Available Vacancies at Wilderness

Key Responsibilities:

Familiarisation Trips

• Feedback forms follow up after trips
• External Newsletter adding summarized feedback and images
• Arrange feedback sessions with the group

Internal newsletter

• Assist with updating & distribution of the internal newsletter

External Newsletter

• Complete brief to marketing
• Complete General updates / Specials / Feedback from a field
• Assist with content for features Wetu & Itrvl

Workshops, presentations & supplier functions

• Invite selected suppliers and communicate workshop & presentation details.
• Co-ordinate and run online workshops and product updates together with Product Destinations Manager.
• Physical workshops and training sessions, responsible for the workshop setup, invites, communication with suppliers, timekeeping during the workshop and arranging for snacks together with Product Destinations Manager.
• Attend presentations/workshops and gather information
• Supplier function set up and invitation

SRM / Wilderness Window

• To update and maintain supplier information with guidance from the AP team.
• Create supplier login details & follow up with suppliers to update all information.
• Track acceptance of DMC/Supplier agreements and implement follow-up process
• Maintenance of AP documents under info centre in WW.

PI connections

• To follow up with suppliers on API Connections in Wilderness Window and other areas of API connections.

Supplier closures & rate changes communication

• Extract quotes and bookings based on rate changes
• Communication changes and details internally with reservations

Finance

• Follow up with finance on delayed supplier payments together with Product Manager.

Legal process

• Follow up with Supplier on insurance documents/contracts
• Follow up on insurance requirements with Tours/transfer supplier and approval from Legal Team

Supplier Relationships

• Responsible for contracting, relationship building and maintenance of Wilderness Window for suppliers under the category “other”
• Attending Supplier meetings

Skill Set - Qualifications - Experience:

Skill Set:

• Good working knowledge of Excel.
• Excellent communication skills and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work with internal AP Product Buyers, Reservations Manager, RARA, Finance.
• Ability to work with external AP Suppliers.
• Proficiency in Microsoft Office suite.
• Willingness to travel within designated region as needed.
• Proven English literacy – read, write and speak fluently.

 Qualifications / Experience:

• Tertiary qualification in a relevant field.
• 5 or more years’ experience in the travel & tourism industry with exposure to suppliers in Southern Africa preferably in operations or in product development.
• Extensive product knowledge on Southern Africa. East Africa knowledge would be a bonus.
• Experience in the travel and tourism industry preferred.

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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.
• Keep updated with all Product updates, as well as technology update
• Attend all 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

 Key Responsibilities

• Ensuring all bookings confirmed in the Wilderness Window have a booking  confirmation which include all the relevant documentation ( Invoices, Country Info, Guest Information form, Aircraft Indemnity Forms ) attached to them.
• Ensuring all 3rd party services have been booked and the relevant confirmations have been received       from the suppliers.
•  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
• On receipt of confirmed bookings from Travel Designer – check for any discrepancies between the voucher and the suppliers invoice and that all information is saved in the system.
• Update the system with all guest info 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.
• Ensure all invoices are given to creditors timeously for payments and that the applicable due dates are met 
• 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 of all services - ensuring this is done on accordance with the current reservations policies.
• Accuracy when compiling booking documents, including document packs when required for distribution.
• Maintain booking file (electronically) which has been processed by the Travel Designer.

Candidate profile 

Qualification:   

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

 Experience:  

• 2-3 years’ experience at an Intermediate 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.  

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Detailed Responsibilities

Bookings:

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Liaise with the Reservations Manager on booking issues, managing all the changes and adding any developments to the booking to ensure that the client’s trip is booked and planned perfectly.
• Ensuring all relevant systems are updated i.e.: Wilderness Window, WISH, TourPlan and any other internal systems not mentioned.
• Handle Accommodation, flights transfer & touring bookings.
• Book relevant tickets as required.
• Book relevant accommodation for early-morning/ late-night pick-ups and drop offs.
• Ensure all booking details pull through accordingly once confirmation emails are received.
• Handle queries from Agents on various matters.
• Process any additional changes/updates after confirmation to the itinerary.
• Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents are in order.

Communication:

• 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.
• Build relationships with Operations Specialist.
• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) 
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.

Quoting bookings – Design, develop and plan guests’ 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 specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• Understand the agents/guests needs in each booking.
• 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.
• Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held.
• Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP margins per booking.
• Keep agent booking information updated in the ARM (likes/dislikes – booking habits etc.) 
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.

Confirmed Bookings in accordance with company procedures:

• 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 working closing with the Reservations Operations Manager – Americas JHB or CPT.
• Ensure that the deposit requirements in the 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.
• Review guest travel docs completed in conjunction with the operations team support.
• All required travel information to be obtained from the Agent uploaded into the Window e.g., bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.

General:

• Attending relevant familiarisation trips.
• Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.

CANDIDATE PROFILE

Qualification:

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

Experience:                    

• 4-6 years with Senior experience in handling customer relationships and developing & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of South Africa, specifically Cape Town, Garden Route & Safari Destinations and Southern Africa, specifically Zambia, Zimbabwe, Botswana & Namibia and East Africa, specifically Zanzibar, Tanzania, Kenya, Rwanda, Uganda.
• Personal or educational travel experience in the above areas advantageous.
• Knowledge of Mozambique, Mauritius and Seychelles, an added advantage
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of Wilderness Window, TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.