• Experience using operations/reservation systems for bookings and quotes, as well as finance systems for generating invoices.
• Maintain data at all times in the reservations and finance systems, and participate in the review, setup, and testing of new technologies (e.g., Zoho, flight booking systems).
• Deliver all correspondence, documentation, costings, proposals, reconciliations, and presentations accurately and on time.
• Follow requirements outlined by the Operations Manager and Operations Director, complying with guidelines set by various stakeholders (e.g., ABTA, ATOL, STF, LOtC).
• Intermediate Amadeus/Galileo/Sabre Ticketing experience (if applicable) and familiarity with other airline booking tools (e.g., Aviate).
• Understand customer needs and products.
• Ability to learn and develop product knowledge through training and interactive methods to establish a better understanding of the products offered
• Learn and understand TDM policies and procedures.
• Proficient in Microsoft Office applications, including Excel, Word, and PowerPoint.
• Adhere to administrative procedures as outlined by the company.
• Manage documentation for all group bookings.
• Actively seek to improve margins within the business unit.
CLIENT RELATIONSHIPS
• Produce high-quality proposals and detailed costings for Team Travel Management’s clients (and any future brands) based on briefs provided by the sales team or the client.
• Procure accommodation, transportation, activities and other required services, negotiating the best rates.
• Manage bookings/accounts from confirmation through to planning and implementation.
• Interact with clients regularly via phone, email, or face-to-face meetings, nurturing the client relationship.
• Issue contracts for new bookings, considering supplier deadlines and cash flow.
• Follow up on all client proposals, maintaining progress reports for management.
• Ensure client expectations are met at the highest level of delivery, demonstrating excellent communication from initial contact through to post-event feedback.
• Regularly review and improve service quality and product diversity.
• Ensure turnaround times are as per agreed policies or client agreements.
CUSTOMER CARE
• Handle complaints professionally, seeking your manager’s advice when necessary for resolution.
• Demonstrate strong problem-solving skills.
• Continuously exceed customer expectations.
ADMINISTRATION
• Set and measure minimum standards, including internal processes, timelines, and action items, with regular update meetings with clients and suppliers.
• Ensure all costings, proposals, and reconciliations are accurate and professional.
• Take responsibility for the financial reconciliation of all bookings/projects, including raising invoices and collaborating with finance for effective credit control.
• Fully understand and follow all divisional procedures and policies.
• Maintain complete confidentiality concerning company intellectual property.
• Set up folders in Share Point as prescribed and file all documents accordingly.
• Always adhere to best practices for consistency.
• Contribute to the content (and design, if applicable) of all websites, brochures, and mailings when required.
FINANCIAL ACCOUNTABILITY
• Ensure bookings are up to date and accurate, so documents/systems align (e.g., reservation system, finance system).
• Reconcile credit card payments.
• Ensure that margins meet the minimum company-agreed thresholds for all bookings.
• Provide clients with invoices, statements, credit notes, and reminders as needed.
• Request and submit VAT invoices to finance for all bookings (when applicable) within agreed timelines.
• Create accurate costings for clients, ensuring proper application of taxes, commissions, agreed exchange rates, and mark-ups.
• Provide detailed reconciliations to clients where appropriate for larger detailed events.
• Record details and documentation related to client travel insurance, including ABTA and ATOL figures in the designated areas.
• Assist the Operations Manager by providing required figures and reports.
TEAMWORK
• Serve as a mentor and provide support to junior staff members (Operations Executive/Assistant).
• Build and maintain positive relationships with all Tourvest staff in both the UK and South Africa.
• Always ensure effective communication with colleagues.
• Proactively engage in team activities.
• Be proactive in helping others in your areas of expertise.
• Be flexible to help colleagues/customers outside of regular office hours when necessary.
SUPPLIER RELATIONSHIPS
• Maintain strong working relationships with existing suppliers and build relationships with new suppliers in the UK and overseas.
• Manage all reservations made through suppliers at no cost implications, ensuring that release dates and payment terms are upheld.
• Commit to building relationships with Tourvest Destination Management's preferred partners.
• Negotiate and secure the best rates available.
• Understand supplier products to identify the best options.
• Pursue personal development regarding destinations and products.
• Actively source new products and creative ideas.
LEARNING AND DEVELOPMENT
• Attend site visits, familiarisation visits, and work on-site at events or tours as needed to enhance knowledge and understanding (this may include weekends or bank holidays).
• Participate in relevant exhibitions and trade shows as necessary.
• Work with the Operations Manager to identify your training requirements and set in place appropriate peer or manager mentoring, or external training.