German Speaking Groups and Series Specialist (Travel/Tourism), Randburg

German Speaking Groups and Series Specialist (Travel/Tourism) Our client is Southern Africa's leading integrated tourism group, operating businesses which range from travel management companies, hotels, lodges and restaurants to craft, curio and jewellery shops and foreign exchange bureaux. They are driven by a commitment to exceptional quality, service and value; its people‑centred business philosophy; the development of mutually rewarding partnerships; constant innovation; and world‑class technology.

Role Overview To design, quote for and book journeys to Southern Africa for travellers via overseas agents. To exceed customer expectations and meet the deadlines, and to retain relationships and achieve set sales targets.

Job Location: Bryanston

Job Type: Full‑time

Workplace: Onsite

Requirements

Matric / Grade 12

Fluency in written and spoken German

Travel&Tourism qualification would be preferable.

Knowledge of Group booking, quotations, costings

At least 3 years of experience working with groups and series preferred.

Tourplan knowledge and execution

Knowledge of customers’ needs and products

Ability to negotiate with suppliers for availability and rates

Good Tourism industry knowledge

Excellent South African and Regional geographic knowledge

Strong product knowledge

Strong logistical knowledge

Attention to detail is essential

A mature approach when dealing with people

Capacity for dealing with employers and workers at all levels

Confidentiality, tact and discretion when dealing with people

Excellent planning, organisational, and analytical skills

Good verbal and written communication skills

Integrity and Honesty

Good interpersonal skills

Negotiation and liaison ability

Responsibilities Quoting&Reservations

Assess client needs in terms of special interests, special needs, and affordability/budget.

Acknowledge receipt of written requests received from agents.

Respond to written requests and provide written confirmations.

Making sure all client files are filed according to their standards and up to date.

Loading of PCM’s for all series.

Loading reservations on Tourplan.

Ensure confirmation of services with suppliers.

Documentation Management of all Reservations.

Itinerary planning and layout.

Compile Guide packs for Tourguides.

Vouchers.

Rooming lists.

Filing.

Handling of client complaints on spot together with the tour guide.

Manage MOD phone and queries as required.

Stay in constant communication with agents with regards to status of utilisation of series, payment requirements, deadlines, and conditions of reservations.

Create client specific proposals in German.

Create and understand client specific costings for different groups.

Constant liaison with tour guides while on tour.

Regular liaison with the guide academy regarding tour guide bookings.

Client Care

Maintain contact with tour guides throughout tour.

Manage client complaints and emergencies.

Maintain contact with agents.

Obtain feedback from agent following client departure.

Make sure feedback forms are summarised and analysed.

Administration

Fully understanding and follow-through of all divisional procedures and policies.

Submit timely reports as requested and adhere to deadlines.

Maintain complete confidentiality with all company intellectual capital.

Make sure that e‑filing is done accurately in the team.

Client Relationships

To ensure client expectations are met and the highest delivery of service is driven through the business.

To ensure that clients are offered the best available price and product.

To continually look at creative ideas and review products which are offered to clients.

To build and retain relationships with clients.

Establish and maintain good relationships with all staff.

To ensure effective communication with clients at all times.

To ensure that all correspondence, documentation, proposals, presentations are delivered accurately and timeously.

To follow‑up with clients and any leads.

Commitment to and building relationships with Destination Management preferred partners.

Ensure that the best rates are always negotiated and secured.

Establishing best product.

Personal development on destinations and products.

Actively source new products and creative ideas.

Team Work

To build and maintain good relationships within the team.

Coaching, motivating, developing, mentoring and managing the team.

Manage expenses and training needs.

Effectively communicate and implement and/or adjust best practice policies and procedures.

Build relationships and support.

Pro‑actively get involved.

Assist in areas of expertise.

Flexibility to assist colleagues out of normal office hours, when and if required.

Learning&Development

Continuously develop product knowledge, attend industry events/seminars/conferences, and participate in supplier workshops, educational and trade shows.

Keep abreast of industry trends.

Attend all internal training interventions.

Payments And Account Queries

Ensure that bookings are invoiced for all services and invoices are accurate.

Manage payments and Account queries.

Follow up on short payments/outstanding payments.

Liaise with Finance department with regards to queries.

Ensure payment conditions are strictly adhered to.

Keep Team Manager informed of possible problems.

Make sure that tour guide services are booked as required and timely.

Ensure guide briefing is done accurately with regards to client requirements, make sure to highlight any special needs/requirements of clients.

Ensure regular updates on tour guide briefings as itinerary changes.

Ensure correct selection of guide based on:

Cultural background of group.

Age group of travellers and guide.

Language requirements.

Ability of guide.

Technical Skills

Turnaround time as per client specifications.

Tourplan knowledge and execution.

Knowledge of customers’ needs and products.

Knowledge and understanding of German travel law.

Knowledge and understanding of German travel market.

Customer Care.

Handling of complaints.

Problem Solving.

Continually exceed the customer expectation.

Explanation of variances.

Margin Management (high&low).

Reconciling of files.

Seniority Level Mid‑Senior level

Employment Type Full‑time

Job Function Management, Administrative, and Strategy/Planning

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