Industry: Hospitality
Location: Arusha

Responsibilities:

1. Manage the booking process from initial inquiries to final confirmation, ensuring accuracy and efficiency.
2. Coordinate with various stakeholders, such as travel agents, direct clients, and suppliers (hotels, transport, guides) to secure reservations.
3. Implement and oversee a reservations system, ensuring all bookings are documented and updated.
4. Act as the main point of contact for clients, handling inquiries, addressing concerns, and providing detailed travel information.
5. Enhance the customer journey by anticipating needs, personalizing experiences, and adding value at each touch point.
6. Handle customer feedback, both positive and constructive, using it to improve service quality and address pain points.
7. Train and guide reservation agents, booking officers, drivers/guides, or customer service representatives, ensuring they have the necessary skills to provide excellent service.
8. Coordinate with marketing, operations, and other teams to streamline processes and ensure seamless service delivery.
9. Conduct quality checks on reservations to prevent errors or overlaps in bookings.
10. Quickly resolve any booking issues, cancellations, or changes, working closely with clients and suppliers to ensure minimal disruptions.
11. Analyze reservation and service processes to identify areas for improvement, ensuring efficiency and reducing costs.
12. Implement customer feedback loops and data analytics to assess service performance and adapt to changing client preferences.
13. Identify opportunities to enhance bookings through add-ons or upgrades, and participate in tourism promotional events and exhibitions to promote and market Soraya Tour & Safari to improve sales and meet revenue targets.
14. Prepare regular reports on reservation statistics, customer satisfaction metrics, and performance insights.
15. Use data to inform strategic decisions, such as pricing adjustments or promotional offers.

b) Main Activities to be Performed:

1. Oversee Reservations.
2. Customer Service and Experience Enhancement.
3. Team Coordination and Training.
4. Quality Control and issue Resolution.
5. System and Process Optimization
6. Upselling and Cross-Selling.
7. Reporting and Analytics.

Requirements;

1. Bachelor’s degree in Business Administration, Hospitality, Tourism Management, or a related field. A Master’s degree is a plus.
2. Minimum of 8-10 years of experience in operations management, preferably in the travel, tourism, or hospitality industry.
3. Strong leadership and team management skills.
4. Proficiency in reservation systems and data analytics tools.
5. Excellent communication and interpersonal skills.
6. Problem-solving abilities with a client-focused approach.
7. Strategic thinking and data-driven decision-making.
8. Ability to multitask and work effectively under pressure.

HOW TO APPLY.

Upload your CV here. Only shortlisted candidates are to be contacted.

Deadline: 9th December 2024 at 1700hrs.