Join our dynamic team and play a critical role in delivering world-class experiences in the MICE sector for inbound travel to Southern and East Africa. We are looking for an experienced Senior Operations Executive who is detail-oriented, creative, and capable of managing complex group itineraries while exceeding client expectations.

Key Responsibilities:

• Collaborate closely with the Groups Manager and Product Teams to design and implement tailored, market-relevant itineraries that captivate and inspire clients.
• Manage all aspects of group allocations, including cost analysis, logistics, itinerary creation, and required documentation such as tour manuals, extra services, and upgraded materials.
• Develop and deliver accurate, competitive quotes using tools like Excel, ensuring alignment with our pricing and margin strategies.
• Maintain constant communication with Sales Directors and agents, providing updates on all ongoing projects and group tours.
• Build and foster strong relationships with agents and Sales Directors, positioning yourself as a trusted partner.
• Take the lead in booking accommodations, guides, transportation, dining, and other services, ensuring everything is confirmed well ahead of deadlines.
• Negotiate favourable rates, conditions, and release terms with suppliers to enhance profitability.
• Strategically release allocations to avoid unnecessary costs and cancellation charges.
• Tackle any itinerary challenges by proposing creative alternatives that improve logistics and guest experiences.
• Ensure all accommodations and services align with the unique needs and preferences of the specific market segment.
• Liaise with clients to offer tailored solutions and address any special requests or changes promptly.
• Issue Pro Forma invoices and oversee deposit collections, ensuring all payment schedules and prepayments are adhered to.
• Prepare and maintain agent statements, outlining booking values, deposit statuses, and outstanding payments.
• Seamlessly hand over finalized bookings to the Operations team, ensuring all details are accurately logged in Travel Studio.
• Ensure suppliers are paid on time and resolve any logistical challenges to maintain smooth operations for all group bookings.
• Manage guest documentation and ensure that our high standards are consistently met.
• Brief tour guides and ensure post-tour evaluations are completed for continuous improvement.
• Coordinate VIP arrangements and make sure special touches and value adds are implemented, keeping the General Manager informed in advance.
• Assist with inspections, and personally welcome and accompany groups as required.
• Address and resolve customer service issues efficiently, from pre-tour to post-tour, while keeping relevant team members informed.
• Host or attend welcome dinners and client events, ensuring all interactions reflect our commitment to exceptional service.
• Provide on-call support, including managing the emergency cell phone when required.
• Develop strong internal relationships and contribute to a positive work environment.
• Support international sales offices by maintaining close working relationships and handling client meet-and-greets at airports or hotels.
• Drive the sales process by leading proposals and client communications.

Requirements:

• Proven experience in MICE or group travel operations of no less than 5 – 7 or more years.
• Strong negotiation skills and ability to build lasting partnerships with suppliers and clients.
• Excellent time management and multitasking abilities to meet tight deadlines.
• Exceptional communication and interpersonal skills to liaise with both internal teams and external clients.
• Proficient in Excel, and other industry-standard tools.
• Flexibility to travel with groups and accommodate requests as needed.