Groups & Incentives Product & Operations Consultant at andBeyond

KEY OUTPUTS:

Clients, Guests and Suppliers

• Actively work at improving information flow to all key Suppliers via the MOS
• Assisting consultants in advising clients on all product related queries
• Negotiate preferential rates with suppliers and specialised terms for group bookings
• Implement secondary buying with the groups team to increase margin
• Must be able to oversee and conduct on-site inspections with clients and assist in the coordination of traveling groups on location.
• Offer proactive support to the Groups & Incentives team, assisting with overall operations of traveling files.
• Ensure compliance with country travel restrictions is in place when assisting with the administration, planning, and execution of traveling groups.
• Provide feedback and recommendations to the Groups Reservations Manager to improve guest experiences and customer service.

Sourcing new product

• Continuously drive the finding and development of compelling new group product, experiences and packages
• Proactively and continuously stay updated on product in all regions where products are required for groups
• Research and curate a selection of group gifting options tailored to each destination
• Maintain strong relationships with 3rd party partners and ensure suppliers adhere to service level standards – approved or not
• Travel to stay in touch with product and region

People

• Work closely with the Groups & Incentives Reservations Manager to maintain a strong commercial focus, ensuring all files are profitable and margins remain in line with &Beyond guidelines
• Active management and thorough review of files to ensure all quality control measures are implemented, ensuring seamless itinerary operations before, during, and after the trip is in accordance with operating procedures.
• Work closely with the Product Manager in sourcing Group specific accommodation and activities

Rate and supplier negotiations:

• Work closely with the Product Manager with all rate negotiations for Groups
• Ensure that all rate negotiations proceed to procure better rates to increase turnover, margins and competitiveness
• Ensure negotiation of special offers, value ads for groups if possible
• Ensure we have the best rates relative to the amount of business provide our suppliers
• Ensure that relevant negotiations account for and minimise the potential risks on &Beyond when contracting with 3rd parties and agents while collaborating with the Product Manager and Groups & Incentives Reservations Manager
• Work closely with the Product Manager to ensure we have all the relevant and updated “In the Know” information on our approved suppliers at all times
• Ensure the negotiating of all third-party associations with &Beyond lodges such as vehicle transfer rates, regional charter flights, additional activities etc.

Finance

• Back buy opportunities are created to increase the Margins where possible.
• Ensure through strong commercial focus that all files are profitable and that margins remain in line with &Beyond guidelines and immediately bring to attention of Groups & Incentives Reservations Manager any errors resulting in loss of margin through consultant or supplier error
• Work closely with the Groups & Incentives Reservations Manager and Operations Manager on completing month end processes and procedures complying to the month end timetable

KNOWLEDGE REQUIRED:

• In-depth knowledge of the tourism industry, including travel industry channels, current trends, destination management, and customer expectations
• In-depth geographical, logistical and product knowledge of South, Southern and East Africa
• Previous management and/or supervisory experience
• Extensive sales experience in the groups and incentives area of the market

QUALIFICATIONS REQUIRED:

• At least 7 years’ experience in group operations within inbound tour operations in the hospitality/tourism industry
• Hands-on experience in on-the-ground group management, including travelling with groups

SKILLS REQUIRED:

• Good understanding of terms and conditions, product knowledge, general knowledge, third-party and &Beyond product destinations
• Understanding of travel industry channels
• Excellent computer skills including:
• Extensive knowledge of Tourplan preferred. Alternatively, another reservations system
• MS Office applications such as Excel (essential), Word, PowerPoint and Outlook
• CRM experience advantageous
• WETU and other related systems
• Experience with availability and web reporting portals
• Organization and time management skills - experience in delivering results in a fast-paced performance-orientated environment.
• Excellent communication skills (E.g. verbal, written, reporting and body language)
• E-commerce (Booking platforms e.g. OTA’s)
• Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor)
• New business development
• Understanding of quantitative and qualitative data analysis and being able to make decisions based on these analyses
• Problem-solving skills
• Negotiation skills
• Experiential Creativity (Crafting Experiences)
• Yielding
• Guest/Client Delight
• Financial analysis, modelling and management

PERSONAL ATTRIBUTES:

• A passion for delivering service excellence
• Excellent communication skills (E.g. verbal, written, reporting and body language)
• Time management
• Teamwork and interpersonal skills
• Conflict management and resolution
• Attention to detail
• Administration and organization skills
• Event coordination and set up requirements
• Printing and binding of documentation
• Speed Reading and Typing
• Project management
• Memory Skills
• Self-Awareness