Experience Coordinator (Guest Experience Management/Luxury/Travel)

About the Company

Our client is a leader in luxury travel in South Africa providing curated, immersive and memorable experiences. They provide an insider's map to unforgettable private experiences exploring food, wine, and hidden gems of the most dynamic local destinations. Their accredited and experienced guides ensure an unforgettable journey, immersing clients in the richness of South Africa's landscapes and local culture. Providing personalized itineraries, a shared expertise in the country's history, wildlife and breathtaking destinations, will exceed expectations.

Location: Cape Town

Job Type: Hybrid | Full Time

Requirements

• Operational or administrative experience
• +2 years of luxury travel experience
• Knowledge of Western Cape/Cape Town destinations
• Proficiency in managing and catering to an exclusive, high-end client base
• Able to commit to long hours to ensure completion of tasks when necessary
• Experience business development or product development (advantageous)

Responsibilities

• Establishing a high conversion from enquiries to sales
• Minimum conversion rate of 30% of total number of enquiries received
• Ensuring a quick Turnaround Response Time within 12 hours
• Drive conversion of sales via responsiveness & information
• Assist in developing and implementing upsell & value add strategies
• Maintaining a minimum 75 % of itineraries booked in advance (30 day)
• Maintaining a minimum 75% of itineraries booked in advance (30 day)
• Driving Trip Advisor Reviews, at least 13 per month
• Ensuring that guests enjoy the best Experience
• Pre trip communication
• Post trip communication - within 7 days of tour and again after 1 month
• R&R % at a minimum of 4 a month including enquiries
• Complaints resolved in 24hs
• Managing Sales to Cash Operations and Processes
• Maintaining GP Margin 32% for bookings
• Ensure that there 0% bad debt outstanding & money collected in advance
• Invoicing and reporting of bookings received
• Managing relationships with suppliers Assist GEM manager and Team Leader in growing
• Establishing a new database of suppliers
• Maintaining existing relationships
• Establishing new relationships and always looking for new experiences and partners in the industry
• Assist in Guide management Assist GEM manager in growing maintaining portfolio of guides
• High performing and happy guides
• Low guide “turnover”
• Source and attract high quality guides - 100% signed SLAs
• Guides who become ambassadors - 10% of tours run from guide upsell
• Ensure that the pool & availability of guides is diverse & experienced to be able to deliver 24/7
• Establish a culture between guides the business - 1 guide meet up per quarter