Job Description

General Information

Job title:

After Hours – Travel Manager Cape Town

Purpose:

This person will be responsible to provide personalized business travel management and boutique service to our clients through multi-level relationships and our industry expertise.
Working directly with the Team Manager this role is responsible for ensuring the necessary functions to fulfil our clients travel programme is exceeded. This role is an integral part between the client and our business and is often the first line of communication and relationship with the client and travelers.

Primary duties and responsibilities (KRAs)

Customer experience:
Drive a customer service mentality by delivering on the brand CVP’s
You will be responsible for the customer experience from quoting, booking, queries, and complaint handling
Ensure enquiries are actioned as per agreed SLA.
Meet and exceed targets in client SLA and other key KPIs
 

Systems and processes:
 
Adhere to One Best Way finance process and procedures  
Demonstrating clear, open and honest communication internally and externally
Attend all conferences and team meetings.

Sales Ability :
 
Follow the one best way sales process
Efficiently balance the need to meet deadlines and work speedily under time pressures while maintaining high standards
Sales orientated and can work towards targets and incentives
Achieve monthly SLAs and incentives
Sales ability, drive brand initiatives for greater customer engagement & retention

Hierarchy:

Team Manager

Key communication and relationships:

Internal: Corporate Traveller Travel Managers, Sales Team Leaders; Operations Leaders;  CSMs; Operations, Support Teams’, Global counterparts and General Manager
External: Customers and Suppliers
 

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

Travel & Tourism Tertiary qualification

Experience:

Minimum of 3 years as a Corporate Travel consultant
After hours experience advantageous
Experience in GDS (Amadeus)
Extensive industry and travel knowledge
Extensive fares knowledge (Date changes, and refunds etc)
A strong client focus and service ethic

Other:

Location:

Based at a national campus (DUR,JNB & CPT)

Travelling:

As per business needs

Office hours:

As per after hours roster
(5pm – 10:30 Mon- Fri)Weekends – 10:30 – 22:30 (rotational)

Additional:

Own transport essential

Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Team player

1

2

3

Intuitive

1

2

3

Effective communication

1

2

3

Mullti – tasking

1

2

3

Product Knowledge

1

2

3

Detail orientated

1

2

3

GDS and Product knowledge

1

2

3