Current Job Vacancies at Wilderness

Detailed Responsibilities

Develop relationships with the Sales Agents

• Generate and grow sales by securing, costing, and presenting journeys to Sales agents in a timely manner
• Foster and build strong relationships with Sales agents to strengthen the bond and partnership, attending relevant familiarization trips with agents (if and when required).
• Deliver a speedy service to Sales agents, ensuring efficient communication and meeting tight deadlines.
• Demonstrate a strong focus on sales and be equally invested in the success of each booking.
• 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.

The Sale

• Manage the new request from the Sales agent, from quote to prov on the WW align the booking to client ready to confirm in the fastest possible time whilst maintaining the booking integrity on itrvl.
• Quote accurately and timorously keeping in mind our strategic and preferred AP and up sell where possible to benefit both teams.
• Build strong connections with all supplier reservations teams, nurture these relationships in order to help get more benefits when engaging regularly with them.
• Maximize the mutually beneficial relationship with AP partners, their lodges/camps, and areas they are located.
• Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• For special needs/high risk guests, Flag concerns with the WS24 incident management teams and follow protocol to ensure the guests are safe to travel in the planned journey.
• Streamline the sales negotiations by also reducing dead beds, wait list chasing and maximising camp yield during the provisional stage of the booking process, where possible up sell to Wilderness camps thus increasing GP per booking.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW.
• Where issues are with itrvl, raise concerns with the Wilderness itrvl integration specialist.
• Understand the sales agents needs in each booking – including urgency of replies, if email does not help clarify first before calling the sales agent.
• Have an excellent understanding of the sales agencies preferred supplier list and great product knowledge to apply speedy turnaround for alternatives at play to help secure the deal effectively.
• Follow up on all outstanding provisional bookings with the sales agents, consistently understanding the yield implication of provisional space held.
• Follow up on daily WISH/WW expiry reports on the WW dashboard with the sales agents ensuring no bookings are auto released and bookings are managed effectively.
• Maintain the booking prov in the WW with all relevant documents uploaded in the booking file together with all information passed on about the guest at this stage of the booking process.
• For all provisional, correspond with relevant suppliers to effectively hold space, room types, flights and where possible use online facilities to maximize the response times.
• Escalate all suppliers with Res managers or product managers should there be any issue in the supplier service delivery.
• Handle all prov changes efficiently and constantly communicating with the sales agents on the status of all the open bookings.
• Once clients have paid the deposit in itrvl for the trip held, ensure the prov booking matches the excel with all the specials offers applied, correct room types, correct flights held to connect a seamless journey before handing over to the Journey Specialist for confirmation.  

Product Knowledge

• Possess excellent knowledge and intimate geographical understanding of all Southern and East African destinations.
• Stay up-to-date with day-to-day regional logistics and industry trends.
• Maintain in-depth supplier knowledge to provide accurate and valuable information to Sales agents and clients.
• Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates on how it’s booked on the WW.
• Have a detailed understanding of the strategic and preferred suppliers, have intimate knowledge of their deals, specials and packages – know how to negotiate and incorporate these benefits into rate reductions for the client but not compromising the elevated guest experience.
• Continuously update and enhance product knowledge through training and research.

General

• Participate in industry events, trade shows, and familiarization trips as required.
• Keep apprised of company policies, procedures and system updates.
• Embrace a culture of continuous learning and improvement, actively seeking feedback and implementing suggestions for personal and professional growth.

