Senior Tour Consultant (EU Passport Holder)

Recruiter:

RMV Solution

Job Ref:

RMV 106

Date posted:

Thursday, August 15, 2024

Location:

Johannesburg, South Africa

Salary:

Market related

SUMMARY:
Senior Tour Consultant (EU Passport Holder)

POSITION INFO:

Description

To oversee product reservations and scheduled tour operations, aiming to surpass client and supplier expectations.

Responsibilities

SCOPE

Manage reservations for scheduled tours and transfers.
Handle bookings from internal and external B2B and B2C channels.
Implement tour operations for seat-in-coach tours.
Cater to various client divisions, including international agents, local tour operators, and online direct consumers.
Collaborate with suppliers such as accommodations, excursion operators, tour guides, and transport providers.

RESERVATIONS SHARED MAILBOX

Categorize, action, and file emails daily from allocated inboxes.
Adhere to response standards and turnaround times.

WEBSITE LIVE CHAT

Respond promptly to customers browsing the website.
Follow Live Chat standards during working hours.

QUOTING

Understand pricing for day tours and transfers.
Adhere to department quoting procedures.
Comprehend financial and operational factors affecting tours.

RESERVATIONS

Book and confirm tours, airport transfers, day tours, and charter requests.
Monitor tour group numbers to prevent double bookings.
Convert provisional bookings by the cut-off period.
Manage supplier allocations and adhere to reservation procedures.

TOUR FINANCIALS

Negotiate supplier terms.
Calculate tour costs and selling rates.
Monitor tour profitability and ensure accurate invoicing.
Submit supplier invoices promptly and follow department procedures.

CANCELLATIONS & REFUNDS

Understand cancellation policies and travel laws.
Follow procedures to avoid cancellation fees.
Handle cancellation fees and refunds with suppliers and clients.
Process cancellations and refunds when necessary.

PRE-TOUR OPERATIONS

Prepare for tour dispatch and accommodation requirements.
Ensure all details are accurate before departure.
Coordinate rooming lists, alternative accommodations, and tour guide assignments.
Confirm transfers, optional tours, and guest travel requirements.

DURING TOUR OPERATIONS

Assist guests with incidents and lost luggage.
Check in with tour guides and resolve issues.
Report any negative impacts on the tour experience.
Manage last-minute travel requirements.

SERVICE DELIVERY /CUSTOMER SERVICE

Maintain service standards and communicate effectively.
Respond promptly to requests and provide destination information.
Upsell additional services and ensure accurate documentation storage.
Handle emergency duties as required.

INCIDENTS & COMPLAINTS

Report incidents promptly and take necessary actions.
Document incidents and complaints as per procedure.

SALES

Offer additional relevant products and follow up on quotations.
Understand sales strategies and goals.

PRODUCT

Monitor feedback and escalate issues to the Product Development team.
Update product content and understand tour itineraries.

Requirements

Qualifications and Expertise

High school diploma.
Preferably a Travel & Tourism qualification.
Extensive knowledge of Regional countries and Southern Africa.
Proficiency in online systems.
3 years of experience in Group Series Tour consulting.
Familiarity with Tourplan is advantageous.

Competency

Strong communication, problem-solving, and organizational skills.
Ability to negotiate, make decisions, and work in a team.
Proficiency in Microsoft Office applications.
Good understanding of the Tourism industry and logistical touring.

Salary

The salary offered for this role is competitive and commensurate with experience.

Benefits

ABOUT OUR CLIENT

Our client, an African company, is committed to prioritizing their people, customers, and suppliers by delivering exceptional quality, service, and value. They aim to infuse each customer interaction with the unique essence and magic of Africa. The ultimate goal is for our client to emerge as the leading integrated tourism group in Southern Africa, with a strong international presence in sectors where they possess a sustainable competitive advantage.

Key areas of international expertise encompass:

Destination retail
Global sports event management
Duty-free retail on the ground
Duty-free retail in the air
Destination management
Hotel management
Lodge management
Airport craft and curios retail
Activity management
Online corporate travel management

NB! This job is now closed. You can apply for other jobs by uploading your CV.

Senior Tour Consultant (EU Passport Holder)

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