To effectively manage Product reservations and scheduled tour operations aimed to exceed client and supplier expectations.
SCOPE:
Product consists of Drifters scheduled tours and transfers
Reservations for bookings received via internal and external B2B and B2C channels
Tour operations set out below, are applicable to seat-in-coach tours
Clients: All Tourvest divisions; international agents, local tour operators; online direct consumers
Suppliers: Accommodations; excursion operators; tour guides; transport providers
RESERVATIONS SHARED MAILBOX
Ensure that emails in the allocated Inboxes are categorized, actioned and filed accurately daily
Adhere to response standards and turnaround times
WEBSITE LIVE CHAT
Acknowledge and respond to customers browsing the Drifters website immediately
Understand and adhere to the Live Chat standards and online during working hours.
QUOTING:
Understand day tour and transfers pricing
Adhere to the standard department quoting procedures per product
In-depth understanding of financial and operational considerations that affect tours (Southern Africa routes, distances, vehicles, border requirements etc).
RESERVATIONS:
Responsible for booking and confirming allocated tours, airport transfers, day tours, add-nights and Charter requests, received from the various sales channels
Action relevant booking requests within the set turnaround time
Monitor tour group numbers to ensure there are no double bookings across the tour portfolio
Ensure provisional bookings are converted by the cut off period
Monitor tour group forward numbers per departure to request scheduled departures to be blocked when needed
Manage supplier allocations
Adhere to the standard department reservations, confirmation and quality check procedures per product.
TOUR FINANCIALS:
Understand supplier negotiations and terms
Understand tour costing and selling rate calculation
Understand and monitor allocated tours’ profitability
Accurate invoicing of bookings – pre-payments, deposits and clients on account
Ensure supplier invoices are submitted to accounts to be paid on time
Adhere to the standard department invoicing and payment procedures per product.
CANCELLATIONS & REFUNDS:
Understand cancellation policies and country travel laws
Adhere to the standard department procedures per product to avoid cancellation fees
Negotiate cancellation fees and refund requests with suppliers and clients when needed
Ensure cancellation fees and refunds are processed when applicable.
PRE-TOUR OPERATIONS:
Understand tour dispatch details (vehicle equipment and tour F&B processes)
30-days out
Cross-check booking details per departure in advance to eliminate double bookings and convert provisional bookings
Cross-check guests’ room configuration requirements with number of rooms booked
Source and secure alternative accommodation when required – and advise relevant clients of the changes
Send rooming list to allocated tour suppliers and release allocation
Include tour departures’ forecast to relevant suppliers
Ensure to capture and book all guests’ travel requirements – pre/post accommodation; airport transfers; optional day trips
Ensure the vehicle and tour guides are allocated in accordance with the Tour Schedule
Book optional tours when required
7-days out
Send final rooming list including tour guide details to suppliers
Ensure supplier pre-payments are processed in time
Cross-check, book or reconfirm transfers and optional day tours
Prepare relevant guest and tour guide documentation as per standards
Ensure the tour guides are briefed in detail and have received the necessary funds
Last minute
Action any last minute guest add-ons and ensure that the system, suppliers and the tour guide are updated accurately.
DURING TOUR OPERATIONS:
Understand tour dispatch details (vehicle equipment and tour F&B processes)
Assist guests with lost luggage incidents
Assist guests and arrange chaser transfers when required
Check in with the tour guide intermediately during the tour
Assist tour guides with any issues encountered on tour
Report issues to agents when the tour experience are impacted negatively
Assist and book any last minute post-tour travel requirements.
SERVICE DELIVERY /CUSTOMER SERVICE:
Consistently deliver on service expectations
Ensure effective communication with clients and suppliers at all times
Process and respond promptly to requests
Provide the client with additional information on the destination, attractions, activities, properties at time of booking or receiving an enquiry
Upsell pre-post accommodation transfers and tours at time of booking or receiving an enquiry
Ensure all correspondence, documentation, files and quotes are delivered and stored accurately and timeously
Emergency/Manager on duty mobile phone duties when required, including after-hours.
INCIDENTS & COMPLAINTS:
Report incidents immediately according to the set procedure
Ensure the necessary is actioned to resolve any issues immediately
Compile and capture incidents / MOD (manager on duty mobile) issues on the Incidents Report when required.
SALES:
After qualifying the enquiry, also include other possible relevant products to the client
Follow up on ad hoc quotations to convert
Understand the sales plan and methods.
PRODUCT:
Monitor guest and guide feedback reports and escalate relevant issues to the Product Development team
Ensure Product content are updated when needed
Understand all tour itineraries in detail