Quoting & Reservations:
- Assess client / agent needs in terms of special interests, special needs, and affordability / budget.
- Quoting of all services requested by clients / agents within the required turnaround time via Tourplan
- Checking rates before quoting as dynamic rates may apply
- Reservations of all services requested by clients/agents.
- Acknowledge receipt of written requests received from agents.
- Respond to written requests and provide written confirmations.
- Opening of client files according to company standards.
- Loading reservations on Tourplan and Zoho
- Ensure confirmation of services with suppliers.
- Stay in constant communication with clients/agents with regards to status of reservations, payment requirements, deadlines, and conditions of reservations.
Documentation Management of all Reservations:
- Itinerary planning and layout
- Compile travel packs for clients
- Vouchers
- Rooming lists
- Filing
- Handling and escalating client complaints
- Manage MOD phone and queries as required
Client Care:
- Maintain contact with client during period of travel
- Manage client complaints and emergencies
- Maintain contact with travel trade
- Obtain feedback from clients / travel trade following client departure
Payments & Account Queries:
- Ensure that clients invoiced for all services and invoices provided to clients timeously.
Manage payments and Account queries:
- Follow up on payments
- Liaise with Finance department with regards to queries
- Ensure payment conditions are strictly adhered to
- Keep Operations Manager informed of possible problems
- Arrange pre-payments
Financial Reporting:
- Explanation of variances
- Margin Management (high & low)
- Reconciling of files
Administration:
- Full understanding and follow-through of all divisional procedures and policies.
- Submit timeous reports as requested and adhere to deadlines
- Maintain complete confidentiality with all company intellectual capital
- Ensure that all documentation has been filed and that files are updated
Client Relationships:
- Ensure client expectations are met, and the highest delivery of service is driven through the business.
- Ensure that clients are offered the best available price and product.
- Continually look at creative ideas and review products which are offered to clients.
- Build and retain relationships with clients
- Establish and maintain good relationships with all Tstaff.
- Ensure effective communication with clients at all times.
- Ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.
- Follow-up with clients and any leads
Supplier Relationships:
- Ensure that the best rates are always negotiated and secured.
- Understanding supplier products as well as supplier strategy.
- Establishing best product with Ski and Sport environments
- Personal development on destinations and products.
- Actively source new products and creative ideas