Key Responsibilities

The successful candidate will be responsible for supporting the lodge reservations function and ensuring excellent service delivery to guests, agents, operators, suppliers, and internal stakeholders.

Key responsibilities include:

• Maintaining constant, consistent, and professional communication with colleagues, agents, operators, guests, and suppliers, both by telephone and email.
• Creatively designing and planning tailor-made FIT leisure itineraries that deliver unique and exceptional guest experiences.
• Managing the full reservations process from quotation stage through to confirmation, invoicing, and preparation of final travel documentation.
• Ensuring all turnaround times are met in line with company standard operating procedures and service level expectations.
• Proactively promoting and selling products and services while creating the best possible itineraries and experiences for guests.
• Assisting and advising clients in selecting suitable travel options based on their preferences, budgets, and travel requirements.
• Resolving booking-related issues, amendments, and challenges in a professional and timely manner.
• Participating in Saturday duty coverage on a rotational basis.
• Participating in Public Holiday duty coverage on a rotational basis.
• Providing operational support and backup coverage for colleagues during periods of leave or absence.
• Continuously expanding product and destination knowledge through training sessions, educational trips, and self-development initiatives.
• Providing support to guests and agents requiring amendments, cancellations, or additional assistance related to existing reservations.
• Building and maintaining strong working relationships with agents, suppliers, and internal stakeholders to ensure seamless service delivery and guest satisfaction.

Company Values

The successful candidate will be expected to uphold and actively embody the values of &Beyond, including:

• Care of the people
• Care of the land
• Care of the wildlife

Knowledge, Skills and Competencies Required

Applicants should have strong travel industry knowledge, excellent communication skills, and the ability to manage reservations in a fast-paced service environment.

The required knowledge, skills, and competencies include:

• Strong knowledge of East Africa as a travel destination, including key tourism circuits, experiences, and seasonal considerations.
• In-depth geographical, logistical, and product knowledge of East Africa, including accommodation, transport networks, conservation areas, and safari operations.
• Good understanding of delivering exceptional service standards to agents, guests, and industry partners.
• Strong working knowledge of Tourplan or a similar reservations and booking system.
• A positive attitude with a willingness and aptitude to continuously learn and develop.
• Strong organizational and time management skills, with the ability to manage multiple tasks simultaneously.
• Strong lateral thinking and problem-solving ability, particularly in high-pressure or changing operational environments.
• Ability to work proactively, take initiative, and operate with minimal supervision when required.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Strong attention to detail and accuracy in all aspects of reservations and itinerary planning.
• Ability to work effectively both independently and within a team environment.
• Ability to remain calm, solution-driven, and professional under pressure.

Technical and Professional Skills Required

Applicants should demonstrate strong systems proficiency, commercial awareness, and a good understanding of travel operations.

Required skills include:

• Good understanding of travel industry distribution channels and operational processes.
• Excellent computer literacy and systems proficiency.
• Excellent working knowledge of Tourplan NX.
• Proficiency in MS Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Working knowledge of WETU.
• Ability to interpret both quantitative and qualitative data and make informed operational and commercial decisions based on analysis.
• Good understanding of the different source markets in which &Beyond operates, including guest expectations, travel trends, and market preferences.
• Strong commercial awareness with the ability to contribute to business strategy and make sound commercial decisions.
• Good understanding of sales processes, methodologies, and client relationship management.
• Strong problem-solving and decision-making skills, particularly within fast-paced operational environments.
• Strong experiential creativity with the ability to craft unique, seamless, and memorable travel experiences for guests.
• Passion for delivering exceptional guest and client delight through personalized service and attention to detail.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with agents, guests, suppliers, and colleagues.
• Strong attention to detail, organizational ability, and ability to manage multiple priorities effectively.
• Ability to work both independently and collaboratively within a team environment.

Personal Characteristics

The ideal candidate should demonstrate the following personal qualities:

• Good interpersonal skills.
• A strong sense of urgency.
• Passion for guest delight.
• Diligence and self-motivation to meet deadlines and stay on top of responsibilities.
• Willingness and ability to share information, teach, and inspire others.

Personal Growth Areas

The role requires continuous personal and professional development in the following areas:

• Excellent communication skills, including verbal, written, reporting, and body language.
• Time management.
• Teamwork and interpersonal skills.
• Conflict management and resolution.
• Attention to detail.
• Administration and organization skills.
• Paperless filing.
• Speed reading and typing.

Previous Work Experience Required

Applicants must have a minimum of 4 to 6 years of previous tour consulting experience.

The successful candidate should also have:

• An enquiring mind.
• A methodical approach to work.
• Strong attention to detail.
• Creativity.
• Perseverance and patience.
• Ability to work under pressure.
• Ability to accept routine and mundane tasks.
• High energy levels.
• Flexibility.
• Ability to overcome obstacles and persist with the task at hand.
• Decisiveness and adaptability.

• Maintaining constant, consistent, and professional communication with colleagues, agents, operators, guests, and suppliers, both by telephone and email.
• Creatively designing and planning tailor-made FIT leisure itineraries that deliver unique and exceptional guest experiences.
• Managing the full reservations process from quotation stage through to confirmation, invoicing, and preparation of final travel documentation.
• Ensuring all turnaround times are met in line with company standard operating procedures and service level expectations.
• Proactively promoting and selling products and services while creating the best possible itineraries and experiences for guests.
• Assisting and advising clients in selecting suitable travel options based on their preferences, budgets, and travel requirements.
• Resolving booking-related issues, amendments, and challenges in a professional and timely manner.
• Participating in Saturday duty coverage on a rotational basis.
• Participating in Public Holiday duty coverage on a rotational basis.
• Providing operational support and backup coverage for colleagues during periods of leave or absence.
• Continuously expanding product and destination knowledge through training sessions, educational trips, and self-development initiatives.
• Providing support to guests and agents requiring amendments, cancellations, or additional assistance related to existing reservations.
• Building and maintaining strong working relationships with agents, suppliers, and internal stakeholders to ensure seamless service delivery and guest satisfaction.

