Reservations Team Leader (Inbound DMC)

SUMMARY:
Luxury high end Inbound DMC is looking for a Team Leader based in Windhoek to successfully support the management of a team of Destination Specialists, lead the team to operationalise agent requests seamlessly and continuously improve service standards as well as successfully quote and operationalize profitable tour products for existing as well as new clients.

Hybrid working offered.

POSITION INFO:
Duties:

Sales: Effectively cost products. Understand the market and margin control. Build up and maintain agent / supplier relationships. Source new products if and when required. Develop in cooperation with General Manager business and product strategy to secure additional business from agents. Work closely with the team to achieve goals.

Operations: Quote and design successful, creative itineraries and proposals. Capture and confirm bookings in Tourplan. Negotiate with suppliers for better rates, cancellation policies, FOC’s, value adds etc. Find new suppliers that offer a good/better service and better rates. Continuously and proactively monitor client feedback and improve operational processes. Follow up on own quotes as well as assist in monitoring the team’s quote overview. Successfully run groups / series bookings. Handling the 24-hour emergency phone. Prepare guide documentation and brief guide before travel date. Work closely with tour guides whilst on tour. Utilise expertise to improve in conjunction with GM the team’s operational excellence. Pass on Tourplan knowledge to the team via training / coaching sessions.

Product: Ensure the team is up to date with regards to new product, product development, news and changes relevant to the groups team. Support groups and procurement in a seamless process from negotiating to loading rates in Tourplan.

Financial: Reconcile supplier invoices for processing. Assist debtors’ clerk with invoicing / collection queries. Reconcile tour guide expense sheets on completion of tours / check guide salary invoices.

Additional responsibilities: Participate in supplier training and workshops. Reduce the transaction turnaround time. Demonstrate good communication skills and customer care. Stay current on events and changes of suppliers / product. Travel on educational and familiarizations trips, including hosting agents at times

Requirements:

High School Diploma
Relevant tertiary qualifications in Travel & Tourism
Minimum of 5 years leadership / management experience in a Destination Management Company.
Inbound DMC / Touring background
Tourplan experience.
Namibian citizenship / permanent residency or valid work permit essential.