Group Tour Consultant

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