About the job

Beyond is built almost entirely on the strength of remarkable people who give passionately to their roles, work tirelessly, and have the guest experience at the core of their daily focus and care of the sustainability of our communities and environment. Every single ‘&Beyonder’ makes a huge difference to our success and our contribution to the world, regardless of their role or function. For this reason, we choose ‘&Beyonders’ very carefully; they are the strength and the future of this company.

Key Outputs

Clients Guests and Suppliers

• Communication with all relevant parties (Manager, clients, travel consultants, sales teams and lodges) about all developments with regards to guests and guest feedback
• Be on call for any major emergencies and immediately alert the client and General Manager in Nepal
• Constantly re-evaluating internal processes and eliminating any re-work to ensure the smooth, effective and efficient functioning of the teams
• Actively work at improving information flow to all key partners
• Continuously striving to ensure that relationships with clients, consultants, suppliers, sales teams and Beyond Lodges remain strong, open and transparent
• Ensure all client and/or guest complaints are replied to immediately, follow process of informing Guest feedback, and ensure General Manager Nepal is copied on all relevant correspondence
• Assisting consultants in advising clients on all product-related queries
• Managing all reservations queries and issues accurately, efficiently and timely
• Managing client relationships and personally ensuring the highest level of client service delivery at all times
• From time to time, be available to meet with international clients, host dinners, conduct site inspections, and /or host educational and trade shows

People

• Managing the operations teams.
• Manage staff and lead by example
• Empowerment, training, motivationand performance conversations in conjunction with your team leaders
• Ensuring personnel files are kept up-to-date
• Interviewing and hiring new staff in alignment with HR toolkit
• Promote team work within the internal teams with focus on other reservations teams, sales teams, product/rates teams and finance
• Oversee and continuously ensure that team is trained, informed and kept up to date with the latest product information, product offerings, 3rd party specials, &Beyond Lodge updates and &Beyond Lodge offers. This includes all the latest system updates and “how-to” information
• Performance conversations in relation to general performance issues should they arise
• Hold annual performance appraisals as outlined in HR toolkit with all team members
• Manage team leave schedules and working-hour rosters, including emergency duty rosters
• Distribution of incoming enquiries to the team, ensuring capacity is maximized, ensuring that the workload is spread equally and ensuring that our standard turnaround time is always maintained
• Monthly team meetings
• Attend all training sessions on 3rd party and beyond product
• Hands-on management and checking of VIP files to ensure all quality control measure and smooth operation of the itinerary pre-trip and during trip
• Ensure emergency duty reports are submitted each Monday and any issues are followed up, action taken and outcome reported to the regional manager

Finance

• Manage costs in line with revenues and budgets effectively to ensure profitable business Unit
• Ensure through strong commercial focus that all files are profitable and that margins remain in line with and beyond guidelines and immediately bring to attention of the general manager in Nepal any errors resulting in loss of margin through consultant or supplier error
• Month-end processes and procedures to be completed accurately and timely, complying with the month-end time table
• Support and communicate with accounts teams to ensure debtors are collected on time and inform General Manager Nepal
• Financial analysis, modelling and management

Knowledge Required

• Extensive knowledge of Tourplan, alternatively, another reservations system
• In-depth Geographical, Logistical and Product Knowledge of South, Southern and East Africa
• Previous management and/or supervisory experience

Qualifications Required

• 4–5 years management or supervisory experience in the hospitality/tourism industry (inbound tour operating)
• minimum of 7 years inbound experience at a senior level in the hospitality/tourism industry

Skills Required

• Good understanding of terms and conditions, product knowledge, general knowledge, third party and beyond Product destinations
• Understanding of travel industry channels
• E-commerce (Booking platforms, e.g. Take a lot)
• Social Media Platforms (Facebook, Twitter, Instagram, Trip Advisor)
• Excellent computer skills, including:
• Tourplan advantageous
• ESS is essential
• MS Office applications such as Word, Excel, Visio, PowerPoint and Outlook
• Other related systems, such as the Availability and Web Reporting Portal
• New business development
• Understanding of quantitative and qualitative data analysis and being able to make decisions based on these analyses
• Understanding and knowledge of the different markets in which Beyond operates
• Relevant understanding of business is needed to create and formulate a strategy and make commercial decisions
• Sales process and methodologies
• Problem-solving skills
• Negotiation skills
• Experiential Creativity (Crafting Experiences)
• Yielding
• Guest/Client Delight

Personal growth

• Excellent communication skills (E.g. verbal, written, reporting and body language)
• Time management
• Teamwork and interpersonal skills
• Conflict management and resolution
• Attention to detail
• Administration and organization skills
• P-drive Navigation
• Paper filing
• Paperless filing
• Printing and binding of documentation
• Speed Reading and Typing
• Project management
• Memory Skills
• Self-Awareness

People

• Training and development
• Industrial Relations (IR)
• Training on Human Resources Policies and Procedures (e.g. grievances and disciplinaries)
• Interviewing techniques
• Salary negotiation
• Understanding cost to company
• Understanding employee benefits and leave entitlement
• Motivation and coaching
• Operational management (people)
• Operational management (tools & equipment)
• Leading geographically dispersed teams

Personal Attributes

• Good interpersonal skills
• Passionate about delivering service to clients, resulting in guest delight
• Diligence and self-motivation to meet deadlines and keep on top of your job
• Willingness / ability to share information and to teach and inspire others

The successful candidate should have an enquiring mind, be methodical, pay attention to detail, be creative, show perseverance and patience, have the have the ability to work under pressure, accept routine and mundane tasks, have high energy level, be flexible, have the ability to overcome obstacles and persist with the task at hand, and be decisive and adaptable.

We reserve the right to not make an appointment.

Desired Skills and Experience

Reservations, Manager, Nepal.