Groups & Incentives Manager

PRIMARY PURPOSE

To manage the overall reservations sales performance of the team by primarily improving room occupancy figures to all Wilderness camp. Inspiring a team to build strong relationships with the end client, ensuring a positive reservations experience and an excellent group journey with each reservation inquiry. The Groups & Incentives Reservations Manager is specifically accountable for the performance and leadership of the Travel Designers high service standards with the ultimate goal to generate more revenue, achieve high agent/guest satisfaction and improve our service ranking globally.

*This position is based in Johannesburg, South Africa. 

Detailed Responsibilities

1. Team Management

• Offer first line assistance to the Travel Designers, allocate agent accounts and be aware of capacity and general level of activity within the team as a whole.
• Develop and mentor staff’s talent to their full potential through performance development programs.
• Identify training needs and address product knowledge and training requirements to help the team improve sales performance.
• Work along side the team to ensure well executed group itinerary planning and a high attention to detail in all services and pricing quoted.
• Manage the teams leave and overall performance.

• Attend regular management meetings to discuss day-to-day issues, assisting in finding solutions and possible areas of strategic importance, constructive feedback and best practices across the Wilderness group.
• Monitor, review and measure the teams' margins (This is crucial in the groups and incentives space where good margins are essential to the overall success of the program), sales targets and Wilderness bed nights sold, and promote up-selling without creating a negative experience for the end client/agent.
• Review and manage yield on owned product and AP (aligning with associated product strategies on improving business to strategic and preferred suppliers where overrides are in place).
• Implement reporting measure within your team in conjunction with the Yield department.
• Check all quotes of < US$ 20 000 per person for accuracy and original itinerary planning.

• Provide team guidance on detailed itinerary planning and inspire positive action.
• Close off bookings on a monthly basis; monitor and authorise any adjustments noting the reasons for these adjustments. Taking corrective/preventative measures to avoid or minimize these which have a financial impact on the business.
• Double check high risk itineraries – high risk due to volume, value or importance and work closely with the guest relations team.
• Assist the team with extensions, waivers, cancellations, ad hoc discounting required and approved by the Head of Yield & Revenue Management based on yield allowances.
• Proactively manage all agent and guest complaints with care and efficiency to resolve and ensure our relationship and our brand come out stronger.
• Facilitate all complaints with the shared service teams to assist with the best resolution and take ownership of this with the agent affected.

• Optimise business processes – continuously striving to improve business effectiveness and efficiency with innovation, flexibility, and integration within the business’s technology working closely with the Group Head of Reservations to ensure a group approach within Wilderness is considered at all times.
• Contribute to strategic business planning to develop and grow our agents.
• Contribute to newsletters and market related ideas, keeping abreast with industry developments and ways to better our service delivery.

CANDIDATE PROFILE

Qualification:

• Matric certificate – with maths (minimum standard grade or above)
• Tertiary certificate in Travel & Tourism/hospitality.

Experience:                    

• 10 – 15 years in the travel & Tourism industry.  Management experience advantageous
• Computer Literate (Microsoft Office, email, Internet)
• Proven English literacy
• Working knowledge of Tour plan and WISH or similar booking/operating system. 
• Extensive product knowledge on Southern & East Africa.  Not only product focused but destinations and logistics for movement of big groups
• Personal or educational travel experience to the regions that Wilderness operates in will be advantageous.

Skills:           

• Computer Literate (Microsoft Office: Outlook, Teams, Excel and Word)
• Proven English literacy.
• Working knowledge of Wilderness Window, RT, TourPlan and WETU or similar booking/operating system.
• Excellent attention to detail.
• Ability to problem solve without compromising accuracy and prioritise changes.
• Driven to offer high quality service levels, strong time management.
• Highly detailed product knowledge – vital for speed in presenting alternatives.
• Strong financial skills, self-starter with high integrity level and ethical conduct.

• Sales driven
• Organised
• High energy levels
• Self- starter
• Team player
• Efficient 
• Strategic 

Interests:                        

A passion for wildlife and a commitment to sustainability and conservation.

Apply for this position with us on WhatsApp. Simply send the word ‘Hi’ to +260761166303