We are looking for Inbound Manager to help handle our expanding business.
This position supervises Inbound Department and ensures that sales objectives are met. The incumbent is also responsible for training and guiding his/her team.
Successful candidates will have bright minds and be keen to learn about an exciting and rewarding segment of the travel industry.
role and responsibilities
Sales and business development
Handle VIP files or assist with complicated files for their designated markets.
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 (if applied) and reply to tenders.
Maintain formal and informal meetings with the Key
Accounts, when necessary (FAM trips, trade shows, visits to office, etc.).
Handle refund or discounts to clients if any (according to terms and conditions).
Develop and cultivate good relations with partners and clients.
Delivery, development of tools and people
Manage inbound department staff including the supervisors and senior travel consultants in their particular domain.
Assist the supervisors in training new staff: ongoing focus on + reminders on organisational 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 implementation of good service quality. Realize a quality control on it.
Manage and take action to effectively solve disciplinary matters and customer complaints.
Inform the teams about the problems and solutions.
Represent The Company at social events and travel trade shows when requested.
Quality and reporting
Supervise B2B travel correspondences by email of Inbound Department on important occasions (new accounts, prod of brochures, more demanding agents, etc.).
Be aware of department KPIs and KPIs are met and ensure each member of staff meets his KPIs.
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 quarterly meeting (in coordination with product department) to inform travel consultants about new travel products and assist travel consultants in advising their clients.
Coordinate once a month the demand for travel product from the market and forward these to product department.
Ensure all sales and reservations are reported using Intranet and The Company’s internal forms and tools.
Supervise all matters of the Human Resources for the Department for their department, informing the General Manager in case of serious HR problem (Recruitment, Training, Career, Salary, Retention, Assessment, etc.).
Perform annual staff assessments and make recommendations to GM.
Identify the training needs, and supervise the implementation of 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.
Bachelor’s degree or higher in Tourism with minimum 5 years’ experience in similar job in travel agency/hospitality/tourism industry.
Required language(s): French, English. Spanish and/or Italian language ability is a plus.
Excellent communication (oral and written) and negotiation skills.
Well organized and reliable.
An analytical mind with strong business acumen.
Profound understanding of western culture and client expectations.
Good computer skills (Microsoft Office: Word, Excel, Outlook, Powerpoint).
Preferably with extensive working experience in a well-known travel and tours company.
Hands-on experience with the ability to work as part of a team
Excellent sales, communication and negotiation skills
High degree of customer service with an eye for detail and presentation
Strong organizational skills, ability to work under pressure and to prioritize tasks.
Ability to work as an effective team leader with excellent interpersonal skills.
This job description is not intended to be all inclusive. You may perform other duties as negotiated to meet the ongoing needs of the organization.