Full-service Destination Management Company , specialising in inbound travel based in Bryanston is looking for a German Groups & Group Series Specialist to design, quote and book journeys to Southern Africa and to exceed customer expectations and meet deadlines and to retain relationships to achieve set sales targets. Duties: Quoting & Reservations: Assess client needs in terms of special interests, special needs and affordability / budget. Acknowledge receipt of written requests received from agents. Respond to written requests and provide written confirmations. Making sure all client files are filed according to company standards and are up to date. Loading of PCM’s for all series Loading reservations on Tourplan. Ensure confirmation of services with suppliers Documentation Management of all Reservations: · Itinerary planning and layout · Compile Guide packs for Tourguides · Vouchers · Rooming lists · Filing Handling of client complaints on spot together with the tour guide Manage MOD phone and queries as required Stay in constant communication with agents with regards to status of utilization of series, payment requirements, deadlines, and conditions of reservations. Create client specific proposals in German Create and understand client specific costings for different groups Constant liaison with tour guides while on tour Regular liaison with the guide academy regarding tour guide bookings Client Care: Maintain contact with tour guides throughout tour Manage client complaints and emergencies Maintain contact with agents Obtain feedback from agent following client departure Make sure feedback forms are summarized and analysed Administration: Fully 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. Make sure that e-filing is done accurately in the team 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 staff. 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: Commitment to and building relationships with preferred partners. Ensure that the best rates are always negotiated and secured. Understanding supplier products. Establishing best product. Personal development on destinations and products. Actively source new products and creative ideas. Team Work: Build and maintain good relationships within the team. Coaching, motivating, developing, mentoring and managing the team. Manage expenses and training needs Effectively communicate and implement and/ or adjust best practice policies and procedures Build relationships and support within the team Assist in areas of expertise. Flexibility to assist colleagues out of normal office hours, when and if required. Learning & Development: Continuously develop product knowledge, attend industry events / seminars / conferences, and participate in supplier workshops, educationals and trade shows. Keep abreast of industry trends Attend all internal training interventions Payments & Account Queries: Ensure that bookings are invoiced for all services and invoices are accurate. Manage payments and account queries Follow up on short payments / outstanding payments Liaise with Finance department with regards to queries Ensure payment conditions are strictly adhered to Keep Team Manager informed of possible problems Tour Guide Liaison: Make sure that tour guide services are booked as required and timely Ensure guide briefing is done accurately with regards to client requirements Ensure regular updates on tour guide briefings as itinerary changes Ensure correct selection of guide based on cultural background of group Requirements: Matric / Grade 12 Fluency in written and spoken German Travel & Tourism qualification would be preferable. Knowledge of Group booking, quotations, costings At least 3 years of experience working with groups and series preferred. Tourplan knowledge and execution Knowledge of customers’ needs and products Ability to negotiate with suppliers for availability and rates Good Tourism industry knowledge Excellent South African and Regional geographic knowledge Strong product knowledge Strong logistical knowledge Attention to detail is essential A mature approach when dealing with people Capacity for dealing with employers and workers at all levels Confidentiality, tact and discretion when dealing with people Excellent planning, organisational, and analytical skills Good verbal and written communication skills
