Position: Groups & Group Series Specialist

Location: Bryanston, Johannesburg

Type: Office Based

Salary Offered: Competitive and dependant on relevant experience

Criteria:

• Matric / Grade 12
• 3 – 5  years Inbound Tourism industry experience
• Experience in Groups & Group Series
• Understanding complex and detailed costing and itineraries for groups
• Travel & Tourism qualification would be preferable
• Tourplan knowledge and execution would be preferable
• Knowledge of customers’ needs / experience dealing with the German market would be preferable
• Excellent South African and Regional geographic knowledge
• Strong logistical knowledge

Competency:

• 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
• Good interpersonal skills
• Good Problem solving skills
• Negotiation and liaison ability
• Research skills

Responsibilities:

QUOTING & RESERVATIONS

• Reservations of all services requested by clients
• Acknowledge receipt of written requests received from agents
• Assess client needs in terms of special interests, special needs, and affordability/budget
• Respond to written requests and provide written confirmations
• Quoting of all services requested by clients within the required turnaround time
• 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

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• Ensure that clients invoiced for all services and invoices provided to clients timeously
• Manage payments and Account queries
• Book tour guides services as required
• Manage MOD phone and queries as required

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

ADMINISTRATION

• Full understanding and follow-through of all divisional procedures and policies.
• Submit timeous reports as requested and adhere to deadlines.

CLIENT RELATIONSHIPS

• To ensure client expectations are met and the highest delivery of service is driven through the business.
• To ensure that clients are offered the best available price and product.
• To build and retain relationships with clients
• To ensure effective communication with clients at all times.
• To ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.

SUPPLIER RELATIONSHIPS

• Ensure that the best rates are always negotiated and secured.
• Understanding supplier products.
• Establishing best product.
• Personal development on destinations and products.

TEAM WORK

• 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