Intermediate Operations Specialist

at  Wilderness

CANDIDATE PROFILE

Qualification: Matric certificate – with maths (minimum standard grade or above)
Tertiary certificate in Travel & Tourism/hospitality.
Experience: 2-3 years’ experience at an Intermediate level
Experience in handling customer relationships and developing & promoting product and services in the inbound travel industry.
Computer Literate (Microsoft Office, email, Internet)
Proven English literacy.
Working knowledge of TourPlan and WISH or similar booking/operating system. General product knowledge on Southern & East Africa.
Personal or educational travel experience advantageous.
Excellent attention to detail.
Skills: Excellent communication skills both written and oral, in English.
Personal Abilities: Team worker, service and result oriented. Precise, organised and good communication skills. Ability to work under pressure without compromising accuracy. Ability to pace oneself and prioritise demands. Team worker and ability to interface with various departments. Good follow up skills. Consistent approach to quality and output. Good administrator and professional in all dealings. Dedicated to customer satisfaction and wanting to “go the extra mile”. Self-starter with high energy levels.
Interests: A passion for wildlife and a commitment to sustainability and conservation.
Note: This job specification is intended to outline the general responsibilities and qualifications for this position. It is not intended to be an exhaustive list of all job duties, responsibilities, and requirements. The company reserves the right to revise and amend this job specification as needed to meet the evolving needs of the organization

PRIMARY PURPOSE

We are seeking an experienced Intermediate Operations Specialist to join our team.
To fill a full operations role in the booking process, firstly as a support to the travel designers but being the first line in relationships with suppliers and administration of the entire backend of each booking made by the journey designers. To secure the booking with all services providers including travel designers accurately, efficiently, timeously and with zero errors.

RESPONSIBILITIES

• Develop stakeholder relationships
• Liaise with travel designers on all bookings in an operational capacity
• Communicate continuous with suppliers and internal sales support teams which includes trust and excellent support

General

• Keep all booking information updated in the system ensuring CRM is continually up to date.
• Keep updated with all Product updates, as well as technology updates
• Attend all Product training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking process

• Keep abreast with company policies, procedures and system updates

Key Responsibilities

• Contact suppliers in writing to confirm or cancel relevant services giving them all special requirements as mentioned above, ensuring that cancelled space has indeed been cancelled
• On receipt of confirmed bookings from Travel Designer – check for any discrepancies between the voucher and the suppliers invoice and that all information is saved in the system.
• Update the system with all guest info including special requests e.g. bed configuration, dietaries, ages of children, group dynamics and any other additional information from the agent.Ensure all service lines are loaded correctly.
• Ensure all invoices are given to creditors timeously for payments and that the applicable due dates are met
• Highlight all VIP guests to the Res Operations Manager to ensure all special value adds available can be added to the booking.
• For special needs/high risk guests, follow the customer care protocol and ensure all parties are informed of their requirements during their planned journey
• Reconfirm of all services - ensuring this is done on accordance with the current reservations policies.
• Accuracy when compiling booking documents, including document packs when required for distribution.
• Maintain booking file (electronically) which has been processed by the Travel Designer.