As the Travel & Tours Head, you are the primary overseer of all aspects related to Travel & Tours product development, execution, and sales within Mad Monkey. This entails managing the day-to-day operations of Madventures Travel & Tours desks in the region and collaborating closely with the Regional Manager of Travel & Tours to ensure alignment with Madventures objectives. Your responsibilities include supervising Tour Gurus, liaising with suppliers, and guaranteeing the safety and enjoyment of all travel experiences for customers.
RESPONSIBILITIES:
Deliver exceptional customer service by addressing inquiries and furnishing guests with comprehensive information regarding tours, travel, and associated details.
Supervise the daily operations of Madventures tour desks, ensuring operational hours extend for at least 12 hours per day.
Handle and resolve customer complaints promptly.
Conduct training sessions for Travel & Tour Gurus and devise strategies to boost sales.
Compile weekly reports containing requested information for the regional tours and travel manager.
Ensure all Travel Gurus complete safety training in accordance with company protocols.
Provide engaging and informative narratives on Madventure tours to enhance customer experiences while maintaining consistent quality from Travel Gurus.
Update pricing tables and conduct Break-even analyses for all Travel & Tour products.
Respect local customs and traditions, educating customers on these aspects including dress codes, language, and cultural norms.
Drive sales and provide sales training for Mad Monkey tours, third-party tours, and travel services to in-house and walk-in guests.
Collaborate with the Guest Experience Department to ensure optimal tour experiences.
Maintain comprehensive records of sales and customer details for administrative purposes.
Manage Travel & Tour payments and expenses in adherence to Finance policies.
Encourage conversion of honest reviews from satisfied guests.
Foster relationships with tour operators to maintain high-quality products and services.
SKILLS AND QUALIFICATIONS:
Strong leadership abilities with proven experience in managing teams
Excellent communication skills, both verbal and written
Customer-centric mindset with a focus on delivering exceptional service
Proficiency in sales techniques and strategies
Ability to multitask and prioritize tasks effectively
Knowledge of travel industry trends and best practices
Experience in training and development of staff
Detail-oriented with strong organizational skills
Problem-solving and conflict resolution skills
Familiarity with health and safety regulations in the hospitality industry
