Vacancies Available at Wilderness

Detailed Responsibilities:

• Loading / Amending & Checking rates for Associated Product and Wilderness product
• Adding new Creditors
• Loading new service options as & when required
• Maintaining general information saved in the Tourplan
• Communicating to consultants on Tourplan changes
• Adding and maintaining specials to Tourplan
• Loading Exploration
• Setting up new users in all Tourplans.
• Main focus on AP Manual
• Wilderness Window – adhoc functions
• Linking and maintain options & pricing rules in Wilderness Window.
• Assisting in any ad hoc projects as and when required
• Dealing with day-to-day queries via ticket systems

Candidate profile:

Experience

• 6 + years working experience in Tourplan, preferably as a rates administrator
• 6 + years working experience in Tourism.
• Good Wilderness & Associated Product knowledge & understanding logistics of each country we operate in.

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Key Responsibilities:

Training Needs Analysis

• Review strategic business plans and departmental goals to determine skills required for higher sales.
• Prioritise areas that will have the most impact on performance and business outcomes
• Identify and assess training and development needs of employees.
• Develop training programs to address identified needs, monitor and evaluate training effectiveness
• Collaborate with department heads to ensure training aligns with business goals.
• Encourage and reward continuous learning and development among employees.

Training Team Management

• Maintain regular communication with Trainers to ensure they are aligned with the training needs of the company.
• Coordinate and oversee training projects to ensure they are delivered in a structured and effective manner.
• Mantain trainer’s employee lifecycle, to ensure alignment between personal and career goals, developmental areas and performance.
• Identify, develop and implement initiatives to upskill each individual in the training department.

Training Content (Program Design & Development) & Curriculum

Systems

• Develop tailored training solutions for all systems used by the business (e.g., MS, WW, TP, CRM)
• Identify curriculum needed for different roles within the business and create training modules at different growth levels.
• Develop and deliver training sessions, workshops, and e-learning modules.
• Create new onboarding schedules and materials for new starters, linking them to a mentorship-style engagement for the first 6 months.
• Evaluate the productivity and understanding of new and existing staff members in using the systems.
• Continuously assess and update training materials to ensure ongoing development and improvement in staff knowledge and skills.

Wilderness Product

• Develop tailored training solutions for all camps, including curriculum for new, maintenance, and refresher modules.
• Ensure all staff have a thorough knowledge and understanding of camps, destinations, activities, and offerings per country, including USPs.
• Create a library of training material that covers storytelling for each camp and destination, with a focus on engaging and fun content.
• Focus on onboarding training for new starters, setting a strong foundation for increasing knowledge base of all properties.
• Collaborate with sales team to ensure training aligns with core purpose of ROI growth as sales increase.

Destination & Logistics

• Develop and implement tailored training solutions to enhance the knowledge and skills of our TravelShop reservation teams.
• Increase the knowledge base of all employees on the logistics of each destination we operate in and how to build journeys within each destination.
• Monitor and evaluate the effectiveness of training to ensure continuous improvement.
• Collaborate with stakeholders to ensure training aligns with business objectives and goals.

Training Methods, Delivery & Facilitation

• Design, develop, and deliver quality learning and development programmes that meet the learning needs and requirements of employees.
• Apply best practice learning methodologies to create engaging training content.
• Choose appropriate training methods per subject, including milestones and deadlines.
• Manage the Trainers delivery on training sessions and workshops effectively to diverse audiences, incorporating personalized learning paths where necessary.
• Schedule and conduct training sessions, ensuring that they reach the targeted audience/department.

Performance Tracking & Evaluation

• Analyse training data and define methods for measuring training effectiveness, including surveys, assessments, tracking reports and other tools.
• Provide recommendations for improving training programs based on data analysis and feedback from employees.
• Continuously measure the outputs of training programs and make necessary adjustments to improve knowledge sharing, training practices, and methodologies.
• Understand employee engagement in training and identify the value of metrics that result in highly productive teams.
• Collaborate with trainers to identify key performance indicators for training programs.
• Stay current on industry trends and best practices in training and development to continuously improve training programs.

Budget Management

• Ensure adequate support for training programs by identifying the necessary budgets, tools, and programs needed for effective training.
• Create and manage the training budget efficiently to maximise the impact of training initiatives, i.e., costs for materials, training tools, venues, and technology needed for training programs.
• Obtain necessary approvals for training budget allocations.

Stakeholder Engagement

• Work closely with HR, line managers, and other key stakeholders to identify training needs and develop training programs that align with company goals and objectives.
• Collaborate with subject matter experts to design and deliver engaging and effective training programs.
• Develop and maintain a training schedule and ensure that all employees are aware of upcoming training opportunities.
• Collaborate with HR to integrate training programs into the overall employee development and performance management process.
• Provide guidance and support to line managers on how to support employees throughout their employee lifecycle during their training and development journey.
• Ensure that all training programs comply with relevant legislation and regulatory requirements.

Qualifications & Experience:

Skill Set:

• Passion for education and training development.
• Excellent communication and presentation skills.
• Strong attention to detail and ability to work independently and as a team.
• Excellent organisational and time management skills.
• Ability to build relationships with stakeholders at all levels of the business.
• Ability to prioritise and focus on high-impact areas.
• Ability to work effectively with diverse audiences.
• Strong analytical and problem-solving skills.
• Strong people skills, and the ability to manage, inspire and motive a team.

Qualifications / Experience:

• Bachelor's degree in Human Resources, Business Administration, or related field
• Minimum of 7 years of training knowledge, learning and development theory and best practices.
• Strong understanding of adult learning principles and training best practices.
• An understanding of business strategy and sales processes is advantageous.
• An understanding of the travel industry in Southern and East Africa is advantageous.
• Proven track record of developing and implementing effective training programs.
• Familiarity with budgeting/training software or tools.
• Assessor course, advantageous
• Moderator course, advantageous.
• Skills development facilitator (SDF).
• Train the trainer, advantageous.

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Detailed Responsibilities

• 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 familarisation trips with agents (if and when required).
• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
• Keep updated with all Wilderness and 3rd party product (AP), 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 guests.
• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS 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.
• 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 out bed nights and margin per booking.
• Understand the agents/guests needs in each booking, if email does not help clarify then call the agent. 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.

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. 
• Great product knowledge on Southern & East Africa (Tanzania & Kenya)
• Personal or educational travel experience required

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Detailed Responsibilities

• Develop Stakeholder relationships by liaising with travel designers on all bookings in an operational capacity and continuous communication with suppliers and internal sales.
• Keep all booking information updated in the system ensuring Customer Relationship Management (CRM) is continually up to date
• Reconfirm all services as per the Wilderness Safaris Terms & Conditions
• Keep updated with all WS and AP product updates, as well as technology updates
• Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements
• Maintain booking file (electronically) which has been processed by the Travel Designer
• Escalate complaints that could negatively affect long-term relationships, to relevant Managers  
• Feedback to all properties where guests are due to travel to mitigate complaints down the line

CANDIDATE PROFILE

Qualification:

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

Experience:

• Minimum of 6- 7 years’ experience in Travel and Tourism
• Computer Literate (Microsoft Office, Email, Teams, Excel, Internet browsers)
• Excellent product and geographic knowledge on Southern & East Africa
• Personal or educational travel experience advantageous