to cancellation policies and travel regulations.

• Negotiating cancellation fees and refund requests with suppliers and clients when necessary.

• Ensuring accurate processing of cancellations and refunds.

Pre-Tour Operations

• Reviewing tour dispatch details (vehicle equipment, food & beverage arrangements).

• Verifying booking details, room configurations, and securing alternative accommodations when required.

• Sending rooming lists to suppliers and confirming tour departures.

• Capturing and booking guest travel requirements, including pre/post-accommodation, airport transfers, and optional day trips.

• Allocating vehicles and tour guides in accordance with schedules.

• Ensuring supplier pre-payments are processed.

• Preparing guest and guide documentation.

• Briefing tour guides and ensuring they have necessary funds.

During Tour Operations

• Assisting guests with lost luggage incidents and transfer arrangements.

• Checking in with tour guides and resolving on-tour issues.

• Reporting issues affecting tour experiences.

• Managing last-minute post-tour travel requests.

Service Delivery / Customer Service

• Maintaining high service standards and effective communication with clients and suppliers.

• Processing requests promptly and providing clients with destination-related information.

• Upselling additional accommodations, transfers, and tours.

• Ensuring timely and accurate documentation.

• Handling emergency phone duties when required.

Incidents & Complaints

• Reporting incidents promptly and following resolution procedures.

• Compiling and logging incidents in reports as required.

Sales

• Qualifying client inquiries and suggesting additional relevant products.

• Following up on quotes to convert sales.

• Understanding and implementing sales strategies.

Product Management

• Monitoring guest and guide feedback and escalating relevant issues.

• Updating product content as needed.

• Understanding tour itineraries in detail.

Qualifications & Expertise:

• Matric / Grade 12.

• Travel & Tourism qualification preferred.

• Excellent knowledge of Southern African regional tourism (routes, distances, attractions, transport infrastructure).

• Experience with online booking systems essential.

• Minimum of 3 years’ experience in group or series tour consulting within the tour operating industry.

• Knowledge of Tourplan preferred.

Competencies:

• Strong verbal, written, and telephonic communication skills.

• Excellent interpersonal and problem-solving abilities.

• Organizational and time management expertise.

• Negotiation and decision-making skills.

• Innovative, proactive, and detail-oriented.

• Basic financial knowledge.

• Team player with strong tourism industry insight.

• Proficiency in Microsoft Office (Word, Excel, Teams).