- Sandton
- Salary: Market Related
- Job Type: Permanent
- Sectors: Sales Travel & Tourism
- Reference: 97287
Vacancy Details
Employer: Wilderness
Primary Purpose
The Owned Brands Staff Travel Consultant is responsible for managing and completing the booking confirmation process on the Wilderness Window. They play a crucial role in ensuring the accuracy and financial health of each booking.
The specialist will work towards fostering and building strong relationships with suppliers as well as Owned Agencies staff in all regions, strengthening the bonds and partnerships. Additionally, they will communicate and deliver exceptional service to all stakeholders involved. The consultant’s main focus will be on perfecting all intricate details of the booking to elevate and enhance the experience of the traveller.
The ideal candidate should possess excellent knowledge and a good geographical understanding of all Southern and East African destinations. Furthermore, they should have a deep understanding of day-to-day regional logistics and in-depth supplier knowledge to maximize the mutually beneficial relationship with our Associated Product partners.
The below job description is not exhaustive and may be subject to change and addition as per the requirements of the company.
Responsibilities
- Develop stakeholder relationships
- Liaise with Owned Brands’ managers regarding all staff travel needs and executives regarding their travel needs.
- Communicate continuously with suppliers and internal sales, the product team and operations support teams to build trust and excellent relationships.
- General
- Keep all booking information updated in the system ensuring CRM is continually up to date.
- Keep updated with all Wilderness and Associated product updates, as well as technology updates
- Attend all Wilderness and Associated Product training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process
- Keep abreast with company policies, procedures and system updates
- The Booking Ownership & confirmed bookings in accordance with company procedures
- Quote on bookings for all Owned Brands staff travel
- Request and negotiate rates from suppliers
- On receipt of confirmed bookings, check that all arrival and departure dates are correct and correspond in the Wilderness Window.
- Update and review all information in the itinerary and ensure that what is in the Wilderness Window matches the supplier documents .
- Check for any discrepancies between the voucher and the suppliers’ invoice, and that all necessary information is saved in the Wilderness Window.
- Advise RARA of new properties and DMCs to be loaded onto the Wilderness Window
- Advise RARA of any service lines, overrides and currencies that need updating
- Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the Wilderness Window for any changes that come up post confirmation that requires addition into the booking.
- Manage and complete booking confirmation process on Wilderness Window platform
- Ensure accuracy and financial health of each booking.
- Foster and build strong relationships with suppliers and staff in the Owned brands team and management.
- Maintain in-depth supplier knowledge to maximize the mutually beneficial relationship with Associated Product partners.
- Liaise with the Operations Manager on booking issues, managing all the changes and adding any developments from the Ops specialists to the booking to ensure that the employee trip is booked and planned perfectly.
- Continuous communication and excellent service delivery to the Ops specialist at all times.
- Strengthen the bond and partnership with stakeholders through effective communication and exceptional service, ad hoc attending relevant familarisation trips (if and when required).
- Focus on perfecting all intricate details of the booking process to enhance the staff experience.
- Delivering the booking quickly, and perfectly – ensuring all suppliers are in sync with what was booked. Taking ownership of the integrity of the booking.
- Once booking confirms, booking handed over to the Operations Specialist to action.
- Confirm all services required and to cancel those services not needed in the system and relevant Associates Product provider.
- Create the automated deposit invoice including all services that are confirmed, ensure bookings are not exposed on the TFS reports.
- Manage the new confirmations with speed, convert provisional on the Wilderness Window into confirmed status
- Escalate all suppliers with Res managers or product managers should there be any issues in the supplier service delivery.
- Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.
- Attend all WS and Associated Product training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process.
- Keep apprised of company policies, procedures and system updates.
- Ensure that the deposit requirements in the Wilderness Window match what the Associated Product advises on the quote to mitigate exposure risk in each booking.
- Process any additional changes/updates after confirmation to the itinerary.
- Maintain booking file (electronically) incl. Agent correspondence, Associated Product correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents can by uploaded to the WW by the Operations Specialist.
- Identify and obtain all relevant information for passing a credit note as required and authorised with Operations Manager. Ensuring this been applied correctly.
- Confirm that all services not required have been cancelled prior to invoicing final invoice.
- Highlight all VIP guests to the relevant Managers (reservations and sales) once qualified and advise on reasoning for VIP status.
CANDIDATE PROFILE
Qualification:-
- Matric certificate – with maths (minimum standard grade or above)
- Tertiary certificate in Travel & Tourism/hospitality.
Experience:-
- 4-5 years’ experience at a Senior level.
- Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
- Computer Literate (Microsoft Office, Email, Teams, Internet browsers)
- Proven English literacy.
- Working knowledge of TourPlan and WISH or similar booking/operating system.
- General product knowledge on Southern and East Africa.
- Personal or educational travel experience advantageous
Skills:-
- Excellent communication skills in English, both written and oral
- Excellent attention to detail and accuracy in data capturing.
- Foreign language skills advantageous.
Personal Abilities:-
- Team worker, service and result oriented
- Precise, organised and good communication skills
- Ability to work under pressure without compromising accuracy.
- Ability to pace oneself and prioritise demands.
- Team worker and ability to interface with various departments.
- Good follow up skills.
- Consistent approach to quality and output.
- Good administrator and professional in all dealings.
- Dedicated to customer satisfaction and wanting to “go the extra mile”.
- Self-starter with high energy levels.
- Attention to detail
- Able to work independently
- Have a sense of urgency
Interests:-
A passion for wildlife and a commitment to sustainability and conservation and can relate personally to “Our journeys change lives”
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