Account Manager - Incentives at Wilderness

Primary Purpose

To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering excellent itineraries to exceed agent & guests' expectations.

To secure, cost and present product to the corporate/agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of all Southern and East African destinations as well as day-to-day regional logistics.

Detailed Responsibilities

Develop relationships with Agents

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Continuous communication and excellent service delivery to agents at all times.
• Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required).

General

• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) Agent Contact information will be updated by Sales/Reservations Operations Managers.
• Keep updated with all Wilderness and Associated Product suppliers, as well as technology updates.
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life-changing journeys for groups.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW.
• Attend all 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.

Quoting bookings – Design, develop and plan incentive group journeys

• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both Wilderness and the agent ensuring relevant information is obtained from the ARM prior to quoting.
• Stipulate and utilize applicable group specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
• Work with the Yield team on maximizing bed nights and margins per booking.
• Strategic planning for group programs constantly adding value and ensuring all quotations, terms and conditions, costs have been double-checked prior to submitting.
• Working on MICE groups and high net worth requests.
• Understand the corporate/agents/guests needs in each booking, if email does not have a clear guidelines a face to face call needs to be set up to ensure the brief is met. Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
• Compiling creative, detailed, well written and eye catching proposals to promote sales
• Product knowledge of what works for groups and being able to offer the unique offering in each destination
• Follow up on all outstanding provisional bookings with the end client, consistently understanding the yield implication of provisional space held on Wilderness Camps (where applicable).
• Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and that bookings are processed efficiently.
• Maintain booking file (electronically) incl. Agent correspondence, AP 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.
• Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP’s per booking.
• Maintaining excellent relationships with clients and suppliers at all time.

Confirmed Bookings in accordance with company procedures

• Once an agent confirms a booking in writing, a deposit invoice is to be sent, an Operations specialist needs to be allocated to work hand in hand with the Account Manager or all operations requirements - Once payment is receipted, confirm all services required and to cancel those services not needed in the system and relevant AP provider.
• Create the automated deposit invoice including all services that are confirmed and need to be delivered in accordance to the agents agreed T&Cs, ensure bookings are not exposed on the TFS reports.
• Ensure that the deposit requirements in Tourplan/WW match what the AP advises on the quote to mitigate exposure risk in each booking.
• Process any additional changes/updates after confirmation to the itinerary.
• All bookings need to be recalculated prior to final invoice to ensure the VAT calculations are correct
• Confirm that all services not required have been cancelled by the Operations Specialist 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.
• All required travel information to be obtained from the Agent and sent to the Operations Specialist e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent. No Incentive group is to travel without all key travel information being captured.
• Review guest travel docs completed in conjunction with the operations team support and ensure details are correct prior to sending out to the agent.
• Create comprehensive and detailed operations documents for internal and client use – this must be created upon booking confirmation and kept up to date throughout the booking journey.
• Ensure all suppliers receive final confirmations, vouchers and operational documents.
• Onsite program management for incentive and specialist groups including regional travel and onsite operation skills.
• Detailed and accurate booking reconciliation to be completed in conjunction with the Operations Team.
• Detail administration of group onsite running.
• Team player and able to fit in with onsite management, being a lead Account Manager is crucial in this position.

Candidate profile:

Qualification:           

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism/hospitality. 

Experience:              

• 6-10 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, Internet)
• Proven English literacy.
• Working knowledge of Tourplan and WISH or similar booking/operating system. 
• General product knowledge on Southern & East Africa.
• Onsite operational experience with incentive and specialist groups in Southern and East Africa.
• Logistical and group management experience. 
• Personal and work travel experience in Southern and East Africa.
• Problem solver and good with guest face-to-face interaction onsite.
• Excellent attention to detail.

Skills:                        

• Excellent communication skills both written and oral, in English.
• Foreign language skills advantageous
• Must be able to work on Excel

Personal Abilities: 

• Creative, 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 of output, service and result orientated.
• Good administrator and professional in all dealings.
• Dedicated to customer satisfaction and wanting to “go the extra mile”. Self-starter with high energy levels.