Inbound Manager

About this role

Job Summary:

We're looking for a highly organized and detail-oriented Inbound Supervisor to lead our team and ensure we deliver exceptional travel experiences. In this role, you'll be responsible for overseeing the daily operations of the inbound sales team, ensuring all bookings are handled accurately and efficiently from start to finish. You'll also play a key role in developing and training team members, maintaining strong communication with other departments, and upholding our company’s commitment to responsible and ethical tourism.

Key Responsibilities:

• Supervise the team to ensure accurate and timely entry of all bookings, confirmations, and itineraries into our systems.
• Oversee the team’s daily workload, distributing assignments and ensuring adherence to company policies and standard operating procedures (SOPs).
• Monitor quality control, reviewing itineraries and quotations before they are sent to clients.
• Collaborate with the Operations team to ensure all special arrangements and requirements are clearly communicated and included in trip itineraries.
• Lead, motivate, and coach the inbound team to achieve performance targets and sales goals.
• Identify training needs and assist in developing and implementing training plans for new and existing team members.
• Foster a positive and supportive team environment and promote effective communication.
• Discuss client requirements and propose the best routing and responsible travel options.
• Serve as the primary point of contact for timely investigation and reporting of any issues or complaints to management.
• Coordinate with the Accounting department on payment matters, including invoices, credit notes, and refunds.
• Ensure all sales are accurately recorded in the Tourplan software and other sales reports.
• Assist in the development of new SOPs to improve team performance and communication between departments.
• Ensure all team members understand and apply our Responsible Travel, Wildlife Code of Conduct, and ChildSafe policies.

Qualification:

• Bachelor’s Degree or higher in Hospitality, Tourism, or other related field
• Good command of written and spoken English/ Spanish/German/ French (depending on department assigned)
• A minimum 3 years’ experience in a similar role; Experience in Tourism field is a must