Guest Services Consultant - Cape Town, South Africa - Hospitality Jobs Africa

Hospitality Jobs Africa

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Hospitality Jobs Africa is seeking an experienced Training Facilitator for our client in Cape Town.

The Training Facilitator role involves designing and conducting comprehensive training for the Sales and Support Teams in Cape Town (and eventually in Kenya and Tanzania).

This includes system training, process knowledge, and introducing new features.

The Facilitator, alongside the Group Commercial Training Manager, will train new and current staff, assess ongoing training needs, and refine training materials.

The role might also extend training to other Group entities and include relief consulting during peak sales periods.

Key Responsibilities:

Identify Ongoing Training Needs:

Conduct regular analyses to assess training requirements within Commercial, Sales, and Support Services Teams.

Design and Execute Training Interventions:

Create training programs for Sales and Support Services roles based on specified content areas.
Review and update existing training materials when necessary.
Coordinate and lead training sessions for new and existing team members.
Collaborate on training efforts for other commercial departments alongside HOD and line management.

Monitor and Improve Training Effectiveness:

Continuously assess the impact and delivery methods of training content to ensure effective knowledge transfer.

Maintenance Training:

Keep training materials updated with new system features and relevant updates.
Track training progress of Commercial, Sales, and Support Services Teams to maintain knowledge standards.

Remedial Training:

Collaborate with HR, Line Managers, and Senior Managers to identify employees in need of remedial training.
Design and execute tailored remedial training plans to address individual employee

Process Training for New Starters and Future Expansion:

Collaboration with Support Services Manager for Support Services Team processes: Confirmation process

Rate query investigations and rate sheets
Reconfirmation processes
Client Travel Documentation
Supplier services tab in Bazaruto

Product and Destination Training:

Design and deliver regular destination training in collaboration with the Product team.
Keep destination training materials updated and accurate for staff training.
Utilize Training Academy materials and videos to encourage employee engagement.
Review and update destination assessments for relevancy in collaboration with the Product Team.
Provide comprehensive and fair feedback on destination assessments.

Sales Consultant Responsibilities:

Offer proactive support during high sales periods.
Handle agent safari requests, ensuring accurate planning and costing.
Provide suggestions for itinerary design, routing, logistics, upselling, and alternatives.
Follow booking procedures outlined in the operating manuals.
Complete safari files and pass them to the Support Services team for confirmation.
Foster positive relationships with internal and external stakeholders for smooth sales operations.
Gather feedback from agents after safaris.
Identify sales improvement opportunities and contribute to team performance.
Promptly report any issues to the line manager.

Requirements:

Experience in, and knowledge of
East Africa Safari Sales is required:
Experience in, and knowledge of
Safari Sales in other destinations is an advantage:

-
5 — 10 years of experience in the broader industry sector (hospitality & tourism).

Experience and a good understanding of the
safari tourism environment

Experience as many aspects of the industry as possible.
Good experience with travel & reservation systems
:Bazaruto, Res Request, and HubSpot, Office 365, Teams, and Outlook file management + Charter flight booking system (Aero CRS):
Excellent communication skills, a service delivery mindset, and a strong customer service focus.
Targetorientated and experienced in delivering results in a performanceoriented and fastpaced sales environment.
Strong administration and organizational skills with great attention to detail.
Experience in and willingness to handle issues outside of office hours when required.

Conditions And Working Hours:

This fulltime role is based in our Cape Town office. The working hours are generally from Monday
Friday for 9 hours a day with an hour for a lunch break.
A hybrid work environment is applicable, however, there are certain training days that will require a physical presence in the office. The workfromhome guidance document is available in the HR Policy pack and describes the approach in detail.
While we remain in a flexible work environment the nature of our business may require us to be present in the office over and above the minimum number of days, these will be communicated with as much advance notice as possible.
Overtime may be required during peak periods, for which you may be compensated with time off in lieu. Yo