Intermediate Journey Specialist

Primary Purpose:

Key Responsibilities:

The Intermediate Journey Specialist is responsible for managing and completing the booking confirmation on the Wilderness Window and be fully responsible for accuracy and financial health of each booking. Fostering and building a great relationship with the Travel Designer and Ops specialists by strengthening that bond and partnership, communicating and delivering exceptional service. The Journey Specialist’s main focus on the booking is all the intricate details are perfect with results that will elevate and enhance the guest’s experience.

Have an excellent knowledge and good geographical understanding of all Southern and East African destinations 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.

Responsibilities:

• 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.
• Build relationships with Ops specialist based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarisation trips
• Ensuring all relevant systems are updated i.e.: Wilderness Window, TourPlan and the RT system

• Handle Accommodation, transfer & touring bookings
• Book third party vehicle and activity suppliers’ bookings, such as:
  • Mainstream, Cape Fusion; Marine Dynamics; Hylton Ross; Dyer Island; Mother City Hikers; Cape Malay Cooking; Kayak Cape Town; etc.
• Ensure guides are booked for all confirmed touring bookings
• Book relevant tickets as required i.e., Table Mountain, Robben Island
• 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, i.e., flight details, times, hotels, guides
• Ensure all relevant paperwork, including relevant paperwork for guides is provided for ahead of time, i.e., guide itinerary, guide budget sheet, feedback forms and vouchers etc
• Capturing of rates Crafted Journeys in the Wilderness Window to quote their agents
• Handle queries from Agents, Direct clients on various matters i.e., activities, routes, restaurants, vehicles, sites and/or lost items
• Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology updates

• 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.

Candidate profile

Qualification:

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

Experience:

• 2-4 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.
• Personal or educational travel experience in the above areas advantageous.
• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.

Skills & Abilities:

• 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.

Interests:

A passion for wildlife and a commitment to sustainability and conservation and can relate personally to “Our journeys change lives”.