The primary purpose of the Sales & Reservations Manager is two-fold; first to increase the profitability of the reservations department, by ensuring the team of sales consultants are provided with support, advice and guidance, promoting high-quality and efficient service levels for our clients and agents; secondly, to assist the GM in managing our in-house CRM system.

GENERAL JOB DESCRIPTION:

• Monitoring first responses on all enquiries and distributing to consultants
• Managing quotes & emails to agents; Liaising with accounts staff regarding payments/invoices
• Providing team of FIT consultants with sales direction and support
• Advising team on arranging itineraries & dealing with potential problems
• Ensuring the information is correct, monitoring follow-ups, replies, etc.
• Answering enquiries if/when needed
• Supervise and provide systems training schedules for staff as needed
• Producing weekly and monthly statistics on sales and enquiries
• Providing statistical analysis and strategic value to management team
• Database CRM management (HubSpot/Zoho/Tourplan).

DUTIES INCLUDE:

• First responses on all new enquiries and once response received, distribute to consultants
• Checking that all enquiries are replied to within 24 hours, and that the enquiries are answered in line with company standards
• Producing weekly and monthly statistics for the business
• Regular reporting with feedback and analysis on trends
• Providing guidance on any difficulties that the consultants may have, from putting together an itinerary to managing difficult clients or agents; continual communication and problem-solving is key
• Ensuring that correct sales and office procedures are followed, i.e., quick responses, phoning clients when needed, overseeing invoices, vouchers, etc.
• Sending “tests” to other departments for tracking
• Managing and approving leave times and flexi-time roster (when required) for accounts/payroll purposes
• Maintain team workloads & distribute accordingly
• Check quotes (periodically or high value) with consultants
• Re-allocate quotes as needed, and take on some ad hoc quotes as needed
• Assist with Complaint handling (be it investigating or replying to client/agent)
• Manage in-house CRM system for maximum long-term company benefit
• Providing staff training as needed
• Performance reviews with staff
• Dealing with any disciplinary reviews whenever necessary
• Attending regular meetings with senior management to review sales stats and targets, as well as to discuss any issues or concerns, and to brainstorm forward planning and actions for improvements