PRIMARY PURPOSE<\/p>\n
\tThe core purpose of this position is to help, support and assist with the daily operational duties of the Touring team, ensuring a once in a lifetime trip is achieved through a high-touch guest experience service delivery during travel. Working efficiently and accurately to manage the flow of information between various parties to ensure a personalised bespoke service is provided.
\n\tThe candidate is specifically accountable for the performance and leadership of the Operations team. Ensuring their high service standards with a goal to achieve guest satisfaction and improve our service delivery pre and during travel.<\/p>\n
This position is based in\u00a0Cape Town<\/p>\n
Detailed Responsibilities:<\/p>\n
Vehicles & Depot<\/p>\n
\tOversee the duties of the vehicles \/ fleet manager.
\n\tManage Operations team schedules, weekend shifts and annual leave.
\n\tAssist with the replacement of vehicles.
\n\tAssist with the handling of vehicles incidents (damage \/ accidents).
\n\tMaintain and utilize vehicle tracking systems.
\n\tEnsure that vehicles are maintained and cleaned according to set standards
\n\tEnsure procedures are followed with re-fuelling, maintenance and usage of vehicles.
\n\tLiaising with landlord regarding depot matters.<\/p>\n
Guides<\/p>\n
\tInterviewing of all potential new guides to ascertain their suitability to the Wilderness guest profile.
\n\tBriefing of guides to ensure that they are acquainted with our specific requirements, expectations and standards.
\n\tCo-ordinating training of existing & new guides in accordance with our operational procedures.
\n\tEnsure new guides adhere to the Code of Conduct and are appropriately attired in Wilderness uniform.
\n\tContinually update guide lists \/ guide mailing lists \/ guides Bio\u2019s.
\n\tMonitor and update Guide availability in RT.
\n\tContinually monitor guests feedback forms.
\n\tMaintain strong relationships with all guides by communicating regularly (informal and via email).
\n\tHandle guide complaints, suggestions and encourage feedback.
\n\tAssist guides with requested documents.
\n\tMaintain and distribute guide uniforms, headsets and airport greeting boards.<\/p>\n
After Hours<\/p>\n
\tOversee the smooth functioning of After Hours.
\n\tUpdate After Hours with new guide and other relevant information.
\n\tAssist After Hours with management of incidents as and when required.
\n\tManager After Hours requirements (cell phone, Laptop, annual leave).<\/p>\n
Guest Service & Product<\/p>\n
\tEnhance and grow the current Touring division offering by sharing in-depth knowledge and additional experiences that add value to our guests, agents and suppliers, by;
\n\tFormulate and develop new product offerings.
\n\tBuild strong relationships and liaise with 3rd\u00a0party suppliers to establish and maintain standards and pricing.
\n\tAssist with all contracting \u2013 rates and mark ups on a yearly basis.
\n\tNegotiating incentive overrides with 3rd\u00a0party suppliers which can fall part of the contracting process.
\n\tAssist Wilderness with product and itinerary updates and amendments on a continual basis.
\n\tContinually updated and aware of new restaurants, new offerings, activities in and around Cape Town and surrounding areas.
\n\tUpdate recommended restaurant lists and various other collateral on an annual basis.
\n\tContinually monitor guest feedback forms for restaurant \/ activity feedback.<\/p>\n
Sales & Marketing<\/p>\n
\tMaintain strong relationships with agents and assist with product and itineraries.
\n\tAttend Trade shows as required.
\n\tPresent product webinars \/ training to agents.
\n\tPersonally guide agents that are visiting Cape Town and surrounding areas.
\n\tPersonally guide Staff Fam Trips to Cape Town and surrounding areas.
\n\tAssist Wilderness with monthly newsletter content.
\n\tDevelop Wilderness Touring\u2019s quarterly newsletter.
\n\tMaintain WETU, Intranet and website \u2013 All marketing content.
\n\tPartake in Internal Sales \u2013 round robins, staff presentations and training.<\/p>\n
Reservations<\/p>\n
\tAssist consultants with itineraries, guide allocations, restaurant recommendations and new product information.
\n\tAssist consultants with the investigation of managements of complaints.
\n\tFeedback to reservations where services do not meet our minimum standards and ensure the. reservations teams are kept informed of supplier trends and all elevated expectations are implemented at reservations level.<\/p>\n
Finance<\/p>\n
\tEnsure guides recons and invoices are checked and sent for payment.
\n\tEnsure that all suppliers banking details are loaded correctly.
\n\tEnsure correct procedure is followed with approval of invoices for payment.
\n\tFinal assessment and release of supplier payments.<\/p>\n
CANDIDATE PROFILE<\/p>\n
Qualification:<\/p>\n
\tMatric with Maths\u00a0
\n\tTertiary qualification in Travel & Tourism\/Hospitality.
\n\tValid Tourist Guide Certification for the Western Cape with PDP<\/p>\n
Experience:\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>\n
\t8-10 years in the travel & Tourism industry in either a Sales or Direct client engagement position.\u00a0\u00a0\u00a0
\n\tComputer Literate (Microsoft Office, email, Internet)\u00a0
\n\tProven English literacy.
\n\tExcellent product knowledge on Southern and East Africa.\u00a0
\n\tPersonal or educational travel experience advantageous within Africa in the luxury travel circuits.\u00a0\u00a0<\/p>\n
Skills:\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/p>\n
\tHas a strong service-driven mentality and be capable of problem solving, pro-active, level-headed and high empathy skills being essential.
\n\tExcellent communication skills both written and oral.
\n\tBe able to actively listen and communicate clearly.
\n\tExcellent attention to detail\u00a0
\n\tBe guest focused and deliver efficient solutions and credible service to all internal and external stakeholders.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Wilderness","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"We love what we do. And are always on the lookout for like-minded people who share our passion for conserving the wilderness. Each job plays a big part in our shared purpose: to increase the world\u2019s wilderness, together. With operations in eight African countries, we offer a wide array of life-cha... read morenging career opportunities. We are the pioneering collective increasing the world's iconic wilderness, bringing guests to discover the beating pulse of Earth's ultimate, untamed places. With purpose at the heart of our culture, working for Wilderness is not just a job, and our successes have only been made possible thanks to the dedication and passion of our employees who continue to push the boundaries in conservation tourism. Combine this with the significant investment we make in training and mentoring our staff, alongside the generosity of spirit that they are so renowned for, it is not surprising that we continue to attract people from all walks of life to join our family and our journey to make a positive impact.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-36890","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/36890","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=36890"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=36890"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=36890"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}