Senior Journey Specialist

Senior Journey Specialist

SUMMARY: Luxury Travel Collection is looking for a Senior Journey Specialist to design and sell complete travel experiences for our discerning guests visiting Southern and East Africa. This role blends expert itinerary planning with proactive sales engagement, requiring a deep understanding of the region, a passion for guest service, and a strong ability to convert leads into bookings that drive revenue growth.

• Design and sell bespoke, tailor-made itineraries for guests, including flights, transfers, and accommodation with the company's properties and independent lodges/hotels.
• Pro-actively engage with prospective guests to convert enquiries into confirmed bookings.
• Promote upselling and cross-selling opportunities across the company's properties and experiences.
• Maintain current and comprehensive knowledge of the company's properties, including rooms, locations, layouts, and services.
• Stay updated on third-party preferred partners with specialised knowledge of Southern and East Africa.

• Meet or exceed monthly and annual sales targets through direct bookings.
• Track and report on sales performance, conversion rates, and revenue metrics.
• Identify new business opportunities and contribute to the development of sales strategies and campaigns.
• Build and maintain strong relationships with high-value clients.

• Ensure accurate booking information is recorded for each reservation according to property requirements in Res Request, Tourplan, Safari Portal and CRM systems.
• Confirm all bookings via email in a timely manner.
• Manage reservation files from inception through guest departure.

• Ensure timely payment collection for reservations.
• Submit monthly reconciliations for bookings and financial breakdowns.

• Resolve guest complaints promptly and professionally.
• Ensure all responses and proposals exceed the company's Journey standards with accuracy and brand alignment.
• Follow up with guests post-travel to ensure satisfaction.

• Attend educational trips and trade events as required.
• Contribute to departmental profitability through excellent service delivery.

Education & Qualifications

• Grade 12 certificate (essential).
• Degree or Diploma in Tourism (advantageous).

Experience

• Minimum 8 years of experience in a similar role with proven sales performance, preferably with a tour operator (essential).
• Hospitality/Tourism industry experience (advantageous).

Technical Skills

• Proficiency in MS Office, Tourplan, Res Request (essential).
• Comprehensive knowledge of Southern & East Africa travel (essential).

Core Competencies

• Excellent command of English language and communication skills (essential).
• Strong time management and self-discipline.
• Proactive approach with initiative and creative flair.
• Team player with positive attitude, enthusiasm, and emotional control.
• Strong commercial acumen and ability to close sales.
• Experience working with sales targets, KPIs, and CRM systems.
• Confident negotiator with excellent interpersonal and persuasion skills.
• Excellent attention to detail.
• Guest focus philosophy, living the company's brand and driving the company's experience.
• Excellent communication skills (written and verbal), practicing honest communication.
• Team player with positive attitude, enthusiasm, and emotional control.
• Excellent time management and self-discipline, interpersonal & solution seeking skills.
• Proactive, use initiative and creative flair when required.
• Committed and loyal, adaptable, and flexible.
• Must work accurately under pressure.
• People skills – tolerance, patience, and care, ability to receive constructive feedback openly.

Senior Journey Specialist
• Parktown, South Africa