Senior Operations Specialist - Private Guides at Wilderness

Responsibilities

Develop stakeholder relationships

• Liaise with travel designers on all bookings in an operational capacity
• Communicate continuous with suppliers and internal sales support teams which includes trust and excellent support

 General

• Keep all booking information updated in the system ensuring CRM is continually up to date.
• Add all special requests from the agent into WW e.g. honeymoon, birders, dietaries, ages etc.
• Advise RARA if rates are not loaded or correctly linked on the WW once booking is handed over and any new discrepancies are found after confirmation.
• Keep updated with all WS and AP product updates, as well as technology updates
• Attend all WS and AP 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

 Booking Operations

• Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements as mentioned above, ensuring that cancelled space has indeed been cancelled
• Receive a confirmed booking from Travel Designer including special requests e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent. Ensure all service lines are loaded correctly in the WW
• On receipt of confirmed bookings from Travel Designer – check for any discrepancies between the voucher in TP and the suppliers invoice and that all information is saved in WW.
• Update and review all information in WW match the supplier documents (only Tourplan and WISH where necessary)
• Ensure all AP invoices are given to creditors timeously for deposit payments and that the applicable due dates are met
• Review deposit report on receipt of payment from agents in order to reconfirm all supplier services
•   Follow up with the agents for outstanding – this function will be performed by one operations specialist per team (once all teams are fully staffed and operational)
• Highlight all VIP guests to the Res Operations Manager to ensure all special value adds available can be added to the booking.
• For special needs/high risk guests, follow the customer care protocol and ensure all parties are informed of their requirements during their planned journey
• Reconfirm all services as per the Wilderness Terms & Conditions - ensuring this is done on accordance with the current reservations policies.
• Maintain booking file (electronically) which has been processed by the Travel Designer (i.e. AP correspondence and invoices and ensure all documents are uploaded in the WW – Obtained from outlook Cluster boxes set up by Travel Designer
• Check details to outstanding voucher in TP and authorise for payment once money is on file. Highlight any discrepancies with the Operations Manager to review with the Reservations Manager.
• Where required, produce accurate document packs including itinerary material like labels, checklists etc.
• Arrange welcome letters for guests and send to suppliers
• Accuracy when compiling document packs when required for distribution
• Present doc packs to the travel designer for final review
• Once doc pack is approved, prepare packaging, labelling and delivery (where necessary, preferably added to a Meet & Greet service)
• Complete electronic version of the travel itinerary confirmed with times, flight details and contact details of properties and guides
• Pre-tour information - verify and edit info where necessary to accommodate the itinerary
• Arrange gifts (where required) ad hoc or team dependent.
• Reconfirmation of all services in the booking to AP suppliers

Once guests are travelling

• Refer complaints that could negatively affect long-term relationships, or that can result in legal action being taken against WS to the relevant Managers or to help find appropriate solution
• Flag complaints that can be resolved on the ground whilst guests are in country, using both feedback from Customer Care, concierge or agent feedback.
• Feedback to all properties where guests are due to travel to mitigate complaints down the line.
• Qualify guests' expectations when complaints are made and if they are requiring refunds or FOC services and communicate options to Travel designers to present to agents
• Electronically file and archive travelled booking files 6 months after date of travel

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, Internet)
• Proven English literacy.
• Working knowledge of TourPlan and WISH or similar booking/operating system.  General product knowledge on Southern & East Africa.
• Personal or educational travel experience advantageous.
• Excellent attention to detail.