DIVISION : RETAIL RESERVATIONS POSITION : SENIOR CONSULTANT THE POSITION REPORTING LINES Reporting to the Third-Party Sales Reservations Manager.
MAIN AREAS OF FOCUS : To develop and increase sales out of the Retail market (Virtuoso / Signature) and to handle any direct business from North America (alternative markets should assistance be required).
Build close relationships with all Agents, with International Sales team and Internal Marketing Team Focus on delivering excellence in customer service to Agents (speed of replies / accuracy).
Developing the creativity of itineraries in-line with market requirements. Ensuring the value-add and experience in the Concern brand (special rooms / personal letters, etc.
therefore making Concern special and unique. Ensuring high attention to detail and customer service is always maintained.
Ensure that all reservations are being run at an acceptable margin and profit level. Ensure that Travel Studio is kept up to date.
Self-Management. PREVIOUS EXPERIENCE REQUIRED Reservations, handling FIT bookings in a tour-operating environment for a minimum of 5 years.
Previous responsibility for developing own itineraries for FIT Guests / Retail agents. Good product knowledge (well-travelled).
Team / Group work with people. Computer literate (Word / E-Mail / Internet). SKILLS AND COMPETENCIES Functional Skills & Competencies Product Knowledge Sales Ability Financial Skills Attention to Detail Planning and Organising Innovation Verbal Communication Written Communication Teamwork Stress Tolerance Behavioural Competencies (Are the Concerns Values) As defined in Concerns Values Pioneering Trustworthy Integrity Courageous Welcoming Stylish OUTPUTS Reservations Handle the booking and execution of all guests, fam trips and press trips if / when requested.
Ensure Regional Managing Director East and Southern Africa and General Manager and Reservations Manager are always informed.
Handle all bookings originating from Retail Division. General bookings. Assist in busy periods and where necessary on general bookings as requested by Virtuoso Agents, Direct Guests.
Hotels / Camps / Lodges (mainly 4 / 5-star properties). Road transfers / Scheduled flights / Touring, etc. Limited car rental.
Reconfirmation of all services booked, one month before travel date. Front End Handle proposals and front-end communication with Agents and Guests.
Ensuring that as a Team you communicate in one tone and with one message. Assist in closing the sale for each request. Follow up and be aware of conversion rates.
General Operations Ensure service standards and quality control are maintained throughout, (general correspondence, documentation, itineraries, Guests welcome letters / calls, etc.
and that information is correct. Improve, implement and control file management systems in accordance with company policy to ensure profit margins are achieved.
Assist with improving creativity in all itineraries, in-line with market specific requirements. Assist with logistical problems to accommodate bookings.
Ensure timeous booking of touring services with regional offices and Third-Party Suppliers. Ensure all VIP files are handled as per company policy and Regional Managing Director East and Southern Africa and the General Manager are made aware of visits in good time and the special value adds are implemented.
Ensure that the Concerns USPs are always included in Client itineraries. Offer suggestions to improve the itineraries. Ensure response times are adhered to (24 hours).
Accurate input of all files into Travel Studio (correct values on all vouchers, timeous invoicing to meet accounting deadlines).
Ensure all payments from Agents / Guests for deposits and final payment are invoiced / received in accordance with Concerns and the Suppliers terms and conditions.
General Manager must clear any instances where the Guests contract is to be amended to reflect Suppliers payment / cancellation terms.
Assist and mentor Admin Consultants in a professional / uplifting manor to ensure team work and personal growth. Ensure Guests documentation is completed accurately and timeously.
Assist in customer service issues (pre / during / post tour). Manning of 24-hour emergency phone on a shared roster basis.
Sales & Marketing Attend travel functions as required. Building and Maintaining Relationships Close liaison with Guests / Agents.
Maintain and develop close working relationships with international sales offices. Meet Guests / VIPs at hotel / airport as and when required ensuring that personal service is provided.
Reports Report on all customer service issues (pre, post and during Guest stay). Monthly direct booking report to Third-Party Sales Reservations Manager.
Keep the Sales Team apprised of any problems or files of importance