Tour Consultant

Job description

We are hiring for our Client for a Tour Consultant role. Read the Job description below.

1. Position Information

Position Title: Tour Consultant

Key Duties and Responsibilities

You will be primarily responsible for managing the full life-cycle customer satisfaction of:

- Foreign tour operators that have clients that communicate directly with Kingfisher Journeys

- Retail clients that book directly with Kingfisher Journeys

- Support Group Tours development and execution

Creating publicly available tours for Kingfisher Journeys’ own website you will also generate content for numerous foreign agents we work with.

- Building on your experience of tours in Rwanda, design high quality itineraries to make Kingfisher Journeys’ tours and activities available for clients to book.

- Calculate accurate quotations for the company’s tours taking account of platform commissions and charges.

- Support all clients with professional, accurate and relevant supporting information and advice.

For each confirmed tour, you will work diligently to manage the delivery, paying particular attention to:

- Meet - and exceed - the company's commitment to sustainability.

- Deliver each client's requirements and requests.

- Manage all suppliers’ reservations, bookings, invoices, payments and valid EBM receipts.

- Verify all arrangements, carefully checking rooming, dietary requirements, and all other tour information.

- Ensure that tours are value for money for clients and profitable for the company.

- Maintain effective, regular communication with clients.

o In advance of their tour to ensure they are fully prepared and briefed.

o Whilst they are on tour to make sure that everything is working well and resolving any issues that may be causing them concern.

o After every tour, follow up to request feedback about what went well and how the tour or experience could be improved.

- Maintain effective, regular communication with suppliers we work with such as hotels, driver guides, transport suppliers, activities suppliers, National Park, to name but a few.

- Manage bookings, changes, cancellations, and complaints.

- Assist colleagues and suppliers to deliver your tours.

o Providing accurate plans, briefs, and instructions to the guides.

o Verifying their planning and delivery of tours to ensure that they deliver the correct services.

o Collecting feedback after the tour and trip reports

o Preparing trip budgets, allocating to the correct guides, and analysing post-trip budget reports.

- Achieve consistently excellent reviews and feedback to engender repeat and referral business.

- Lead a customer experience focused review after each tour, giving feedback to suppliers and everyone involved.

o Ensure good service and success are recognised and appreciated.

o Eliminate mistakes and errors, even if not noticed by clients.

o Prevent serious failures from being repeated.

o Identify improvements and enhancements that can be communicated to clients.

Managing the company’s online booking systems, you will:

- Accurately create, maintain and manage activity bookings, itineraries and tours.

- Coordinate with the Activities Manager for to ensure professional delivery of

o Internal activities

o Third party suppliers’ services

Fundamental to your success as a professional Tour Consultant, you will:

- Work autonomously, quickly, and accurately completing tasks and delivering quality results without supervision.

- Effectively and accurately use the company’s online systems and procedures.

- Proactively research and monitor relevant local news and updates and international trends.

o Pay attention to developments affecting local activities, accommodation, transport options, sustainable adventure travel and relevant markets.

o Expand your knowledge and understanding to maintain an immersive personal awareness.

o On request, attend carry out inspections on behalf of the company.

o Keep the company’s database of tourism products accurate and up to date.

- Maintain accurate records of all bookings, invoices, and payments to ensure compliance with all tax laws and company procedures.

- Exhibit a strong team ethic, helping others to succeed and deliver quality results.

Qualifications and Experience

A dynamic individual who has excellent organisational skills, good time management and can also work independently.

- Ideally 1-3 years' experience as a Tour Consultant.

- In-depth knowledge of the Rwandan tourism industry.

o Accommodations

o National Parks

o Cultural and adventure activities

- Fluent in Kinyarwanda, English, and French. Knowledge of another European or Asian language is an added advantage.

- Able to work to tight deadlines under pressure, finding creative solutions.

- Highly accurate, with attention to detail.

- Good organisational and problem-solving ability with proven initiative.

- Excellent telephone manners and communication skills.

- Computer literate with MS-Office, especially Word, Excel and Outlook and ideally knowledge of Google Workspace and apps like Google Sheets.

- Commitment to sustainability.

- High and ethical work standard.

Success Criteria

- Speed and accuracy with which responses are provided to clients, with accurate information including answering relevant questions.

o Target: Two hours from receipt of enquiry

- Proportion of tours that are sold.

o Target: 70% of Foreign Agent enquiries, 25% of Retail enquiries and Direct OTA enquiries, 5% of publicly available leads

o Proportion of tours that accurately meet customer requests first time.

o Target: 90% (except when the client changes their mind)

- Customer satisfaction feedback and scores.

o Target: 80% of tours receive feedback within two months.

o Target: 90% - Excellent / 5 Stars with no reviews below Good / 4 Stars.

- Promptness and accuracy with which you manage bookings.

- Fair pricing and profitability of bookings.

- Achievement of sustainability objectives.

- Low incidence of problems and issues.

Terms

Full-time, permanent role.

Normal office hours Monday to Friday, with an occasional requirement for out of hours and weekend working.

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