Luxury and Latin (Spanish,LATAM, & Italian) Manager

About this role

Position Overview

The Luxury and Latin Manager is responsible for managing all supervisors and travel consultants in the Luxury and Latin department who are handling the files for all our B2B accounts for Luxury designated and Latin markets. The Luxury and Latin Department handles every aspect of the file including sales and reservations and ensures it is successfully operated on daily business activities and ensures that sales objectives are met.

Responsibilities:

• Handle VIP files or assist with complicated files specially for Luxury clients.
• Coordinate with management: operations; ticketing; accounting and product managers to ensure that chances of materialization (conversion ratio) of sales are optimal.
• Develop client database, prospect new clients and reply to tenders.
• Maintain formal and informal meetings with the Key Accounts, when necessary (FAM trips, trade shows, visits to the office, etc.).
• Handle refunds or discounts to clients if any (according to terms and conditions).
• Develop and cultivate good relations with partners and clients.
• Provide product advice and expertise to new and existing agents.
• Create new products together with the Product Manager for the Luxury and Latin Markets.
• Liaise with EXO Sales Office as well as with Regional Luxury and Latin coordinator.
• Manage Luxury and Latin department staff including the supervisor and senior travel consultants in their particular domain.
• Keep oneself informed and updated of all operational aspects in the department.
• Assist the supervisor in training new staff: ongoing focus on + reminders on organizational and sales techniques & procedures as well as The Company’s rules and responsibilities.
• Advise or solve problems in case there are difficulties with one of the files (in quotation, itinerary, reservations, invoicing or after sales stage). Make a required policy & procedures of consultant guidelines and communicate with all staff for the implementation of good service quality. Realize quality control on it.
• Supervise B2B travel correspondences by email of Luxury and Latin Department on important occasions (new accounts, production of brochures, more demanding agents, etc.).
• Supervise all travel inquiries of the Luxury and Latin Department: accompany staff in understanding properly new requests, giving them guidelines, control and assure accuracy of important correspondences from Luxury and Latin Consultants to clients (and particularly programs and quotations).
• Evaluate once a month the performance of direct travel agents and initiate activities to increase volume of travel agents or increase profitability of travel agents overseas.
• Conduct a quarterly meeting (in coordination with the product department) to inform travel consultants about new travel products and assist travel consultants in advising their clients.
• Coordinate with the General Manager and Managing Director for an important or sensitive case, plus report the solution to our client in a timely manner.
• Train new staff members of the Luxury and Latin Department on all the different processes related to their job: learn how to use our resources and how to find and collect information in our server database, learn how to create and quote programs.
• Make sure all team members adhere to company policies and procedures.
• Perform annual staff assessments and make recommendations to GM.
• Identify the training needs and supervise the implementation of the training plan.
• Carry out the follow-up of the accounts necessary to make the reporting. Launch the adequate corrective actions in the event of nonpayment or if an account is less profitable.
• Control with the accounting service the effective payments of accounts.
• Alert the Accounting Department and General Manager in case of non-payment.

Important : You are also in charge of handling 24/7 Emergency Line for the Luxury and Latin as well as SP departments (ensure a fair rotation of 24/7 Emergency Line rotates between you and your supervisor).

Qualifications:

• A bachelor’s degree or higher in Hospitality, Tourism, or a related field would be advantageous but is not required.
• Good command of written and spoken English, other foreign language: French; German; Spanish is a plus.
• Excellent negotiation skills, well organized and reliable.
• Has an analytical mind with strong business acumen.
• A minimum 5 years’ experience as a similar role; Experience in Tourism field is a must.
• Preferably with extensive working experience in a well-known travel and tours company.