Job Description

 

General Information

Job title:

Travel Consultant – Team Leader (Gateway Flight Centre)

 
 
Purpose:

The Flight Centre Brand (FCB) Travel Consultant is responsible for growing sales and conversion, month on month, by delivering a world class customer experience, best priced travel deals, the widest choice of product and expert
knowledge to our customers to grow Flight Centre’s market share and win customers.
The Team Leader (TL) will focus on increasing growth within the business with the discipline through One Best Way (OBW), and adding value internally and externally to gain customer market share.

 
 
 
Primary duties and responsibilities (KRAs)

Sales Ability:
Follow the OBW sales process
Build and manage client base via different enquiry channels and data-mining to drive repeat and referral business.
Strong conversion ratio through pricing, product offerings, up- selling and customer service.

Product Expertise:
In depth knowledge of your TOP 5 destinations in store
In depth knowledge of your TOP 3 customers personas in store
Continuous self-development on preferred Helio product
Experts in air and land product – whole-tailing
Participating in all product webinar and training to stay up to date with complexity of travel

Customer experience
Strong customer engagement driven through person to person ethos
Customer relationship management to promote the FCB brand
Increase following on all social media channels
Seamless Customer experience online and offline

 

Following and ensuring pricing strategy to gain market share

Systems and processes:
Follow OBW procedures to mitigate risk within business
Drive air and land pricing strategy
Embrace technology and automation within FCB
OBW processes of systems implemented

 

Leadership:
Lead by example in all aspects on the FCB business as Brand Warriors
Run effective daily and weekly business meetings to monitor team and individual progress
Monthly one-on-ones to ensure individual progress and growth in individuals sales month on month
Work closely with the Area Leader (AL) to ensure business plans are achieved and month on month growth delivered on
Recognise, Inspire, influence, motivate and develop team to success

Hierarchy:

Area Leader and FCB General Manager

 
Key communication and relationships:

Internal: Team, Team Leader Colleagues, Area Leader, General Manager, Learning and Development, People + Culture team members, Customer experience team, Finance, Marketing, Product, IT and Helio support teams.
External: Customers and suppliers

 

Job Requirements

 
Education and qualification:

Minimum requirements

Added advantage

 
Matric

 
Tertiary qualification

 
Experience:

SA citizen/Relevant working visa
4 years work experience in the travel industry
2 years Leadership experience advantageous
Travel experience advantageous
Proven track record

 
 
Other:

Location:

 Gateway Shopping Mall

Travelling:

Determined by business needs

Office hours:

As per store working hours

Additional:

 

 

 
Soft skills / Functional / job-related

 
Competency

Proficiency required

Basic

Intermediate

Advanced

Computer literacy

1

2

3

Sales

1

2

3

Time management

1

2

3

Team work/Supportive

1

2

3

Written and verbal
Communication skills

1

2

3

Self-motivated

1

2

3

Flexible/adaptable

1

2

3

Persistence

1

2

3

Discipline to follow through

1

2

3

Business Acumen

1

2

3

Integrity and Trust

1

2

3

Uphold company philosophies

1

2

3