Job Description
MultiChoice Travel: Processes & Procedures
- Manage and supervise the MultiChoice travel team to ensure delivery of travel services to MultiChoice Group (MCG) travellers within agreed service levels and timeframes
- Meet with business partners and travellers to understand operational needs
- Participate in 3rd party supplier meetings to educate and bring domain understanding and expertise, to ensure the customers’ needs are met
- Assist team to resolve operational challenges and arrange training where required
- Address all customer queries and provide feedback within SLA
- Monitor team workload and productivity, to ensure consistent and timeous delivery of daily and monthly outputs
Quotes and Bookings
- Read, understand and adhere to all MultiChoice Service Level Agreements and Travel Policies
- Ensure that travel team book and manage travel in-line with travel policy
- Ensure adherence to the use and updating of customer profiles during the booking process
- Ensure that consultants are trained and comply with the required entries that are required for back office processing of financial documentation
- Ensure that the travel team advise clients regarding passports, visas, health requirements, foreign exchange, travel insurance, car parking, care hire, accommodation, transfers, excursions and any other related services
- Ensure that the travel team processes client bookings including pre-seating, meals and any other special requirements
- Responsible for travel system queue management for changes to travel bookings
- Provide travel booking and consulting support to the business and travel team
- Lead consultant supporting the Conferencing and Groups department
Issue of Documentation
- Ensure that travel team adhere to travel approval and governance processes
- Ensure that travel team process all necessary documentation required for effective and seamless travel experience
- Ensure that travel team distribute travel documentation to the relevant parties to ensure a seamless travel experience
- Ensure the travel team insert and communicate the conditions of travel clearly
- Manage the team to process, change requests and issue revised travel documentation
- Upload customers’ purchase order/requisition documents into the relevant system
- Process pre-payments requests
Cancellations
- Assist team with all travel cancellations
- Process/log refund request for all air tickets
- Keep record of, track and ensure any and all refunds are processed back to the relevant cost centre
Groups & Conferencing
- Back up travel support to Groups and Conference department
- Assist Groups Manager with distribution of requests through to travel team
- Manage response times to group requests
- Include Groups department in supplier presentations and important trade communication updates
- Assist where necessary with on the ground program management
Talent Management
- Responsible for managing team: leave, rosters, breaks, training, and providing back-up travel support for absent team members
- Responsible for after-hours phones roster and submitting feedback to Manager: Travel & Finance on a monthly basis
- Manage team performance and development through formal performance optimisation process and informal coaching
- Mentor, motivate and develop team members and ensure that their efforts are recognized
- Provide a positive climate for supportive working relationships
- When required, initiate disciplinary processes for team members calling on support from Human Resources as needed
Availability
Immediately
Salary
Market Related
Required Qualifications
Qualification:
Qualifications
- Must have valid Global Distribution System (GDS) Certificate
- Formal Travel Industry Qualification (Certificate or Diploma)
Experience and skills
- Minimum 5 years international travel consulting experience with a Global Distribution System (GDS – Amadeus, Galileo)
- Fully proficient with Ticketing on the GDS
- Experience as a team leader
- Experience with Travel Industry Voucher and Travel itinerary systems (e.g. QuickTrav, Procon, Travelsoft, etc.)
- Understanding of ticketing and refund principals and all travel regulatory requirements (e.g. BSP and IATA/UFTAA)
- Travel industry knowledge and experience, with excellent understanding of various elements of travel, including airline terms, ticketing and fares, geography, destination and product knowledge
Technical Competencies
- Computer literate in MS Windows and MS Office
- Competent written and verbal communication skills
- Ability to multi-task, prioritise and work well under pressure
- Excellent time management, organizational, and follow-through skills
- Ability to respond quickly and accurately to requests for information
- Attention to detail and solutions orientated
- Ability to be resourceful and proactive in dealing with issues that may arise
Behavioral Competencies
- Flexibility and adaptive to change
- Relationship building - develops rapport with staff
- Discretion and awareness of confidentiality
- Ability to work independently
- Self-motivated
- Takes initiative
- Service orientated
- Ability to delegate, motivate and develop team
- Coaching
- Accountability
- Teamwork
- Interpersonal Support
- Perseverance
- Prioritisation
- Analytical Thinking
Location
Gauteng
Randburg
General Details
Purpose of the Position
- Manage and supervise the MultiChoice travel team to ensure delivery of travel services to MultiChoice travellers within agreed service levels and timeframes
- Provide information, advice and booking services directly to customers whilst delivering service excellence and positively promoting customer experience
- Liaise with 3rd party travel suppliers to educate and ensure the best interest of MCG, travellers and business operations are achieved
- Lead consultant for the MultiChoice Travel and Conferencing team
Application details
Nokwazi Mhlongo
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