Overview
Tour Consultant Jobs in Kigali, Kigali City, Rwanda at Sharpen Jobs
Title: Tour Consultant
Company: Sharpen Jobs
Location: Kigali, Kigali City, Rwanda
Job description
We are hiring for our Client for a Tour Consultant role. Read the Job description below.
- Position Information
Position Title: Tour Consultant
Key Duties and 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.
Qualifications and Experience
A dynamic individual who has excellent organisational skills, good time management and can also work independently.
– Ideally 1-3 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.
– 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 the 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.