Senior Journey Specialist

SUMMARY:
Luxury Lodge Collection based in Randburg is seeking an experienced Senior Journey Specialist to design and sell complete travel experiences for discerning guests visiting Southern and East Africa.
 
This role blends expert itinerary planning with proactive sales engagement, requiring a deep understanding of the region, a passion for guest service and a strong ability to convert leads into bookings that drive revenue growth.

POSITION INFO:
Duties:

Travel Coordination & Planning:

Design and sell bespoke, tailor-made itineraries for guests, including flights, transfers, and accommodation with the Collection’s properties and independent lodges/hotels.
Pro-actively engage with prospective guests to convert enquiries into confirmed bookings.
Promote upselling and cross-selling opportunities across the Collection’s properties and experiences.
Maintain current and comprehensive knowledge of Collection’s properties, including rooms, locations, layouts, and services.
Stay updated on third-party preferred partners with specialised knowledge of Southern and East Africa.

Sales & Revenue generation:

Meet or exceed monthly and annual sales targets through direct bookings.
Track and report on sales performance, conversion rates, and revenue metrics.
Identify new business opportunities and contribute to the development of sales strategies and campaigns.
Build and maintain strong relationships with high-value clients.

Booking Management & Administration:

Ensure accurate booking information is recorded for each reservation according to property requirements in Res Request, Tourplan, Safari Portal and CRM systems.
Confirm all bookings via email in a timely manner.
Manage reservation files from inception through guest departure
Financial Management
Ensure timely payment collection for reservations
Submit monthly reconciliations for bookings and financial breakdowns

Guest Services Excellence:

Resolve guest complaints promptly and professionally
Ensure all responses and proposals exceed the Collection Journey’s standards with accuracy and brand alignment
Follow up with guests post-travel to ensure satisfaction
Professional Development
Attend educational trips and trade events as required
Contribute to departmental profitability through excellent service delivery

Requirements:

Grade 12 certificate
Degree or Diploma in Tourism or Hospitality
Minimum 8 years of experience in a similar role with proven sales performance, preferably with a tour operator (essential)
Hospitality/Tourism industry experience (advantageous)
Proficiency in MS Office, Tourplan, Res Request (essential)
Comprehensive knowledge of Southern & East Africa travel (essential)
Excellent command of English language and communication skills (essential)
Strong time management and self-discipline
Proactive approach with initiative and creative flair
Team player with positive attitude, enthusiasm, and emotional control
Strong commercial acumen and ability to close sales.
Experience working with sales targets, KPIs, and CRM systems.
Confident negotiator with excellent interpersonal and persuasion skills.