PRIMARY PURPOSE To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class itineraries to exceed agent & guests' expectations. To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of all Southern and East African destinations as well as day-to-day regional logistics. *This position is based in Nairobi. Detailed Responsibilities 1. Develop Relationships with Agents 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 with turnaround times of responding to quotes within 24 hours. Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required). 2. General 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 Company and 3 rd 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. Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the WW. Attend all Company and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process. (East Africa specific) Keep apprised of company policies, procedures and system updates. 3. 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 the company 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. Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held. Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and bookings are managed effectively. Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents can by uploaded to the WW by the Operations Specialist. Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP's per booking. 4. Confirm Bookings in accordance with Company procedures Once an agent confirms a booking in writing, a deposit invoice is to be sent and booking handed over to the Operations Specialist to action - Once payment is receipted, confirm all services required and to cancel those services not needed in the system and relevant AP provider. Create the automated deposit invoice timeously 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. As per WW booking process hand over to Ops specialist assigning the fil with already updated details like names, all supplier documents and confirmation to agent uploaded. Credit card payments - ensure that the links from the finance team are correct and send onto the Agent. All information to be sent to the Operations team to follow up and finalize the payment with finance. All debt collection main responsibility sits with the TD, Ops specialists to assist in chasing only 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. All bookings need to be recalculated to ensure the VAT is correct when doing the final invoice. Identify and obtain all relevant information for passing a credit note as required and authorized with Reservations Operations Manager. Ensuring this been applied correctly. Confirm that all services not required have been cancelled by the Operations Specialist 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. All required travel information to be obtained from the Agent and sent to the Operations Specialist e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent. Review guest travel docs completed in conjunction with the operations team support and ensure details are correct prior to sending out to the agent. CANDIDATE PROFILE Qualification: Diploma in Travel & Tourism/Hospitality KCSE– with maths (minimum standard grade or above) 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 Tour Plan or similar booking/operating systems. General product knowledge on East Africa, and Southen Africa will be an added advantage. Personal or educational travel experience advantageous. Excellent attention to detail. Skills: Excellent communication skills both written and oral, in English. Foreign language skills advantageous Personal Abilities: Creative, organized and good communication skills. Ability to work under pressure without compromising accuracy. Ability to pace oneself and prioritize demands. Team worker and ability to interface with various departments. Good follow up skills. Consistent approach to quality of output, service and result orientated. Good administrator and professional in all dealings. Dedicated to customer satisfaction and wanting to "go the extra mile". Self-starter with high energy levels. Interests: A passion for wildlife and a commitment to sustainability and conservation.
