Primary Purpose

Drive sales and ensure top-tier service by offering tailored, efficient, and timely aviation travel solutions. Deliver an exceptional guest experience by accurately quoting, securing, and presenting luxury air travel options with a strong focus on East African destinations and logistics. Build and maintain agent relationships, meet sales targets, and ensure operational excellence. To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class service and attention to detail as we exceed agent & guests' expectations.

To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel from a flight point of view. Have an excellent knowledge and good geographical understanding of all East African destinations as well as day-to- day regional logistics.

General Operations

Stay updated on policies, systems, and procedures (Wilderness & Governors Aviation). Coordinate with Aviation Operations to ensure seamless guest service from booking to travel.

Key Responsibilities:

1. Quoting Bookings 

• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell Provide accurate and timely quotations that align with strategic preferences and maximize upsell opportunities. Where possible to benefit both Governors Aviation and the agent.
• Address agent and guest needs and respond promptly to quote requests. -via telephone and email
• Offer quotes for both scheduled and charter flights.
• Document and explain all quotations clearly for reference.
• Proactively follow up on all outstanding quotes.
• Monitor bookings that hold a 24-hour window or have approved ticketing time extensions and follow up for timely payments

2. Booking Confirmation and company procedures

• Once an agent confirms their booking in writing, the booking can be confirmed on the system and Ts and Cs will apply.
• Ensure that bookings are correctly captured timely invoicing and payment done as per the agreed terms
• Agents/clients to be invoiced timeously and ensure that payments are made as per the terms and conditions.
• Apply cancellation policies as needed
• Highlight VIP guests for personalized handling by the Aviation Operations team.
• Follow customer care protocols for special needs/high-risk guests.
• Work together with the accounts team to ensure all paid bookings are timely and appropriately reconciled.

3. Agent Relationship Management

• Collaborate with the Reservations Manager on sales opportunities and agent performance.
• Build trusted relationships, understanding agents' business models and guest preferences and trends.

4. Travel Planning & Design

• Familiarize yourself with platforms like Wilderness Window, Tour plan, Aero CRS, and Schedwin.
• Understand products and logistics from both Governors’ Camp and Wilderness Camp collections.
• Create customized itineraries based on guest needs and budget.
• Respond to inquiries promptly, confirm and finalize bookings, and ensure payment collection.
• Support accommodation travel designers in flight bookings and reconfirmations
• Covering the aviation reservations desk as needed/when team members are absent

• Integrate Governors Aviation Reservations from WISH into Schedwin.
• Investigation of errors discovered in reservations, follow up with the consultant and amend as necessary.
• Send written confirmation on reservations to travel designers.
• Furnish Governors Aviation Operations department with information for each booking.
• Capture all staff bookings.

 Qualification:

• Diploma or Degree in Tourism management / or Aviation,
• Knowledge of East African travel logistics and destinations
• Familiarity with aviation systems such as Aero CRS, Tour plan, Wilderness Window is a strong plus

 Experience:                    

• At least three years of experience in travel reservations, preferably in the luxury travel or aviation sector
• Proven background in quoting, confirming, and managing flight bookings
• Hands-on involvement with guest or agent communications and handling VIP clients
• Familiarity with sales targets, invoicing, and agent relationship management
• Experience in handling walk-in guests and professional client service delivery

 Skills:           

• Strong sales and upselling skills
• Excellent communication (written & verbal) and interpersonal abilities
• Attention to detail in quoting and booking accuracy
• Time management & organization to handle follow-ups, payments, and multiple bookings
• Ability to work with travel booking systems and CRM tools
• Comfortable with reporting (sales, reservations, occupancy)
• Team collaboration with departments like Accounts, Reservations, and Aviation Operations

 Interests:    

• Passion for aviation and luxury travel
• Interest in East African tourism and regional logistics
• Enthusiastic about guest service excellence
• Enjoys problem-solving, customizing travel itineraries, and providing unique experiences
• Keen to stay updated on systems, policies, and market trends
• A passion for wildlife and a commitment to sustainability and conservation.