Key Responsibilities:

Scope

• Managing reservations for bookings received via internal and external B2B and B2C channels.
  

• Overseeing scheduled seat-in-coach tours.
  

• Liaising with clients, including international agents, local tour operators, and online direct consumers.
  

• Managing supplier relationships with accommodations, excursion operators, tour guides, and transport providers.
  

Reservations Shared Mailbox

• Categorizing, actioning, and filing emails daily.
  

• Adhering to response standards and turnaround times.
  

Website Live Chat

• Acknowledging and responding to customer inquiries promptly.
  

• Adhering to live chat standards and maintaining online presence during working hours.
  

Quoting

• Understanding day tour and transfers pricing structures.
  

• Following standard quoting procedures for different products.
  

• Applying financial and operational knowledge to tour planning (routes, distances, vehicle requirements, border policies, etc.).
  

Reservations

• Booking and confirming allocated tours, airport transfers, day tours, add-on nights, and charter requests.
  

• Ensuring timely actioning of booking requests.
  

• Monitoring tour group sizes to prevent overbookings.
  

• Converting provisional bookings before the cutoff period.
  

• Managing supplier allocations and maintaining reservation quality control.
  

Tour Financials

• Understanding supplier negotiations, terms, and tour costing.
  

• Monitoring tour profitability.
  

• Processing accurate invoicing and ensuring timely supplier payments.
  

Cancellations & Refunds

• Understanding and adhering to cancellation policies and travel regulations.
  

• Negotiating cancellation fees and refund requests with suppliers and clients when necessary.
  

• Ensuring accurate processing of cancellations and refunds.
  

Pre-Tour Operations

• Reviewing tour dispatch details (vehicle equipment, food & beverage arrangements).
  

• Verifying booking details, room configurations, and securing alternative accommodations when required.
  

• Sending rooming lists to suppliers and confirming tour departures.
  

• Capturing and booking guest travel requirements, including pre/post-accommodation, airport transfers, and optional day trips.
  

• Allocating vehicles and tour guides in accordance with schedules.
  

• Ensuring supplier pre-payments are processed.
  

• Preparing guest and guide documentation.
  

• Briefing tour guides and ensuring they have necessary funds.
  

During Tour Operations

• Assisting guests with lost luggage incidents and transfer arrangements.
  

• Checking in with tour guides and resolving on-tour issues.
  

• Reporting issues affecting tour experiences.
  

• Managing last-minute post-tour travel requests.
  

Service Delivery / Customer Service

• Maintaining high service standards and effective communication with clients and suppliers.
  

• Processing requests promptly and providing clients with destination-related information.
  

• Upselling additional accommodations, transfers, and tours.
  

• Ensuring timely and accurate documentation.
  

• Handling emergency phone duties when required.
  

Incidents & Complaints

• Reporting incidents promptly and following resolution procedures.
  

• Compiling and logging incidents in reports as required.
  

Sales

• Qualifying client inquiries and suggesting additional relevant products.
  

• Following up on quotes to convert sales.
  

• Understanding and implementing sales strategies.
  

Product Management

• Monitoring guest and guide feedback and escalating relevant issues.
  

• Updating product content as needed.
  

• Understanding tour itineraries in detail.
  

Qualifications & Expertise:

• Matric / Grade 12.
  

• Travel & Tourism qualification preferred.
  

• Excellent knowledge of Southern African regional tourism (routes, distances, attractions, transport infrastructure).
  

• Experience with online booking systems essential.
  

• Minimum of 3 years’ experience in group or series tour consulting within the tour operating industry.
  

• Knowledge of Tourplan preferred.
  

Competencies:

• Strong verbal, written, and telephonic communication skills.
  

• Excellent interpersonal and problem-solving abilities.
  

• Organizational and time management expertise.
  

• Negotiation and decision-making skills.
  

• Innovative, proactive, and detail-oriented.
  

• Basic financial knowledge.
  

• Team player with strong tourism industry insight.
  

• Proficiency in Microsoft Office (Word, Excel, Teams).