Candidate profile

Qualification:              

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

Experience:                

• 4-5 years’ with Senior experience in handling customer relationships and developing. & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of Southern and East Africa.  
• Personal or educational travel experience is advantageous.
• Knowledge of Mozambique, Mauritius and Seychelles, an added advantage.
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word).
• Working knowledge of TourPlan and WETU or similar booking/operating system.  
• Excellent attention to detail.

go to method of application »

Detailed Responsibilities

Develop relationships with the UK Operations Specialists

• Take over file from TD at prov stage ready to be confirmed.
• Manage and complete booking confirmation process on Wilderness Window platform.
• Ensure accuracy and financial health of each booking.
• Foster and build strong relationships with TD and UK Ops specialists.
• Maintain in-depth supplier knowledge to maximize the mutually beneficial relationship with AP partners.
• Liaise with the Reservations Manager on booking issues, managing all the changes, and adding any developments from the ops specialist to the booking to ensure that the client’s trip is booked and planned perfectly.
• Continuous communication and excellent service delivery to the Ops specialist at all times.
• Strengthen the bond and partnership with stakeholders through effective communication and exceptional service, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with Ops specialist (if and when required).
• Focus on perfecting all intricate details of the booking process to enhance the guests' experience.
• A real pride can be taken in delivering the booking quickly, and perfectly – ensuring all suppliers are in sync with what was sold. Booking ownership and integrity is vital as well as effective communication with colleagues in the UK Ops team.

The Booking Ownership & confirmation of booking in accordance with company procedures

• Once sales confirm a booking in writing, a deposit invoice is to be sent and booking handed over to the Operations Specialist to action final checks & issue the client confirmation.
•   Once payment is receipted, confirm all services required and cancel those services not needed in the system with the 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.
• Manage the new confirmations handed over by the Travel Designer with speed, convert provisional on the WW into confirmed status based on all added information from Ops specialists whilst maintaining the booking integrity on itrvl.
• Working with UK Ops to ensure that the clients trip is booked and planned perfectly. Use this skill to build strong connections with all supplier reservations teams, nurture these relationships in order to help get more benefits when engaging regularly with them.
• Ensure the applicable specials are loaded correctly and confirmed by the supplier
• For special needs/high risk guests, Flag concerns with the WS24 incident management teams and follow protocol to ensure the guests are safe to travel in the planned journey.
• Escalate all suppliers with Res managers or product managers should there be any issue in the supplier service delivery.
• Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology updates.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW for any changes that come up post confirmation that requires addition into the booking.
• Attend all WS and AP 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.
• 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.
• Pay all supplier, ensure all payments are instructed in WW even on terms for deposits & balance via WW (finance process)
• Check that Supplier invoices in order, i.e. billing address correct, supplier bank details reflecting on invoice, invoice amounts matching
• Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents are uploaded.
• Identify and obtain all relevant information for passing a credit note as required and authorised with Reservations & MU Payments Manager. Ensuring this been applied correctly.
• Confirm that all services not required have been cancelled 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.

Candidate profile

 Qualification:

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism/hospitality is advantageous.
• Experience: 4-5 years with Senior experience in handling customer relationships and developing & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of Southern and East Africa.
• Personal or educational travel experience is advantageous.
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.
• Skills & Abilities: Dynamic, detail orientated, organised and excellent communication skills.
• Remain steady in busy environment and consistent with output, task driven
• Ability to problem solve without compromising accuracy and prioritise changes.
• Driven to offer high quality service levels, strong time management
• Highly detailed product knowledge – vital for speed in presenting alternatives
• Strong financial skills, self-starter with high integrity level and ethical conduct

go to method of application »

Detailed 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:                    

• 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.

go to method of application »

Detailed Responsibilities

Develop relationships with the UK Operations Specialists

• Take over file from TD at prov stage ready to be confirmed.
• Manage and complete booking confirmation process on Wilderness Window platform.
• Ensure accuracy and financial health of each booking.
• Foster and build strong relationships with TD and UK Ops specialists.
• Maintain in-depth supplier knowledge to maximize the mutually beneficial relationship with AP partners.
• Liaise with the Reservations Manager on booking issues, managing all the changes, and adding any developments from the ops specialist to the booking to ensure that the client’s trip is booked and planned perfectly.
• Continuous communication and excellent service delivery to the Ops specialist at all times.
• Strengthen the bond and partnership with stakeholders through effective communication and exceptional service, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with Ops specialist (if and when required).
• Focus on perfecting all intricate details of the booking process to enhance the guests' experience.
• A real pride can be taken in delivering the booking quickly, and perfectly – ensuring all suppliers are in sync with what was sold. Booking ownership and integrity is vital as well as effective communication with colleagues in the UK Ops team.

