Senior Travel Designer - Americas at Wilderness

Job Description

PRIMARY PURPOSE

• A dedicated consultant to the agents in managing and completing all booking enquiries/confirmation on the Wilderness Window, to be fully responsible for accuracy and the financial health of each booking.
• The Travel Designer’s main focus on the booking is that the logistics and travel plans have been carefully curated from start to finish and that all the intricate details are seamless, resulting in elevated and enhanced guest experience.
• Have an excellent knowledge and good geographical understanding of all Southern and Eastern Africa regions as well as day-to-day regional logistics as well as in-depth supplier knowledge thus maximising the mutually beneficial relationship with our AP partners.
• This position is based in Johannesburg. 

Detailed Responsibilities

Bookings:

• Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all bookings.
• Liaise with the Reservations Manager on booking issues, managing all the changes and adding any developments to the booking to ensure that the client’s trip is booked and planned perfectly.
• Ensuring all relevant systems are updated i.e.: Wilderness Window, WISH, TourPlan and any other internal systems not mentioned.
• Handle Accommodation, flights transfer & touring bookings.
• Book relevant tickets as required.
• Book relevant accommodation for early-morning/ late-night pick-ups and drop offs.
• Ensure all booking details pull through accordingly once confirmation emails are received.
• Handle queries from Agents on various matters.
• Process any additional changes/updates after confirmation to the itinerary.
• Maintain booking file (electronically) incl. Agent correspondence, AP correspondence, costings, invoices & credit notes and updated booking file cover/summary and ensure all documents are in order.

Communication:

• Continuous communication and excellent service delivery to agents at all times.
• Build relationships with agents based on trust and support, knowing their business trends and guests needs.
• Build relationships with Operations Specialist.
• Keep Agents’ booking information updated in the ARM (likes/dislikes – booking habits etc.) 
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.

Quoting bookings – Design, develop and plan guests’ journeys:

• Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both Wilderness and the agent ensuring relevant information is obtained from the ARM prior to quoting.
• Stipulate and utilize applicable specials in the WW and make appropriate notes as required as per AP’s systems and procedures.
• Understand the agents/guests needs in each booking.
• Design itineraries around company guidelines and product knowledge e.g., area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
• Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space held.
• Measure sales and GP% per agent in conjunction with Sales, identifying variations and maintaining good GP margins per booking.
• Keep agent booking information updated in the ARM (likes/dislikes – booking habits etc.) 
• Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximising camp operations role to create those life-changing journeys for guests.

Confirmed Bookings in accordance with company procedures:

• 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 reports working closing with the Reservations Operations Manager – Americas JHB or CPT.
• Ensure that the deposit requirements in the WW match what the AP advises on the quote to mitigate exposure risk in each booking.
• Process any additional changes/updates after confirmation to the itinerary.
• Review guest travel docs completed in conjunction with the operations team support.
• All required travel information to be obtained from the Agent uploaded into the Window e.g., bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.

General:

• Attending relevant familiarisation trips.
• Keep updated with all Wilderness and 3rd party product (AP), as well as technology updates.

CANDIDATE PROFILE

Qualification:

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism/hospitality is advantageous.

Experience:                    

• 4-6 years with Senior experience in handling customer relationships and developing & promoting product and building journeys in the inbound travel industry.
• In depth knowledge of South Africa, specifically Cape Town, Garden Route & Safari Destinations and Southern Africa, specifically Zambia, Zimbabwe, Botswana & Namibia and East Africa, specifically Zanzibar, Tanzania, Kenya, Rwanda, Uganda.
• Personal or educational travel experience in the above areas advantageous.
• Knowledge of Mozambique, Mauritius and Seychelles, an added advantage
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of Wilderness Window, TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.

Skills:           

• Dynamic, detail orientated, organised and excellent communication skills.
• Remain steady in busy environment and consistent with output, task driven.
• Ability to problem solve without compromising accuracy and prioritise changes.
• Driven to offer high quality service levels, strong time management.Highly detailed product knowledge – vital for speed in presenting alternatives.
• Strong financial skills, self-starter with high integrity level and ethical conduct.