Senior Operations Executive

Our client is Southern Africas leading integrated tourism group operating businesses which range from travel management companies hotels lodges and restaurants to craft curio and jewellery shops and foreign exchange bureaux. They are driven by a commitment to exceptional quality service and value; its people-centred business philosophy; the development of mutually rewarding partnerships; constant innovation; and world-class technology.

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Role Overview

This is a fantastic opportunity for someone with extensive experience in the travel industry to join a growing and busy team. This diverse role involves providing travel services for elite teams both inbound and outbound offering destination management services in a sporting and incentive context and creating and delivering school sports tours to and from the UK.

Job Location: Cape Town

Job Type: Full-time

Workplace: Hybrid

Requirements

• Matric.
• Tertiary Qualification in Tourism or the necessary experience in the industry.
• Good command of the English language including spelling and communication.
• A proven track record in managing high-end group bookings within a demanding travel environment.
• Capable of handling multiple files simultaneously from quoting to reconciliation and take pride in the quality and delivery of their work.
• Attention to detail is essential
• A mature approach when dealing with people
• Capacity for dealing with employers and workers at all levels
• Confidentiality tact and discretion when dealing with people
• Excellent planning organisational and analytical skills
• Good verbal and written communication skills
• Integrity and Honesty
• Good interpersonal skills
• Good Problem solving skills
• Negotiation and liaison ability
• Research skills

Responsibilities

• Develop and maintain client relationships delivering consistent and high-quality service.
• Collaborate closely with suppliers to secure the best rates and services.
• Demonstrate commercial thinking by proactively negotiating rates with suppliers to add value to the business and strengthen client relationships.
• Create client proposals and accurate costings.
• Demonstrate full responsibility for client account management.
• Source and book services such as flights transfers hotels and other necessary services using available tools or established company contacts.
• Take charge of the financial reconciliation of all bookings.
• Where required attend site visits and familiarisation trips providing tour leadership and on-site representation worldwide which may include weekends and bank holidays.
• Produce high-quality proposals and detailed costings for Team Travel Managements clients (and any future brands) based on briefs provided by the sales team or the client.
• Procure accommodation transportation activities and other required services negotiating the best rates.
• Manage bookings/accounts from confirmation through to planning and implementation.
• Interact with clients regularly via phone email or face-to-face meetings nurturing the client relationship.
• Issue contracts for new bookings considering supplier deadlines and cash flow.
• Follow up on all client proposals maintaining progress reports for management.
• Ensure client expectations are met at the highest level of delivery demonstrating excellent communication from initial contact through to post-event feedback.
• Regularly review and improve service quality and product diversity.
• Always work with colleagues in a professional manner.
• Proactively seek new opportunities for the business. Ensure turnaround times are as per agreed policies or client agreements.

Principle Accountabilities & Responsibilities

Technical Skills

• Experience using operations/reservation systems for bookings and quotes as well as finance systems for generating invoices.
• Maintain data at all times in the reservations and finance systems and participate in the review setup and testing of new technologies (e.g. Zoho flight booking systems).
• Deliver all correspondence documentation costings proposals reconciliations and presentations accurately and on time.
• Follow requirements outlined by the Operations Manager and Operations Director complying with guidelines set by various stakeholders (e.g. ABTA ATOL STF LOtC).
• Intermediate Amadeus/Galileo/Sabre Ticketing experience (if applicable) and familiarity with other airline booking tools (e.g. Aviate).
• Understand customer needs and products.
• Ability to learn and develop product knowledge through training and interactive methods to establish a better understanding of the products offered
• Learn and understand TDM policies and procedures.
• Proficient in Microsoft Office applications including Excel Word and PowerPoint.
• Adhere to administrative procedures as outlined by the company.
• Manage documentation for all group bookings.
• Actively seek to improve margins within the business unit.

Customer Care

• Handle complaints professionally seeking your managers advice when necessary for resolution.
• Demonstrate strong problem-solving skills.
• Continuously exceed customer expectations.

Administration

• Set and measure minimum standards including internal processes timelines and action items with regular update meetings with clients and suppliers.
• Ensure all costings proposals and reconciliations are accurate and professional.
• Take responsibility for the financial reconciliation of all bookings/projects including raising invoices and collaborating with finance for effective credit control.
• Fully understand and follow all divisional procedures and policies.
• Maintain complete confidentiality concerning company intellectual property.
• Set up folders in Share Point as prescribed and file all documents accordingly.
• Always adhere to best practices for consistency.
• Contribute to the content (and design if applicable) of all websites brochures and mailings when required.

Financial Accountability

• Ensure bookings are up to date and accurate so documents/systems align (e.g. reservation system finance system).
• Reconcile credit card payments.
• Ensure that margins meet the minimum company-agreed thresholds for all bookings.
• Provide clients with invoices statements credit notes and reminders as needed.
• Request and submit VAT invoices to finance for all bookings (when applicable) within agreed timelines.
• Create accurate costings for clients ensuring proper application of taxes commissions agreed exchange rates and mark-ups.
• Provide detailed reconciliations to clients where appropriate for larger detailed events.
• Record details and documentation related to client travel insurance including ABTA and ATOL figures in the designated areas.
• Assist the Operations Manager by providing required figures and reports.
• Serve as a mentor and provide support to junior staff members (Operations Executive/Assistant).
• Build and maintain positive relationships with all staff in both the UK and South Africa.
• Always ensure effective communication with colleagues.
• Proactively engage in team activities.
• Be proactive in helping others in your areas of expertise.
• Be flexible to help colleagues/customers outside of regular office hours when necessary.

Supplier Relationships

• Maintain strong working relationships with existing suppliers and build relationships with new suppliers in the UK and overseas.
• Manage all reservations made through suppliers at no cost implications ensuring that release dates and payment terms are upheld.
• Commit to building relationships with our clients preferred partners.
• Negotiate and secure the best rates available.
• Understand supplier products to identify the best options.
• Pursue personal development regarding destinations and products.
• Actively source new products and creative ideas.

Learning And Development

• Attend site visits familiarisation visits and work on-site at events or tours as needed to enhance knowledge and understanding (this may include weekends or bank holidays).
• Participate in relevant exhibitions and trade shows as necessary.
• Work with the Operations Manager to identify your training requirements and set in place appropriate peer or manager mentoring or external training.