Experience Coordinator (Guest Experience Management/Luxury/Travel)
Black Pen Recruitment
- Cape Town, Western Cape
- Permanent
- Full-time
- 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)
- 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