Job descriptions & requirements
ABOUT THE COMPANY
We are dedicated to authentic, genuine service and delivering the warmest hospitality with passion. We are humble, generous and empathetic towards everyone within our collective, whether we are welcoming and hosting guests, working alongside colleagues or collaborating with partners, communities or governments. We are inclusive and have fun expanding the world’s wilderness together, taking pride in sharing our incredible wild places with all who visit us. We set ambitious, industry-leading standards, then deliver on them over and over again, consistently exceeding expectations.
JOB SUMMARY
Qualification: KCSE – 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 East Africa.Personal or educational travel experience advantageous. Excellent attention to detail.
RESPONSIBILITIES
Develop stakeholder relationshipsLiaise with travel designers on all bookings in an operational capacityCommunicate continuous with suppliers and internal sales support teams which includes trust and excellent supportGeneralKeep all booking information updated in the system ensuring CRM is continually up toAdd all special requests from the agent into WW 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 updatesAttend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process (East Africa specific)Keep abreast with company policies, procedures and system updatesBooking OperationsContact suppliers in writing to confirm or cancel relevant services giving them all special requirements as mentioned above, ensuring that cancelled space has indeed been cancelledReceive 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 WWOn 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 Tour plan and WISH where necessary)Ensure all AP invoices are given to creditors timeously for deposit payments and that the applicable due dates are metReview deposit report on receipt of payment from agents in order to reconfirm all supplier servicesFollow 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 journeyReconfirm all services as per the Wilderness Safaris 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 DesignerCheck details to outstanding voucher in TP and authorize for payment once money is onHighlight any discrepancies with the Operations Manager to review with the ReservationsWhere required, produce accurate document packs including itinerary material like labels, checklists etc.Arrange welcome letters for guests and send to suppliersAccuracy when compiling document packs when required for distributionPresent doc packs to the travel designer for final reviewOnce 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 guidesPre-tour information - verify and edit info where necessary to accommodate the itineraryArrange gifts (where required) ad hoc or teamReconfirmation of all services in the booking to AP suppliersOnce guests are travellingRefer 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 solutionFlag complaints that can be resolved on the ground whilst guests are in country, using both feedback from Customer Care, concierge or agentFeedback to all properties where guests are due to travel to mitigate complaints down theQualify guests' expectations when complaints are made and if they are requiring refunds or FOC services and communicate options to Travel designers to present to agentsElectronically file and archive travelled booking files 6 months after date of travel Candidate profile
REQUIRED SKILLS
Business strategy, Operations planning, Order handling, Document and archive management
REQUIRED EDUCATION
Bachelor's degree
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