Group Tour Consultant - Bryanston

Leading Inbound DMC based in Bryanston is looking for an experienced Group Tour Consultant to book journeys to Southern Africa for Group Series, Ad hoc Groups and Incentive Travellers via overseas agents and to exceed customer expectations and meet deadlines, and to retain relationships and achieve set sales targets.

Duties:

Quoting & Reservations:

Acknowledge receipt of written requests received from agents

Assess client needs in terms of special interests, special needs, and affordability/budget

Quoting of all services in Excel requested by clients within the required turnaround time

Respond to written requests and provide written confirmations

Opening of client files according to standards

Loading reservations and PCM on Tourplan

Ensure confirmation of services with suppliers

Stay in constant communication with agents with regards to status of reservations, payment requirements, deadlines, and conditions of reservations

Arrange Meet and Greets as required

Manage allocations

Manage rooming lists deadlines

Documentation Management of all Reservations:·         Itinerary planning and layout·         Compile travel packs for clients·         Vouchers·         Rooming lists·         Filing

Handling and escalating client complaints

Manage MOD phone and queries as required

Tour Guide Liaison:

Book tour guides services as required

Ensure guide is briefed with regards to client requirements, and highlight any special needs/requirements of clients

Ensure correct selection of guide based on:·         Cultural background of group·         Age group of travellers and guide·         Language requirements·         Ability of guide

Client Care:

Maintain contact with client during period of travel

Maintain contact with tour guides throughout tour

Manage client complaints and emergencies

Maintain contact with agents

Obtain feedback from agent following client departure

Payments & Account Queries:

Ensure that clients invoiced for all services and invoices provided to clients timeously.

Manage payments and Account queries

Follow up on payments

Liaise with Finance department with regards to queries

Ensure payment conditions are strictly adhered to

Keep Team Manager informed of possible problems

Arrange pre-payments

Financial Reporting:

Explanation of variances

Margin Management (high & low)

Reconciling of files

Administration:

Full understanding and follow-through of all divisional procedures and policies.

Submit timeous reports as requested and adhere to deadlines

Maintain complete confidentiality with all company intellectual capital

Ensure that all documentation has been filed and that files are updated

Client Relationships:

Ensure client expectations are met, and the highest delivery of service is driven through the business.

Ensure that clients are offered the best available price and product.

Build and retain relationships with clients

Always ensure effective communication with clients.

Ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.

Follow-up with clients and any leads

Supplier Relationships:

Commitment to and building relationships with preferred partners.

Ensure that the best rates are always negotiated and secured.

Understanding supplier products.

Establishing best product.

Personal development on destinations and products.

Actively source new products and creative ideas

Teamwork:

Build and maintain good relationships within the team.

Pro-actively get involved.

Assist in areas of expertise.

Flexibility to assist colleagues out of normal office hours, when and if required.

Learning & Development:

Continuously develop product knowledge, attend industry events/seminars/conferences, and participate in supplier workshops, educationals and trade shows.

Keep abreast of industry trends

Attend all internal training interventions

Requirements:

Matric / Grade 12

Inbound Tourism industry experience

Experience in Ad hoc Groups and Incentive Groups

Experience in quoting ad hoc groups and incentives groups

Travel & Tourism qualification would be preferable

Tourplan knowledge and execution

Knowledge of customers’ needs

Ability to negotiate with suppliers for availability and rates

Excellent South African and Regional geographic knowledge

Strong product knowledge

Strong logistical knowledge

Attention to detail is essential

A mature approach when dealing with people

Capacity for dealing with employers and workers at all levels

Confidentiality, tact and discretion when dealing with people

Excellent planning, organisational, and analytical skills

Good verbal and written communication skills

Integrity and Honesty

Good interpersonal skills

Good problem-solving skills

Negotiation and liaison ability

Research skills