• Strong knowledge of East Africa as a travel destination, including key tourism circuits, experiences, and seasonal considerations.
• In-depth geographical, logistical, and product knowledge of East Africa, including accommodation, transport networks, conservation areas, and safari operations.
• Good understanding of delivering exceptional service standards to agents, guests, and industry partners.
• Strong working knowledge of Tourplan or a similar reservations and booking system.
• A positive attitude with a willingness and aptitude to continuously learn and develop.
• Strong organizational and time management skills, with the ability to manage multiple tasks simultaneously.
• Strong lateral thinking and problem-solving ability, particularly in high-pressure or changing operational environments.
• Ability to work proactively, take initiative, and operate with minimal supervision when required.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Strong attention to detail and accuracy in all aspects of reservations and itinerary planning.
• Ability to work effectively both independently and within a team environment.
• Ability to remain calm, solution-driven, and professional under pressure.
• Good understanding of travel industry distribution channels and operational processes.
• Excellent computer literacy and systems proficiency.
• Excellent working knowledge of Tourplan NX.
• Proficiency in MS Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Working knowledge of WETU.
• Ability to interpret both quantitative and qualitative data and make informed operational and commercial decisions based on analysis.
• Good understanding of the different source markets in which &Beyond operates, including guest expectations, travel trends, and market preferences.
• Strong commercial awareness with the ability to contribute to business strategy and make sound commercial decisions.
• Good understanding of sales processes, methodologies, and client relationship management.
• Strong problem-solving and decision-making skills, particularly within fast-paced operational environments.
• Strong experiential creativity with the ability to craft unique, seamless, and memorable travel experiences for guests.
• Passion for delivering exceptional guest and client delight through personalized service and attention to detail.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with agents, guests, suppliers, and colleagues.
• Strong attention to detail, organizational ability, and ability to manage multiple priorities effectively.
• Ability to work both independently and collaboratively within a team environment.
• Good interpersonal skills.
• A strong sense of urgency.
• Passion for guest delight.
• Diligence and self-motivation to meet deadlines and stay on top of responsibilities.
• Willingness and ability to share information, teach, and inspire others.
• Excellent communication skills, including verbal, written, reporting, and body language.
• Time management.
• Teamwork and interpersonal skills.
• Conflict management and resolution.
• Attention to detail.
• Administration and organization skills.
• Paperless filing.
• Speed reading and typing.
• An enquiring mind.
• A methodical approach to work.
• Strong attention to detail.
• Creativity.
• Perseverance and patience.
• Ability to work under pressure.
• Ability to accept routine and mundane tasks.
• High energy levels.
• Flexibility.
• Ability to overcome obstacles and persist with the task at hand.
• Decisiveness and adaptability.

• Strong knowledge of East Africa as a travel destination, including key tourism circuits, experiences, and seasonal considerations.
• In-depth geographical, logistical, and product knowledge of East Africa, including accommodation, transport networks, conservation areas, and safari operations.
• Good understanding of delivering exceptional service standards to agents, guests, and industry partners.
• Strong working knowledge of Tourplan or a similar reservations and booking system.
• A positive attitude with a willingness and aptitude to continuously learn and develop.
• Strong organizational and time management skills, with the ability to manage multiple tasks simultaneously.
• Strong lateral thinking and problem-solving ability, particularly in high-pressure or changing operational environments.
• Ability to work proactively, take initiative, and operate with minimal supervision when required.
• Excellent written and verbal communication skills.
• Strong interpersonal skills.
• Strong attention to detail and accuracy in all aspects of reservations and itinerary planning.
• Ability to work effectively both independently and within a team environment.
• Ability to remain calm, solution-driven, and professional under pressure.
• Good understanding of travel industry distribution channels and operational processes.
• Excellent computer literacy and systems proficiency.
• Excellent working knowledge of Tourplan NX.
• Proficiency in MS Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Working knowledge of WETU.
• Ability to interpret both quantitative and qualitative data and make informed operational and commercial decisions based on analysis.
• Good understanding of the different source markets in which &Beyond operates, including guest expectations, travel trends, and market preferences.
• Strong commercial awareness with the ability to contribute to business strategy and make sound commercial decisions.
• Good understanding of sales processes, methodologies, and client relationship management.
• Strong problem-solving and decision-making skills, particularly within fast-paced operational environments.
• Strong experiential creativity with the ability to craft unique, seamless, and memorable travel experiences for guests.
• Passion for delivering exceptional guest and client delight through personalized service and attention to detail.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with agents, guests, suppliers, and colleagues.
• Strong attention to detail, organizational ability, and ability to manage multiple priorities effectively.
• Ability to work both independently and collaboratively within a team environment.
• Good interpersonal skills.
• A strong sense of urgency.
• Passion for guest delight.
• Diligence and self-motivation to meet deadlines and stay on top of responsibilities.
• Willingness and ability to share information, teach, and inspire others.
• Excellent communication skills, including verbal, written, reporting, and body language.
• Time management.
• Teamwork and interpersonal skills.
• Conflict management and resolution.
• Attention to detail.
• Administration and organization skills.
• Paperless filing.
• Speed reading and typing.
• An enquiring mind.
• A methodical approach to work.
• Strong attention to detail.
• Creativity.
• Perseverance and patience.
• Ability to work under pressure.
• Ability to accept routine and mundane tasks.
• High energy levels.
• Flexibility.
• Ability to overcome obstacles and persist with the task at hand.
• Decisiveness and adaptability.