KEY DUTIES AND RESPONSIBILITIES: Processes: Assisting and advising DMCs who may be choosing from a variety of booking options to identify the clients’ specifications and wishes and suggest suitable solutions or services. Making reservations for guests based on their various requirements and budgetary allowances. Checking the availability of accommodation on the guests’ desired travel dates. Sorting out any issues that may arise with bookings or reservations. Answering any questions that agents might have about the reservation process. Providing support to customers who may need to amend or cancel a reservation. Ensure that the reservations charts are constantly and timely updated with the correct information. Making sure that the system is kept updated accurately – full name of guests, arrival time, nationality, ages, dietary requirement, medical restrictions, mobility issues, special occasions, arrival and departure, comp, fam trip, meal plan etc. Financial: Ensuring that maximum occupancies and revenues are achieved through upselling, encouraging circuit bookings and offering alternatives. Up-selling, when appropriate, by informing clients of additional services or special packages or offers, such as activities, Spa treatment, upgraded accommodations etc. Processing payments and sending confirmation details to agents. Ensuring payments are collected on time and cancellations are charged. Ensuring that filing voucher is done in a correct, complete and timely manner. Ensuring full payment of bookings for cash agents are followed up and processed. Processing and issuing service vouchers to agents. Team: Working with the team by communicating any areas of concern and improvement. Synergy and clear handover, especially when a team player if off duty to avoid any lapses. Trade partners/ Guests: Maintain good relationships with clients/operators by providing support, information, and guidance. Frequently communicate with the Tour operators assigned (Key Accounts) to ensure a good relationship is maintained. Systems/ tools: Use the ResRequest system to log all quotations, bookings and relationship events with clients, as well as monitor the agent performance. REQUIREMENTS: Bachelor`s degree in Hospitality, Travel, Tourism, Business or relevant field. Proven working experience as a Reservations or Tour Consultant. Excellent knowledge of travelling software (computer reservations systems, GDS systems and e-travel). Proficiency in English; knowledge of additional languages is an advantage. Exemplary sales skills and customer oriented approach. Well versed in various areas of travel (domestic/international, business/holidays, group/individual etc). Ability to present, persuade and communicate effectively. Demonstrable ability to handle crises. Candidates with personal travel experience will be preferred.
