Tours and Travel Consultant

Education & Experience:

• Minimum 2-3 years of experience in a similar role within the travel and tourism industry.
• Experience in customer service, sales, and marketing in the travel sector is an added advantage.
• Familiarity with tour packages, itinerary planning, and travel bookings.

Technical Skills & Knowledge:

• Proficiency in reservation systems and booking platforms (e.g., airline, hotel, and excursion bookings).
• Strong knowledge of East African and Rwandan tourism destinations.
• Understanding of visa processes, travel insurance, and foreign currency exchange.
• Ability to research and prepare competitive tour packages and travel promotions.
• Strong costing and quotation preparation skills.

Soft Skills & Competencies:

• Excellent communication and interpersonal skills.
• Strong customer service orientation and ability to handle inquiries professionally.
• Ability to work in a fast-paced environment and manage multiple tasks efficiently.
• High level of attention to detail and organizational skills.
• Problem-solving skills to handle customer queries and complaints effectively.
• Ability to work independently and as part of a team.

• Preparing costing sheets, quotations and itineraries for the Employer’s clients, potential clients or any other work
• Tour costing, preparing customer quotations, itineraries and raising invoices and preparing content for the welcome packs and pager (minimum 3 days prior to clients’ arrival)
• Preparing various safari packages for sale on the Employer’s website, at the office or during exhibitions or any other avenue that the Employer shall deem fit.
• Marketing the Employer’s products locally and internationally through all the channels available
• To always respond to clients’ enquiries via telephone, email, social media and one on one at our offices or clients’ offices
• Following up clients to book the trips or other services to be booked as per the quotes
• Booking hotels airlines excursions and transport for the Employer’s clients locally and internationally using the Employer’s IT System;
• Ensuring that the clients enjoy every bit of the safari or other service provided by coordinating with the hotels tour guides and airlines even during out of office hours;
• When possible accompanying the clients as a tour leader when there are big group trips or other times as the Employer shall deem fit;
• Following up clients after the safari or other service provided to get feedback on the experience of the safari or other service provided;
• Researching and advising on holiday offers and promotions that clients can purchase;
• Ensuring that the clients pay in cleared funds prior to departure or checking in.
• Dealing with customer queries and complaints
• Providing advice about visas or passports and facilitating and applying for the same on behalf of clients;
• Plan, describe, arrange and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.
• Provide customers with brochures and publications containing travel information such as local customs, points of interest or foreign country regulations;
• Selling holidays and travel insurance.
• Assist clients with reservations, transfers, changes and cancellations
• Book domestic and international reservations for air travel, rail tickets, hotel and car rentals
• Sourcing products and destinations to meet consumer demands for bespoke travel and sustainable tourism;
• Taking part in familiarization visits/firm trips as organized by the Employer to new destinations to gather information on issues and amenities of interest to consumers;
• Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.
• Meeting sales mark-up targets as set out by the Employer;
• Responding to all emails promptly with a 12-hour turnaround time on Rwandan safari enquiries and a 24-hour turnaround on East African enquiries and if the work load is too much to achieve this inform the Customer Services Manager immediately so s/he can assist;
• Issuing supplier vouchers for accommodation and flights and following through to ensure written confirmation is received and printed for the file using the Employer’s IT System.
• Re-confirm all invoices raised by suppliers in regard to the client files and approving for the Accounts department to pay.
• Procure flight tickets from the respective airlines and forward the same to the concerned member of staff.
• Receive and handle enquiries from overseas agents, local agents, direct overseas clients, direct resident clients, and any other person or agent;
• Procure entry tickets and requisition imprest as required for client files
• Accurately input park ticket requirements in tour plan and co-ordinate with reservations on park tickets.
• Ensure that a client file is worked on from start to finish in a professional manner with all relevant booking correspondences and written service confirmations.
• Submitting the client file to the relevant department of the Employer as soon as the file is complete.
• Briefing drivers prior to road safaris and on any other special arrangements;
• Advising clients about passports, vaccinations, visas, foreign currency, travel insurance, excursions and all other queries travelers might have pre-departure and during the safari for confirmed clients/ files, requesting for transport from the transport organizer in the reservations department;
• Immediately informing the Customer Services Manager of any issues affecting clients and assisting in solving the problem and thereafter communicating with the agents or clients as required.
• Relieve sales and marketing employees or customer service employees when they are on leave when called upon/required to do so by the Employer;
• Prepare, set up and work at exhibitions as per the Employer’s duty roster on exhibitions;

• Bachelor’s degree or diploma in Tourism, Hospitality Management, Business Administration, or a related field.