Detailed Responsibilities
Develop relationships with Agents
Liaise with the Reservations Manager on sales potential and any development on the agent relationship for all
Continuous communication and excellent service delivery to agents at all times with turnaround times of responding to quotes within 24
Build relationships with agents based on trust and support, knowing their business trends and guests needs, ad hoc attending relevant familiarization trips with agents (if and when required).
General
Keep Agents' booking information updated in the ARM (likes/dislikes - booking habits )
Actual Agent Contact information will be updated by Sales/Reservations Operations
Keep updated with all Wilderness Safaris (WS) and 3rd party product (AP), as well as technology
Streamline operational negotiations by also reducing dead beds, waitlist chasing and maximizing camp operations role to create those life changing journeys for guests.
Liaise with RARA if rates, accommodation, transit points and activities are not loaded or correctly linked on the
Attend all WS and AP training on a weekly basis, this knowledge facilitates exceeding expectations and accuracy in the booking (East Africa specific)
Keep apprised of company policies, procedures and system
Quoting bookings - Design, develop and plan guests' journeys
Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell where possible to benefit both WS and the agent ensuring relevant information is obtained from the ARM prior to quoting.
Stipulate and utilize applicable specials in the WW and make appropriate notes as required asper AP's systems and
For special needs/high risk guests, follow the customer care protocol to ensure the guests are safe to travel in the planned
Work with the Yield team on maximizing out bed nights and margin per
Understand the agents/guests needs in each booking, if email does not help clarify then call the Design itineraries around company guidelines and product knowledge e.g. area, variety, product status and service consistency in accommodation standard, distances travelled and time saving aspects.
Follow up on all outstanding provisional bookings with the agents, consistently understanding the yield implication of provisional space
Follow up on daily WISH/WW expiry reports with Agents ensuring no bookings are auto released and bookings are managed