Tour Manager

Job Objective:

Tours Manager is responsible for organizing, planning, directing, controlling and coordinating operations of departmental travel related activities and assignments. 
The position holder is responsible for ensuring travel arrangements for Groups, Business Travelers & holidaymakers run as smoothly as possible from beginning to end, as well as providing them with practical support throughout the trip.
You must have in-depth knowledge of a particular area/region and may act as tour guide during the tour. On overseas tours, he/she uses his/her language skills and knowledge, for example of the culture or history of an area, to ensure the tour goes smoothly and that holidaymakers enjoy themselves

DUTIES & RESPONSIBILITIES

Sales & Marketing;
•    Marketing & selling all Tours Products – Creating, promoting and marketing for local tourism, in-bound and out-bound tour packages, identifying new niche market while maximizing on the existing client portfolio while focusing on new prospects and activation of dormant accounts.
•    Develop relevant and well-crafted tour programs in line with customer or referee requirements. Conduct proper research before confirming tours programs and packages. You must also seek support from senior management before sending out programs to customers. Ensure that the itineraries’ is well thought out and program fits within the customer budget 
•    Ensure that lead time of below 24 hours for FIT’s(Local and international) 72 hours for group travel is observed in sending customer quotations, bookings and programs. 
•    Follow the group confirmation procedure (Preparation of proposals, Primary and alternative service providers, payment policy shared, client reminder, cancellation process) and have the SLA and indemnity signed before proceeding to confirm a group travel.
•    Helping with passport and immigration issues
•    Responding to questions and offering help with any problems that arise, ranging from simple matters, such as directing a member of the group to the nearest chemist, to more serious issues, such as tracing lost baggage;
•    Dealing with emergencies, such as helping a holidaymaker who is ill or those needing to contact family members urgently
•    Advising about facilities, such as sights, restaurants and shops, at each destination;
•    Accompany groups during trips or identify appropriate tour consultant to accompany the groups
•    Be in touch and develop mutually beneficial relationships with service providers and push for favorable hotel and transfer rates.
•    Identify at least 3 DMC’s in every region we trade with, that we will consistently partner with for the execution of our trips and have favorable payment terms 
•    Propose weekly and timely tour packages in anticipation of popular holidays, seasons and market demand. This should be done at least 6 months before a popular holiday.
•    Develop marketing programs with budgets in order to market tour packages 
•    Maintain a performance record detailing number of leads received, source of the leads, services requested for, closed leads, lost leads and reason for losing. Ensure there is a consistent growth in local, international and regional tours.
•    Maintain an annual marketing plan with service providers, customers, popular destinations and expos 
•    Identify corporates that we can partner with 
•    Ensure that ATS offers MICE programs by asking for their calendar of events and future meeting programs 
•    Map potential customers and generate leads while expanding company’s customer base and ensuring strong presence
•    Dealing with customer enquiries & complaints, aiming to meet their expectations, Accounts management and customer service.
•    Maintain and follow clients for business-(Retention) by ensuring all tours consultants follow up on clients enquiries for closure by calling/emailing to ensure client enquiries are confirmed.
•    Developing business strategies to increase profitability
•    Make good use of Online marketing and update on company website 
•    Providing feedback through filling of feedback forms after a tour activity has ended. Organize a post trip analysis meeting to analyze feedback from the client
•    Organizing pre trip visits before undertaking any group travel

Financial Management & Reporting

•    Ensure maximum profitability of the tours department to the Company by:
•    Negotiating and signing contracts with all relevant partners for special rates for groups and FIT’s for competitive advantage.
•    Ensure indemnity forms are prepared and signed by all participants before any tours activity takes place.
•    Ensure penalties and losses from staff errors are minimized.
•    Ensure all job cards are done accurately and filled in TRAAC’s for invoice generation, consultants countercheck the client invoices before dispatching 
•    Ensure all terms and conditions are captured in ALL SLA’s and email communication.
•    Develop, implement and monitor departmental budgets, maintain statistical/financial records
•    Submit monthly performance on sales and profitability.
•    Departmental Administration
•    Overseeing the smooth, efficient running of the business;
•    Review the departmental policies, processes and procedures
•    Ensure implementation and compliance to policies and procedures through constant supervision
•    Ensure service reachability and availability on weekends, holidays and off office hours
•    Conduct weekly meetings with your line manager and team members and update on departmental performance, customer complaints etc

Customer Service

•    Transaction processing time i.e. turnaround time, Ensure all client enquiries are responded to on time as per departmental SLA’s-domestic/regional packages-  24 Hours, 48 Hours International packages.
•    All enquiries/quotations are converted into sales-80% conversion through timely follow up of quotations, keeping records for all enquiries and sales through daily reports.
•    Client feedback on rejected quotations, and measures to correct the problems thereof
•    Provide highest levels of service delivery to clients and stakeholders. Ensure all client complaints are resolved within 24 Hours of reporting
•    Ensure 24 Hours access and availability to service is seamless and efficient
•    Ensure all transactions are charged and posted in TRAAC’s and any open transaction is investigated and processed in a timely manner. 
•    Create a customer First culture and Manage culture change.
•    Read, understand and sign off the customer service charter and the tours code of conduct

Performance Management

•    Ensure a high level of cooperation/communication between teams, among the operations functions and with all functions in the organization.
•    Manage, motivate and provide direction to the team to achieve agreed targets.
•    Maximize team’s productivity through ongoing reporting, feedback and counselling.
•    Goal setting, review and follow through
•    Constantly drive direct deportees to achieve their personal and team goals
•    Monitor and provide feedback
•    Complete quarterly BSC while redefining action items and/or personal development plans.
•    Provide performance counselling where necessary, both reactively to improve performance and proactively to foster professional development.

Requirements

Key Skills & Competencies:

• Minimum 8 years in a tours management role, leading and motivating teams
  

• Extensive international travel experience; farm trips, exhibitions, and travel work experience preferred
  

• Expertise in holiday/vacation costing (inbound & outbound)
  

• Strong industry network with hotels, DMCs, and suppliers
  

• Social media savvy and online marketing skills
  

• Polished, professional, and articulate with excellent public speaking and presentation skills
  

• Ability to engage with clients of all ages and backgrounds, including corporate clients
  

• Excellent organizational, time-management, and problem-solving skills
  

• Calm under pressure and capable of handling emergencies
  

• Results-driven with a proven track record in achieving goals and building customer loyalty
  

• Knowledge of world geography
  

• Thrives in fast-paced, results-oriented environments
  

• Self-motivated, proactive, and strong closing skills for high-volume inbound sales
  

• Quick learner with competence in MS Office (Excel, Outlook) and ability to adapt to new technologies
  

• Excellent verbal and written communication; persuasive and professional
  

• Flexibility to work long hours, weekends, and be on-call during tours