Tour Consultant (Mid Level)

Job Description

Responsibilities

You will be primarily responsible for managing the full life-cycle customer satisfaction of:

• Foreign tour operators that have clients that communicate directly with Kingfisher journeys
• Retail clients that book directly with Kingfisher Journeys
• Support Group Tours development and execution.

Creating publicly available tours for Kingfisher Journeys’ own website you will also generate
content for numerous foreign agents we work with:

• Building on your experience of tours in Rwanda, design high quality itineraries to make Kingfisher Journeys’ tours and activities available for clients to book.
• Calculate accurate quotations for the company’s tours taking account of platform
  commissions and charges.
• Support all clients with professional, accurate and relevant supporting information
  and advice.

For each confirmed tour, you will work diligently to manage the delivery, paying particular
attention to:

• Meet – and exceed – the company’s commitment to sustainability.
• Deliver each client’s requirements and requests.
• Manage all suppliers’ reservations, bookings, invoices, payments and valid EBM
  receipts.
• Verify all arrangements, carefully checking rooming, dietary requirements, and all
  other tour information.
• Ensure that tours are value for money for clients and profitable for the company.
• Maintain effective, regular communication with clients.
  o In advance of their tour to ensure they are fully prepared and briefed.
  o Whilst they are on tour to make sure that everything is working well and
  resolving any issues that may be causing them concern.
  o After every tour, follow up to request feedback about what went well and
  how the tour or experience could be improved.
• Maintain effective, regular communication with suppliers we work with such as
  hotels, driver guides, transport suppliers, activities suppliers, National Park, to name
  but a few.
• Manage bookings, changes, cancellations, and complaints.
• Assist colleagues and suppliers to deliver your tours.
  o Providing accurate plans, briefs, and instructions to the guides.
  o Verifying their planning and delivery of tours to ensure that they deliver the
  correct services.
  o Collecting feedback after the tour and trip reports
  o Preparing trip budgets, allocating to the correct guides, and analysing
  post-trip budget reports.
• Achieve consistently excellent reviews and feedback to engender repeat and referral
  business.
• Lead a customer experience focused review after each tour, giving feedback to
  suppliers and everyone involved.
  o Ensure good service and success are recognised and appreciated.
  o Eliminate mistakes and errors, even if not noticed by clients.
  o Prevent serious failures from being repeated.
  o Identify improvements and enhancements that can be communicated to
  clients.

Managing the company’s online booking systems, you will:

• Accurately create, maintain and manage activity bookings, itineraries and tours.
• Coordinate with the Activities Manager for to ensure professional delivery of
  o Internal activities
  o Third party suppliers’ services

Fundamental to your success as a professional Tour Consultant, you will:

• Work autonomously, quickly, and accurately completing tasks and delivering quality
• results without supervision.
• Effectively and accurately use the company’s online systems and procedures.
• Proactively research and monitor relevant local news and updates and international
  trends.
  o Pay attention to developments affecting local activities, accommodation,
  transport options, sustainable adventure travel and relevant markets.
  o Expand your knowledge and understanding to maintain an immersive
  personal awareness.
  o On request, attend carry out inspections on behalf of the company.
  o Keep the company’s database of tourism products accurate and up to date.
• Maintain accurate records of all bookings, invoices, and payments to ensure
  compliance with all tax laws and company procedures.
• Exhibit a strong team ethic, helping others to succeed and deliver quality results.

Experience

A dynamic individual who has excellent organisational skills, good time management and
can also work independently.

• Ideally 3-5 years’ experience as a Tour Consultant.
• In depth knowledge of the Rwandan tourism industry.
  o Accommodations
  o National Parks
  o Cultural and adventure activities
• Fluent in Kinyarwanda, English and French. Knowledge of another European or Asian
  language is an added advantage.
• Able to work to tight deadlines under pressure, finding creative solutions.
• Highly accurate, with attention to detail.
• Good organisational and problem-solving ability with proven initiative.
• Excellent telephone manners and communication skills.
  2
• Computer literate with MS-Office, especially Word, Excel and Outlook and ideally
  knowledge of Google Workspace and apps like Google Sheets.
• Commitment to sustainability.
• High and ethical work standard.

Success criteria

• Speed and accuracy with which responses are provided to clients, with accurate
  information including answering relevant questions.
  o Target: Two hours from receipt of enquiry
• Proportion of tours that are sold.
  o Target: 70% of Foreign Agent enquiries, 25% of Retail enquiries and Direct OTA enquiries, 5% of publicly available leads
  o Proportion of tours that accurately meet customer requests first time.
  o Target: 90% (except when client changes their mind)
• Customer satisfaction feedback and scores.
  o Target: 80% of tours receive feedback within two months.
  o Target: 90% – Excellent / 5 Stars with no reviews below Good / 4 Stars.
• Promptness and accuracy with which you manage bookings.
• Fair pricing and profitability of bookings.
• Achievement of sustainability objectives.
• Low incidence of problems and issues.

Terms

Full Time, permanent role.
Normal office hours Monday to Friday, with an occasional requirement for out of hours and
weekend working.

How to Apply

Interested candidate should send cover letter and CV to hr@sharpenjobs.com