Bryanston: German Groups & Group Series Specialist posted by Craven Cottage CC

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