MAIN SCOPE AND PURPOSE:The Travel & Tours department is the dedicated, end-to-end owner of all Travel & Tours product curation, implementation and sales within Mad Monkey. This department is also responsible for the daily operations of a Madventures Travel & Tours desk in each property. The Travel & Tours Guru is responsible for providing up to date knowledge of all products and services that Madventures offer. Helping customers with queries and great customer service to ensure that they have the best experience possible. The Travel & Tours Guru is also responsible for hosting the tours and providing an unforgettable and safe experience. All work performed by the Travel & Tours Guru must be underpinned by Mad Monkey's core values; Curiosity, Positivity, Courage, Sincerity and Family Spirit.
- MAIN DUTIES AND RESPONSIBILITIES
Provide excellent customer service by answering their queries and provide them with information about all tours, travel and relevant information.
Assist customers with all their travel and Madventures tour bookings.
Handle customer complaints and resolve them in a timely manner
Keep up to date with all Madventures tours and latest travel trends, learn extensively about Madventures to become a Guru
Operate Madventures tours and ensuring the safety of the tour participants at all times
Ensure the safety of the tour participants, including safety briefs and taking the appropriate action to ensure accidents are prevented
Provide accurate, informative and fun information on all Madventure tours to enhance the experience of our customers
Update product price tables and Break-even analyses for all Travel & Tour products.
Respecting local customs and traditions. Providing customers with knowledge of these including dress codes, language and cultural practices
- Travel & Tour Desk Operations
Operations of a Madventures tour desks in your property for the assigned amount of hours by your department head
Drive sales for Mad Monkey tours, third party tours and travel services to in-house and walk-in guests.
Support Guest Experience team to promote and collect payments for nightly events.
Maintain records of each sale and customer details for administrative purposes
Manage Travel & Tour payments and expenses in line with Finance policy.
Resolve logistical and experiential issues as and when they occur, including outside office hours.
Drive conversion of honest reviews from satisfied guests.
Use of a Tour Managements System (TMS) as a single source of truth for tour bookings.
Proactively support the Company's health and safety agenda.
Ensure awareness of Health and Safety responsibilities as required by the company Health and Safety Policy, monitor compliance with procedural requirements.
To be aware of and comply with safe working practices as laid down under the Health and Safety policy as applicable to your place of work, including awareness of any specific hazards in your Workplace.
Ensuring the wearing of appropriate protective clothing provided by or recommended by the Company will be obligatory and ensure this is applied across all departments where applicable.
Report any defects in the building, plant or equipment according to hostel procedures.
Ensure that any accidents to team members, customers or visitors are reported immediately in accordance with correct procedures and ensure awareness of these procedures across the division.
Attend Statutory Fire and any relevant Health and Safety training, be fully conversant with and abide by all rules concerning Fire and Health and Safety. Be vigilant in ensuring this is managed effectively across the operation.
To be fully conversant with all Risk Assessments for your departments, COSHH Regulations, Fire and Bomb Procedures and ensure team are up to date and proactively manage their responsibilities in these areas.
Job Type: Full-time
Benefits:
* Flextime
