Senior Travel Consultant

Travel Consultants are responsible for all calls, reservations and quotations for all properties within the Village & Life portfolio through the Travel Support Channel platform . Product Knowledge Property Knowledge of all Village & Life trade products Policies and Procedures Sub Brands Details/terms of sub-brands within the Village & Life portfolio Superior product knowledge is vital Product knowledge is a responsibility not a function Customer Relations Maintain a high standard of customer service and excellent communication skills Adopting a “can do” attitude with regards to customer enquiries Assist in investigating and resolving customer complaints Sales Promote and Sell the Village & Life products and services using up-selling and suggestive selling techniques. Maintain a high level of product and service knowledge about all Village & Life properties/products. Quotations done accurately and with precision Confirmation and pro forma invoices processed and issued on time according to procedures and payment schedules Follow up and handover of all details of groups to property management and events to the relevant operations manager Seek to always maximise revenue sales and occupancies Reservations Accurately record and process reservations made by phone/fax/email in the Property management system (Opera) Transfers to/from the properties booked and accurately confirmed for the right time and date with Transfer Company and with the guest/agent/operator – details to appear on correspondence and in PMS. Meal reservations booked and confirmed in advance with the travel desk / restaurant and with the guest/agent/operator – details to appear on correspondence and PMS accurately. All correspondence – fax or e-mail to be acknowledged and answered within 24 hours Liaison with clients and VNL villages- maintain professional and cordial relations Process amendments to reservations such as extensions, early departures, etc Manage “no show” reservations by investigation and recording of same, reverting to the reservations manager with investigation results Record special billing arrangements for reservations in all business segments All reservation details: special requests, arrival times, value adds etc to appear on correspondence accurately and in PMS - properties to be aware of guests special requests to meet and exceed guests expectations Liaise with Reservations/ Finance & Sales Manager for all reservations requiring credit approval Maintain knowledge of special rates/ offers/ promotions Immediate communication, to front office, of amendments to on the day arrivals. Follow-up on all provisional bookings. Ensure that the bookings are confirmed with deposits / full prepayments / voucher numbers where applicable, 7 days prior to arrival. Follow-up on any special requests, tourism service bookings and arrival times. Follow up on all peak bookings within the Village and Life property portfolio, ensuring that the bookings are confirmed and updated by the end of September each year. Communication of any special / VIP bookings to Reservations Manager and Front Office. Guest complaints and follow up – communicated to the Reservations Manager Accept waitlist reservations, record and follow up on PMS Forward pre-arrival mailers to guests 7 days prior to arrival. Record and manage traces timely and accurately Complete monthly OTA reconciliations and submit to reservations manager Take ownership of assigned custodian property and other when assigned to do so in the absence of a team member Ensure daily check-list is completed and submitted to reservations manager Assist Reservations manager with OTA recons and reporting

Location: Camps Bay, ZA

Posted Date: 8/21/2024