Senior Inbound Reservations Consultant

Cullinan Holdings; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading travel management company in South Africa is seeking a Senior Inbound Reservations Consultant responsible for managing FIT and group bookings. The ideal candidate will provide expert travel advice, ensuring exceptional customer experiences while working with the Japanese market. Applicants should have experience in travel consulting and a relevant qualification. Strong communication skills and problem-solving abilities are essential for this role.

Qualifications

• Experienced in consulting, quoting, and operating inbound FIT and group bookings.
• Experienced working with the Japanese market, Japanese writing and language skills preferable.
• Solid product, destination, and logistical knowledge of South and Southern Africa.

Responsibilities

• Providing expert travel advice to customers that exceeds their expectations.
• Ensuring smooth operations and excellent management of bookings.
• Accurate loading of bookings into the reservations system.
• Managing customer accounts and resolving queries.

Skills

Consulting

Quoting

Cross-selling

Upselling

Customer experience

Problem-solving

Education

Grade 12

Travel and Tourism qualification

Tools

Travel booking systems

Job description

Planet Africa Tours offers destination management services to the Japanese market, operating tours across Southern and East Africa.

Our expert team has a wealth of knowledge and the connection to deliver an exceptional experience for any travelers visiting from Japan.

A combination of local knowledge and an understanding and appreciation of the requirements of the Japanese traveler has made Planet Africa the largest Southern Africa operator in the Japanese market.

The overall purpose of the Senior Inbound Reservations Consultant is to proactively secure and manage FIT and group bookings; going the extra mile to create exceptional customer and guest experiences.

It requires a strong focus on achieving sales and profit targets and an all-around understanding of customer requirements.

Key Responsibilities

Providing expert travel advice to customers that exceeds their expectations

Ensuring the smooth operations and excellent on-the-ground management of FIT and Group bookings, managing bookings from quote to finalizing, invoicing, and travel documentation

Quoting the most appropriate products and services.

Converting quotes into bookings

Offering alternatives, cross-selling, and upselling

Accurate and timeous loading of bookings into the Reservations system

Conducting availability checks

Booking of all accommodation and services and reconfirming all services

Sourcing and securing alternatives if any availability challenges arise

Managing release dates of services booked

Resolving any on-the-ground incidents or challenges

Managing customer accounts and resolving account queries within set deadlines

Quality control of bookings

Building and maintaining strong relationships and a high level of quality communication with customers and suppliers

High level and frequent interactions on every group with Guides and Tour Leaders

Creating opportunities for Planet Africa to earn additional income, e.g. secondary buying, commissions, and optional tours

Ensuring that all loops are closed and that every party is always appraised of their duties to ensure the successful operation of FITs and groups

Qualifications

Grade 12

A travel and Tourism qualification is highly recommended.

Criteria

Experienced in consulting, quoting, and operating Inbound FIT and Group bookings

Experienced working with the Japanese market

Japanese writing and language skills will be highly preferable

Very good understanding of working with travel booking systems

Solid product, destination, and logistical knowledge of South and Southern Africa

Attributes

Can manage high volumes whilst maintaining a high level of detail and accuracy

Skilled communicator who provides quality communication to customers (e.g., quoting, changes, recommendations)

Excellent interpersonal skills to maintain customer, supplier, and guide relationships

Services and customer experience focused, always understanding and considering the customers' expectations and requirements

Maintains quick turnaround times on customer quotations, updates, complaints, and queries

Adaptable and enjoy working in a changing environment

Exceptional at problem-solving and solutions-driven