Matric.
Travel & Tourism Qualification is advantageous.
3+ years in tour operations or DMC environment.
Excellent knowledge of Southern Africa (Tourist attractions, Seasonality, Routes, distances and driving times, Places of interest, Geography, Transport infrastructure).
Supplier knowledge (Property grading and room configurations, Vehicle capacity).
Basic financial knowledge (Calculating Mark-ups, Margin & VAT, Cost of sales, Commission, Profit, Breakeven).
Basic project management skills and working in a cross-functional teams environment are advantageous.
Proven success in supplier management, negotiations, and tour development.
Accuracy in quoting, documentation, and communication.
Sales and marketing background is advantageous.
Support the reservations and operations teams to uphold service standards and ensure data accuracy supporting Drifters’ goals of delivering outstanding touring experiences.
Product consists of scheduled tours, transfers and private charters, as well as our suppliers: Accommodations; excursion operators; tour guides; transport providers, data accuracy elements include research, supplier contracting, online reservation platforms, tour operational documents and files, and guest feedback process.
Responsibilities:
Tour Design:
Collate relevant market research to identify and follow market travel trends.
Compile the annual competitor analysis.
Apply deep destination knowledge, supplier capabilities, and logistical insight into itinerary planning.
Collaborate with the product and reservations teams, assisting with tailored private tour packages when required.
Monitor customer feedback and collaborate with stakeholders during the season.
Develop own product and country knowledge by attending industry events and educational trips.
Supplier Contracting and relationships:
Coordinate and assist with supplier contracting to ensure new season deadlines are met.
Ensure all supplier documentation and correspondence are accurate and filed.
Coordinate the supplier communication calendar to ensure regular engagements to build and maintain relationships.
Assist the team in sharing departure forecasts with suppliers when required.
Coordinate supplier meetings and training sessions.
Build and nurture strong relationships with accommodation providers, activity suppliers, and transport partners.
Manage and resolve service issues with suppliers professionally and promptly.
Data Accuracy and Systems Management:
Ensure data integrity in booking systems, itineraries, supplier information, and guest documentation.
Grasp and utilize complex systems, software, and tools for tour management.
Coordinate tasks to ensure the accuracy of the relevant databases across all platforms (Tourplan, Extranet, B2B sites, business Sharepoint, brochures, OTA and other websites) during the season.
Create and update all new product season documentation templates.
Team Support:
Full understanding and follow-through of all divisional procedures and policies.
Coordinate team educationals.
Flexibility to assist colleagues out of normal office hours, when and if required.
Service Delivery / Customer Service:
Uphold Drifters’ commitment to delivering memorable and seamless touring experiences.
Understand and improve internal tour operator processes, ensuring efficiency and consistency.
Work across departments to ensure smooth handover from booking to delivery of services.
Manage, log, and analyze guide and guest feedback to identify service gaps or opportunities for improvement.
Ensure all service issues are managed promptly and appropriately.