The Booking Ownership & confirmation of booking in accordance with company procedures

• Once sales confirm a booking in writing, a deposit invoice is to be sent and booking handed over to the Operations Specialist to action final checks & issue the client confirmation.
•   Once payment is receipted, confirm all services required and cancel those services not needed in the system with the 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.
• Manage the new confirmations handed over by the Travel Designer with speed, convert provisional on the WW into confirmed status based on all added information from Ops specialists whilst maintaining the booking integrity on itrvl.
• Working with UK Ops to ensure that the clients trip is booked and planned perfectly. Use this skill to build strong connections with all supplier reservations teams, nurture these relationships in order to help get more benefits when engaging regularly with them.
• Ensure the applicable specials are loaded correctly and confirmed by the supplier
• For special needs/high risk guests, Flag concerns with the WS24 incident management teams and follow protocol to ensure the guests are safe to travel in the planned journey.
• Escalate all suppliers with Res managers or product managers should there be any issue in the supplier service delivery.
• Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology updates.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW for any changes that come up post confirmation that requires addition into the booking.
• Attend all WS and AP 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.
• 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.
• Pay all supplier, ensure all payments are instructed in WW even on terms for deposits & balance via WW (finance process)
• Check that Supplier invoices in order, i.e. billing address correct, supplier bank details reflecting on invoice, invoice amounts matching
• Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents are uploaded.
• Identify and obtain all relevant information for passing a credit note as required and authorised with Reservations & MU Payments Manager. Ensuring this been applied correctly.
• Confirm that all services not required have been cancelled 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.

Candidate profile

 Qualification:

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism/hospitality is advantageous.
• Experience: 4-5 years with Senior experience in handling customer relationships and developing & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of Southern and East Africa.
• Personal or educational travel experience is advantageous.
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.
• Skills & Abilities: Dynamic, detail orientated, organised and excellent communication skills.
• Remain steady in busy environment and consistent with output, task driven
• Ability to problem solve without compromising accuracy and prioritise changes.
• Driven to offer high quality service levels, strong time management
• Highly detailed product knowledge – vital for speed in presenting alternatives
• Strong financial skills, self-starter with high integrity level and ethical conduct

go to method of application »

Detailed Responsibilities

• Create seamless service delivery through regular correspondence with guests during their stay. Delighting them with high attention while focusing on the intricacies of the guest's journey.
• Maintain effective communication with all journey stakeholders to ensure a smooth & friendly service delivery whilst ensuring all requirements are communicated effectively and efficiently.
• Deal promptly, efficiently, and pleasantly with any queries and resolve guest queries.
• Operating according to and in compliance with Wilderness standards of operations, company policies and procedures and code of conduct.
• Offer highly personalised guest touch-points which generate significant real and perceived value through strong relationships with trade partners.
• Have extensive knowledge of all regions we package, attending all training sessions and site inspections where necessary.
• Analyse guest feedback and provide solutions to ensure continuous improvement towards guest satisfaction and thus positively impacting future travel.

