Tour Manager

Career Directions Limited (CDL)

Job Location:

Nairobi - Kenya

Monthly Salary: Not Disclosed

Experience Required: 7-10years

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Objective:

Tours Manager is responsible for organizing planning directing controlling and coordinating operations of departmental travel related activities and assignments.

The position holder is responsible for ensuring travel arrangements for Groups Business Travelers & holidaymakers run as smoothly as possible from beginning to end as well as providing them with practical support throughout the trip.

You must have in-depth knowledge of a particular area/region and may act as tour guide during the tour. On overseas tours he/she uses his/her language skills and knowledge for example of the culture or history of an area to ensure the tour goes smoothly and that holidaymakers enjoy themselves

DUTIES & RESPONSIBILITIES

Sales & Marketing;

Marketing & selling all Tours Products Creating promoting and marketing for local tourism in-bound and out-bound tour packages identifying new niche market while maximizing on the existing client portfolio while focusing on new prospects and activation of dormant accounts.

Develop relevant and well-crafted tour programs in line with customer or referee requirements. Conduct proper research before confirming tours programs and packages. You must also seek support from senior management before sending out programs to customers. Ensure that the itineraries is well thought out and program fits within the customer budget

Ensure that lead time of below 24 hours for FITs(Local and international) 72 hours for group travel is observed in sending customer quotations bookings and programs.

Follow the group confirmation procedure (Preparation of proposals Primary and alternative service providers payment policy shared client reminder cancellation process) and have the SLA and indemnity signed before proceeding to confirm a group travel.

Helping with passport and immigration issues

Responding to questions and offering help with any problems that arise ranging from simple matters such as directing a member of the group to the nearest chemist to more serious issues such as tracing lost baggage;

Dealing with emergencies such as helping a holidaymaker who is ill or those needing to contact family members urgently

Advising about facilities such as sights restaurants and shops at each destination;

Accompany groups during trips or identify appropriate tour consultant to accompany the groups

Be in touch and develop mutually beneficial relationships with service providers and push for favorable hotel and transfer rates.

Identify at least 3 DMCs in every region we trade with that we will consistently partner with for the execution of our trips and have favorable payment terms

Propose weekly and timely tour packages in anticipation of popular holidays seasons and market demand. This should be done at least 6 months before a popular holiday.

Develop marketing programs with budgets in order to market tour packages

Maintain a performance record detailing number of leads received source of the leads services requested for closed leads lost leads and reason for losing. Ensure there is a consistent growth in local international and regional tours.

Maintain an annual marketing plan with service providers customers popular destinations and expos

Identify corporates that we can partner with

Ensure that ATS offers MICE programs by asking for their calendar of events and future meeting programs

Map potential customers and generate leads while expanding companys customer base and ensuring strong presence

Dealing with customer enquiries & complaints aiming to meet their expectations Accounts management and customer service.

Maintain and follow clients for business-(Retention) by ensuring all tours consultants follow up on clients enquiries for closure by calling/emailing to ensure client enquiries are confirmed.

Developing business strategies to increase profitability

Make good use of Online marketing and update on company website

Providing feedback through filling of feedback forms after a tour activity has ended. Organize a post trip analysis meeting to analyze feedback from the client

Organizing pre trip visits before undertaking any group travel

Financial Management & Reporting

Ensure maximum profitability of the tours department to the Company by:

Negotiating and signing contracts with all relevant partners for special rates for groups and FITs for competitive advantage.

Ensure indemnity forms are prepared and signed by all participants before any tours activity takes place.

Ensure penalties and losses from staff errors are minimized.

Ensure all job cards are done accurately and filled in TRAACs for invoice generation consultants countercheck the client invoices before dispatching

Ensure all terms and conditions are captured in ALL SLAs and email communication.

Develop implement and monitor departmental budgets maintain statistical/financial records

Submit monthly performance on sales and profitability.

Departmental Administration

Overseeing the smooth efficient running of the business;

Review the departmental policies processes and procedures

Ensure implementation and compliance to policies and procedures through constant supervision

Ensure service reachability and availability on weekends holidays and off office hours

Conduct weekly meetings with your line manager and team members and update on departmental performance customer complaints etc

Customer Service

Transaction processing time i.e. turnaround time Ensure all client enquiries are responded to on time as per departmental SLAs-domestic/regional packages- 24 Hours 48 Hours International packages.

All enquiries/quotations are converted into sales-80% conversion through timely follow up of quotations keeping records for all enquiries and sales through daily reports.

Client feedback on rejected quotations and measures to correct the problems thereof

Provide highest levels of service delivery to clients and stakeholders. Ensure all client complaints are resolved within 24 Hours of reporting

Ensure 24 Hours access and availability to service is seamless and efficient

Ensure all transactions are charged and posted in TRAACs and any open transaction is investigated and processed in a timely manner.

Create a customer First culture and Manage culture change.

Read understand and sign off the customer service charter and the tours code of conduct

Performance Management

Ensure a high level of cooperation/communication between teams among the operations functions and with all functions in the organization.

Manage motivate and provide direction to the team to achieve agreed targets.

Maximize teams productivity through ongoing reporting feedback and counselling.

Goal setting review and follow through

Constantly drive direct deportees to achieve their personal and team goals

Monitor and provide feedback

Complete quarterly BSC while redefining action items and/or personal development plans.

Provide performance counselling where necessary both reactively to improve performance and proactively to foster professional development.

Requirements

Qualifications:

Bachelors Degree in Tourism Management Hospitality Business AdministrationMarketing or a related field from a recognized institution.
Professional certifications in travel tourism or management will be an added advantage.
Minimum 8 years in a tours management role leading and motivating teams

Key Skills & Competencies:

Extensive international travel experience; farm trips exhibitions and travel work experience preferred
Expertise in holiday/vacation costing (inbound & outbound)
Strong industry network with hotels DMCs and suppliers
Social media savvy and online marketing skills
Polished professional and articulate with excellent public speaking and presentation skills
Ability to engage with clients of all ages and backgrounds including corporate clients
Excellent organizational time-management and problem-solving skills
Calm under pressure and capable of handling emergencies
Results-driven with a proven track record in achieving goals and building customer loyalty
Knowledge of world geography
Thrives in fast-paced results-oriented environments
Self-motivated proactive and strong closing skills for high-volume inbound sales
Quick learner with competence in MS Office (Excel Outlook) and ability to adapt to new technologies
Excellent verbal and written communication; persuasive and professional
Flexibility to work long hours weekends and be on-call during tours

Job Objective:Tours Manager is responsible for organizing planning directing controlling and coordinating operations of departmental travel related activities and assignments. The position holder is responsible for ensuring travel arrangements for Groups Business Travelers & holidaymakers run as smo...