PRIMARY PURPOSE

To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class itineraries to exceed agent & guests' expectations.

To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel. Have an excellent knowledge and good geographical understanding of Rwanda as a destination.

This position is based in Kigali Office.

Detailed Responsibilities

1. Develop relationships with Agents

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Continuous communication and excellent service delivery to agents at all
• Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required).
  

• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits ) Actual Agent Contact information will be updated by Sales/Reservations Operations Managers.
• Coaching to improve team member skill sets
• Organizing and Motivating team members to accomplish their goals
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life changing journeys for
• Accurately design, develop, and plan the guests' itinerary.
• Address and resolve any travel-related issues or emergencies that may arise during the client's trip
• Stay informed about industry trends, new destinations, and changes in travel regulations to provide clients with up-to-date information and advice
• Attend product training
• Liaise with RARA if rates, accommodation, transit points and activities are not loaded or          correctly linked on the
• Keep apprised of company policies, procedures and system.

• Quote accurately and timeously and upsell where possible to benefit both Wilderness and the agent ensuring relevant information is obtained from the ARM prior to
• For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned journey.
• Work with the Yield team on maximizing out bed nights and margin per booking.
• Understand the agents/guests needs in each booking, if email does not help clarify then call the
• Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space
• Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and bookings are managed
• Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP’s per booking.

• Once an agent confirms a booking in writing, a deposit invoice is to be sent. Once payment is receipted, confirm all services required and to cancel those services not needed in the system and relevant AP
• Handover Guest information in the Window with a booking file for Ops Specialists.
• Create the automated deposit invoice including all services that are confirmed and need to be delivered in accordance to the agents agreed T&Cs, ensure bookings are not exposed on the TFS
• Credit card payments - ensure that the links from the finance team are correct and send onto the
• Process any additional changes/updates after confirmation to the itinerary.
• All bookings need to be recalculated to ensure the VAT is correct when doing the final
• Identify and obtain all relevant information for passing a credit note as required and authorized with Reservations Ensuring this been applied correctly.
• Confirm that all services not required have been cancelled prior to invoicing final
• Highlight all VIP guests to the relevant Managers (reservations and sales) once qualified and advise on reasoning for VIP
• All required travel information to be obtained from the Agent e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the
• Review guest travel docs completed and ensure details are correct prior to sending out to the agent.
  

CANDIDATE PROFILE

Qualification:

• Advanced diploma in Tourism/Hospitality;
• Bachelor’s degree in Tourism/Hospitality is desired;
• Tertiary certificate in Travel & Tourism/hospitality is a plus;

Experience:                    

• Must have 3-5 years of Experience in Hospitality industry as a Travel designer;
• Other Foreign language skills is advantageous.
  
• Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry advantageous.
• General product knowledge on Rwanda. Personal or educational travel experience advantageous
• Working knowledge of Tour Plan and WISH or similar booking/operating system advantageous.
  

Skills:           

• Time management and prioritizing workload skills
• Industry Knowledge and Experience desirable
• Excellent organizational and time-management skills
• Excellent customer service skills
• Team management skills
• Great physical fitness and ability to perform repetitive tasks for extended long hours if needed.
• Excellent communication skills both written and oral, in English.
• Computer Literate (Microsoft Office, email, Internet)
  

Interests:                        

A passion for wildlife and a commitment to sustainability and conservation.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303