CANDIDATE PROFILE

Qualification:

• Matric certificate – with Maths 
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:                  

• Min 5 years’ experience at a Senior level in Reservations managing guest relations/camp operations
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.  
• Previous camp experience beneficial
• Computer Literate (Microsoft Office, email, Internet).
• Proven English literacy.   
• Working knowledge of TourPlan and WISH or similar booking/operating system. 
• General destination knowledge on Southern & East Africa.   
• Personal and work travel experience in Southern and East Africa.  
• Problem solver and good with guest interaction.
• Excellent attention to detail.

go to method of application »

Detailed Responsibilities

Develop relationships with the Sales Agents

• Generate and grow sales by securing, costing, and presenting journeys to Sales agents in a timely manner
• Foster and build strong relationships with Sales agents to strengthen the bond and partnership, attending relevant familiarization trips with agents (if and when required).
• Deliver a speedy service to Sales agents, ensuring efficient communication and meeting tight deadlines.
• Demonstrate a strong focus on sales and be equally invested in the success of each booking.
• 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.

The Sale

• Manage the new request from the Sales agent, from quote to prov on the WW align the booking to client ready to confirm in the fastest possible time whilst maintaining the booking integrity on itrvl.
• Quote accurately and timorously keeping in mind our strategic and preferred AP and up sell where possible to benefit both teams.
• Build strong connections with all supplier reservations teams, nurture these relationships in order to help get more benefits when engaging regularly with them.
• Maximize the mutually beneficial relationship with AP partners, their lodges/camps, and areas they are located.
• Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• For special needs/high risk guests, Flag concerns with the WS24 incident management teams and follow protocol to ensure the guests are safe to travel in the planned journey.
• Streamline the sales negotiations by also reducing dead beds, wait list chasing and maximising camp yield during the provisional stage of the booking process, where possible up sell to Wilderness camps thus increasing GP per booking.
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW.
• Where issues are with itrvl, raise concerns with the Wilderness itrvl integration specialist.
• Understand the sales agents needs in each booking – including urgency of replies, if email does not help clarify first before calling the sales agent.
• Have an excellent understanding of the sales agencies preferred supplier list and great product knowledge to apply speedy turnaround for alternatives at play to help secure the deal effectively.
• Follow up on all outstanding provisional bookings with the sales agents, consistently understanding the yield implication of provisional space held.
• Follow up on daily WISH/WW expiry reports on the WW dashboard with the sales agents ensuring no bookings are auto released and bookings are managed effectively.
• Maintain the booking prov in the WW with all relevant documents uploaded in the booking file together with all information passed on about the guest at this stage of the booking process.
• For all provisional, correspond with relevant suppliers to effectively hold space, room types, flights and where possible use online facilities to maximize the response times.
• Escalate all suppliers with Res managers or product managers should there be any issue in the supplier service delivery.
• Handle all prov changes efficiently and constantly communicating with the sales agents on the status of all the open bookings.
• Once clients have paid the deposit in itrvl for the trip held, ensure the prov booking matches the excel with all the specials offers applied, correct room types, correct flights held to connect a seamless journey before handing over to the Journey Specialist for confirmation.  

Product Knowledge

• Possess excellent knowledge and intimate geographical understanding of all Southern and East African destinations.
• Stay up-to-date with day-to-day regional logistics and industry trends.
• Maintain in-depth supplier knowledge to provide accurate and valuable information to Sales agents and clients.
• Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates on how it’s booked on the WW.
• Have a detailed understanding of the strategic and preferred suppliers, have intimate knowledge of their deals, specials and packages – know how to negotiate and incorporate these benefits into rate reductions for the client but not compromising the elevated guest experience.
• Continuously update and enhance product knowledge through training and research.

General

• Participate in industry events, trade shows, and familiarization trips as required.
• Keep apprised of company policies, procedures and system updates.
• Embrace a culture of continuous learning and improvement, actively seeking feedback and implementing suggestions for personal and professional growth.

Candidate profile

Qualification:              

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

Experience:                

• 4-5 years’ with Senior experience in handling customer relationships and developing. & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of Southern and East Africa.  
• Personal or educational travel experience is advantageous.
• Knowledge of Mozambique, Mauritius and Seychelles, an added advantage.
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word).
• Working knowledge of TourPlan and WETU or similar booking/operating system.  
• Excellent attention to detail.

go to method of application »

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.