&Beyond is built, almost entirely, on the strength of remarkable people who give passionately to their roles, work tirelessly, have the guest experience at the core of their focus daily and care of the sustainability of our communities and environment. Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason we choose ‘&Beyonders’ very carefully – they are the strength and the future of this company.

KEY OUTPUTS:

Guests, Trade Partners and Suppliers

• Ensure the DMC teams’ contact with Guests and &Beyond staff is done “Through the heart of

the guest”

• Continuously striving to ensure that &Beyond is the best Experiential Travel Company in the world
• Ensure instant communication with all relevant parties (Manager, Agents, DMC consultants, lodges) about all developments with regards to guests
• Constantly re-evaluating internal processes, eliminating any re-work to ensure the smooth, effective and efficient functioning of the teams
• Actively work at removing any hurdles and improving information flow with the best interest of the agents/operators and their guests, and suppliers in mind
• Working closely with the consultants to improve their bookings from quoting process, assist in upselling products and make sure all information is provided to the agent.
• Bi-weekly training sessions within the Admin team to ensure the team continuously improving
• Assist the Admin team to continuously improve the quality and output of work for the consultants
• Assist with delegating work for the Admin team 
• Ensure alignment with the Admin team and TSA’s – to ensure processes are the same and followed throughout.
• Ensure the admin team and TSA’s attend regular on the floor training
• Continuously work to improve the workflow of the Admin team and TSA’s
• Work closely with the Centre of Excellence to ensure Zoho process and workflows are smooth and effective for the Admin team and TSA’s
• Working closely with the Reservations Managers in the other reservations team to ensure alignment across all TSA’s and Admin team – especially within Zoho
• Assist the Reservation Manager and Assistant Reservation Manager to upskill the Admin team to assist with delegations
• Quality control and desk audits, to ensure the consultants are using all the tools available to them to ensure quality quotes are sent out to agents at all times, when required
• Upskill the Admin team and TSA’s to assist consultants with chasing provisional bookings.

People

• Managing a team of travel consultants and reservations assistants
• Mentor staff and lead by example
• Empowerment, training, mentoring, motivating and performance conversations in conjunction with your Manager
• Quality Controlling first responses and proposals from consultants to agents
• Assisting the Managers in interviewing and hiring new staff in alignment with HR toolkit and following authorization process in conjunction with your Manager
  • Continuously striving to ensure that relationships with internal departments remain strong , open and transparent
  • Promote team work within the internal teams with focus on sales teams, product/rates teams and finance
  • Stay connected with all homeworkers outside of &Beyond Bateleur House in conjunction with your Manager
  • Oversee and continuously ensure that the DMC teams are trained, informed and kept up to date with the latest product information, product offerings, 3rd party specials, &Beyond Lodge updates and &Beyond Lodge offers. This includes all the latest system updates and “how to” information
  • Ensure that the team has all the necessary selling tools at its disposal to ensure competitiveness and to ensure that the team reaches it budgeted target
  • Performance conversations in relation to general performance issues should they arise
  • Distribution of incoming enquiries to the team ensuring capacity is maximized, ensuring that the workload is spread equally and ensuring that our standard turnaround time is always maintained
  • Attend all training sessions on 3rd party and &Beyond product
  • Ability to operate files should need arise
  • Hands on management and checking of VIP files including operator/agent educational files to ensure all quality control measure and smooth operation of the itinerary when needed
  • Interviewing techniques
  • Understanding employee benefits and leave entitlement
  • Motivation and coaching
  • Operational management (people)

Finance

• Manage costs in line with revenues and budgets in conjunction with the reservations manager
• Ensure through quality control that the team is profitable and that margins remain in line with &Beyond guidelines
• Assisting the Managers in the month end processes and procedures for the team

KNOWLEDGE REQUIRED:

• Extensive knowledge of Tourplan, alternatively, another reservations system
• In-depth Geographical, Logistical and Product Knowledge of South, Southern and East Africa
• Previous management and/or supervisory experience

QUALIFICATIONS REQUIRED:

• 3-5 years management or supervisory experience in the hospitality/tourism industry (tour operating environment preferred)
• Minimum of 7 years inbound experience at a senior level in the hospitality/tourism industry

SKILLS REQUIRED:

• Good understanding of terms and conditions, product knowledge, third party and &Beyond Product destinations
• Understanding of travel industry channels
• Excellent computer skills including:
  • Tourplan advantageous
  • ESS is essential
  • MS Office applications such as Word, Excel, PowerPoint and Outlook
  • WETU
  • Zoho is advantageous
  • Other related systems such as the Web Reporting Portal
  • Understanding of quantitative and qualitative data analysis and being able to make decisions based on these analyses
  • Understanding and knowledge of the different markets in which andBeyond operates in
  • Relevant understanding of Business to create and formulate a strategy and make commercial decisions
  • Sales process and methodologies
  • Problem-solving skills
  • Experiential Creativity (Crafting Experiences)
  • Guest/Client Delight

PERSONAL ATTRIBUTES:

• Excellent communication skills (E.g. verbal, written, reporting and body language)
• Time management
• Teamwork and interpersonal skills
• Conflict management and resolution
• Attention to detail
• Administration and organization skills
• P-drive Navigation
• Paperless filing
• Speed Reading and Typing

The successful candidate should have an enquiring mind, be methodical, and pay attention to detail, be creative, and show perseverance and patience, ability to work under pressure, ability to accept routine and mundane tasks, have high energy level, be flexible, and have the ability to overcome obstacles and persist with the task at hand, be decisive and adaptable.

Please speak with your manager before making your application. We reserve the right to not make an appointment.

Contact information

Caitlin Royal