Senior Inbound Travel Consultant - Westville

2019/12/18 9:07:06 AM
The successful candidate will predominantly consult for one of our biggest UK based customers (and will include other small accounts as well)
The ideal candidate will need to have strong destination / product / selling knowledge and experience on Botswana especially. “The position is responsible for providing quotations and the subsequent travel arrangements for our customers: providing expert, high quality advice, input, recommendations and solutions, tour customers with a service excellence reputation and unique selling proposition (USP).

Our Company Values:
• We develop, grow, motivate and reward people
• We are respectful and value relationships with our people, suppliers, customers and guides and never take credit for efforts that are not our won
• We take responsibility / ownership / accountability / are easy to use and pay attention to detail
• We always offer quality and value
• We want to improve, learn, adapt and not blame
• Our staff have the authority to exceed guest / customer expectations
• We strive for staff satisfaction, happiness and teamwork
• Passionate about delivering wow experiences to our customers and guests
• We have a ‘can do’ attitude and never give up
• We listen, exercise humility, are not defensive and do what we promise

Customer Satisfaction:
• Have a thorough and intimate understanding of your customer(s), their needs, requirements and market they operate in.
• Understand the price wanted by your customer versus what we are delivering – ensure that the products delivered via our resources are sold to your customer in the most efficient manner.
• Personal conversations (via email, phone) with the customer on a regular basis.
• Immediately inform your Department Manager on any issues or incidents that could affect our business or customer in a proactive solution focused manner.
• Vigorous focus on guest feedback, high level report tracking a positive improvement on a month to month basis. Use this information and feed back to our customer, working on the enhancement of guest experiences every day.
• Resolve customer complaints swiftly and professionally within 24 hours.
• Ensure that our customer is kept abreast of any challenges.

Service:
• Adhere to the identified workflow process in order to coordinate the smooth, timeous and efficient delivery of travel arrangements for our guests.
• Provide high quality, prompt and professional service to your customer(s).
• Use Travel Studio fully and effectively, to ensure the most efficient outcomes.
• Report any in-efficiencies or problems you encounter on the systems to your Department Manager and follow through to see a solution.
• Communicate system / product / rate challenges so that they are resolved quickly.
• Take ownership of files and problems and bring solutions to problems.
• Achieve and maintain service excellence –identify specifically per customer their requirements and expectations.

Financial:
• Maintain profit margins as set out by the General Manager - use preferred suppliers, and best available deals and rates. Negotiate to increase the Company’s margin where appropriate.
• Have a clear understanding of the monetary implications of your customer - consistently monitor whether they are producing.
• Increase quote conversations, by chasing up constantly with your customers on bookings not converted.
• Resolve account queries within the period set out by the Accounts department.
• Travel Studio’s to be finalised within the month - accurately.
• Non-debtors to be invoiced timeously and debtor’s statements to be attended to monthly.
• Avoid errors and write-offs by checking profit reports, reconfirming services, checking confirmations against quotes / tariffs, using outlook calendar for diarising release dates.

Productivity Management
• Long, medium and short term planning to ensure that all reasonable internal and external customer deadlines are met, with attention given to planning around peak booking periods.
• Work with your Department Manager to put a calendar plan in place and to track work being done accordingly.
• Dynamic management of your workload and resources to ensure best productivity is achieved.
• Travel Studio used as a tool to continuously improve delivery and efficiencies.

Relationship Management
Customers:
• Maintain excellent relationships with your customer(s) and grow new business from existing business by providing quality service.
• Pro-actively provide ideas and information.
• Intervene, on your customer(s) behalf, to ensure that they are given the best possible options and solutions from suppliers and 3rd parties.
• Maintain the highest quality of written and verbal communication with your customer(s). Send updates and feedback. Grammar and tone to be of a high and professional standard.
• Complaints to be resolved swiftly and professionally.
• Feedback to your customer(s) on the progress of their guests on the ground.
• Ensure that your customers; Department Manager and Customer Success Manager are kept abreast of any challenges and / or problems.
Interpersonal:
• Establish and maintain respectful, positive, confident and effective communication and relationships with people at all levels, both internal and external, and ensure that you deliver what you promise.
• Be part of a harmonious and effective team through diplomatic handling of disagreements and potential conflict.
• Channel problems and complaints correctly.
• Maintain a positive attitude and always respect your colleagues.
• Working as a team to handle daily workload and accomplish goals.
• Maintain and apply ethical business practices.
• Visibly living (talking, displaying, way of life) our company values and using our 5 keys in all conversations (interactions) and decision making.

Personal Development:
• Embrace change and continually practice self-learning for your own development and improvement.
• Continuously learn and practice skills that will contribute to improvement in your role.
• Look for continuous feedback about your own performance through both formal and informal communication with your manager and others.
Minimum Qualification required by the position:
• Grade 12 (essential)
• Related Travel & Tourism Qualification

Minimum Experience and Skills required by the position:
• Minimum 3 years’ related Tourism background
• Solid geographical knowledge of South and Southern Africa
• Experienced in touring, travelling and selling South and Southern Africa
• Strong sales skills and the ability to demonstrate this
• Creative, out of the box thinker
• Effective Problem Solving
• Research, Analysis and Rationalisation
• Reservations Systems
• Change Management
• Time Management and Organisational
• Excellent Computer Skills–Microsoft Word, Excel, Outlook,
• Strong verbal communication skills –a clear and confident speaking voice
• Excellent written and literacy skills – attentive, descriptive, professional and sales orientated
• Logistical planning skills to encourage sales, itinerary planning for our customers as the experts on South and Southern Africa

Personal Attributes
• Believing and living our Company values
• Passionate about the tourism industry, our Company, our customers and guests
• Self-motivated
• Have the initiative to both learn and source information, new concepts and innovative ideas / planning that will close the sale
• Provide high quality and professional services
• Strong team player
• Ability to cope with working in a high-paced environment
• Pays attention to detail
• Is career driven
• Ability to work well and accurately under pressure
• Smart, driven, likable, knowledgeable and lucky

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