The Senior Tour Consultant will be responsible for effectively managing product reservations and scheduled tour operations, ensuring client and supplier expectations are exceeded.

Key Responsibilities:

Scope
Managing reservations for bookings received via internal and external B2B and B2C channels.

Overseeing scheduled seat-in-coach tours.

Liaising with clients, including international agents, local tour operators, and online direct consumers.

Managing supplier relationships with accommodations, excursion operators, tour guides, and transport providers.

Reservations Shared Mailbox
Categorizing, actioning, and filing emails daily.

Adhering to response standards and turnaround times.

Website Live Chat
Acknowledging and responding to customer inquiries promptly.

Adhering to live chat standards and maintaining online presence during working hours.

Quoting
Understanding day tour and transfers pricing structures.

Following standard quoting procedures for different products.

Applying financial and operational knowledge to tour planning (routes, distances, vehicle requirements, border policies, etc.).

Reservations
Booking and confirming allocated tours, airport transfers, day tours, add-on nights, and charter requests.

Ensuring timely actioning of booking requests.

Monitoring tour group sizes to prevent overbookings.

Converting provisional bookings before the cutoff period.

Managing supplier allocations and maintaining reservation quality control.

Tour Financials
Understanding supplier negotiations, terms, and tour costing.

Monitoring tour profitability.

Processing accurate invoicing and ensuring timely supplier payments.

Cancellations & Refunds
Understanding and adhering to cancellation policies and travel regulations.

Negotiating cancellation fees and refund requests with suppliers and clients when necessary.

Ensuring accurate processing of cancellations and refunds.

Pre-Tour Operations
Reviewing tour dispatch details (vehicle equipment, food & beverage arrangements).

Verifying booking details, room configurations, and securing alternative accommodations when required.

Sending rooming lists to suppliers and confirming tour departures.

Capturing and booking guest travel requirements, including pre/post-accommodation, airport transfers, and optional day trips.

Allocating vehicles and tour guides in accordance with schedules.

Ensuring supplier pre-payments are processed.

Preparing guest and guide documentation.

Briefing tour guides and ensuring they have necessary funds.

During Tour Operations
Assisting guests with lost luggage incidents and transfer arrangements.

Checking in with tour guides and resolving on-tour issues.

Reporting issues affecting tour experiences.

Managing last-minute post-tour travel requests.

Service Delivery / Customer Service
Maintaining high service standards and effective communication with clients and suppliers.

Processing requests promptly and providing clients with destination-related information.

Upselling additional accommodations, transfers, and tours.

Ensuring timely and accurate documentation.

Handling emergency phone duties when required.

Incidents & Complaints
Reporting incidents promptly and following resolution procedures.

Compiling and logging incidents in reports as required.

Sales
Qualifying client inquiries and suggesting additional relevant products.

Following up on quotes to convert sales.

Understanding and implementing sales strategies.

Product Management
Monitoring guest and guide feedback and escalating relevant issues.

Updating product content as needed.

Understanding tour itineraries in detail.

Qualifications & Expertise:

Matric / Grade 12.

Travel & Tourism qualification preferred.

Excellent knowledge of Southern African regional tourism (routes, distances, attractions, transport infrastructure).

Experience with online booking systems essential.

Minimum of 3 years’ experience in group or series tour consulting within the tour operating industry.

Knowledge of Tourplan preferred.

Competencies:

Strong verbal, written, and telephonic communication skills.

Excellent interpersonal and problem-solving abilities.

Organizational and time management expertise.

Negotiation and decision-making skills.

Innovative, proactive, and detail-oriented.

Basic financial knowledge.

Team player with strong tourism industry insight.

Proficiency in Microsoft Office (Word, Excel, Teams).