Luxury and Latin Manager

Position Overview

The Luxury and Latin Manager is responsible for managing all supervisors and travel consultants in the Luxury and Latin department who are handling the files for all our B2B accounts for Luxury designated and Latin markets. The Luxury and Latin Department handles every aspect of the file including sales and reservations and ensures it is successfully operated on daily business activities and ensures that sales objectives are met.

Responsibilities

Sales and Business development

• Handle VIP files or assist with complicated files specially for Luxury clients.
• Coordinate with management: operations; ticketing; accounting and product managers to ensure that chances of materialization (conversion ratio) of sales are optimal.
• Develop client database, prospect new clients and reply to tenders.
• Maintain formal and informal meetings with the Key Accounts, when necessary (FAM trips, trade shows, visits to the office, etc.).
• Handle refunds or discounts to clients if any (according to terms and conditions).
• Develop and cultivate good relations with partners and clients.
• Provide product advice and expertise to new and existing agents. 
• Create new products together with the Product Manager for the Luxury and Latin Markets.
• Liaise with EXO Sales Office as well as with Regional Luxury and Latin coordinator.
• Represent The Company at social events and travel trade shows when requested.
• Go with the client during the inspections trip and fam trips if required.

Team Management

• Make sure all team members adhere to company policies and procedures.
• Perform annual employees performance assessments and make recommendations to GM.
• Identify the training needs and supervise the implementation of the training plan.
• Manage Luxury and Latin department including supervisors and senior travel consultants in their particular domain.
• Keep oneself informed and updated of all operational aspects in the department.
• Assist the supervisor in training new employees
• Advise or solve problems in case there are difficulties with one of the files (in quotation, itinerary, reservations, invoicing or after sales stage).
• Accompany your teams in understanding properly new requests, giving them guidelines on a daily basis, control and correct all important correspondences from consultants to clients
• Manage and take action to effectively solve disciplinary matters and customer complaints. Inform the teams about the problems and solutions.

Quality and reporting

• Supervise B2B travel correspondences by email of Luxury and Latin Department on important occasions
• Supervise all travel inquiries of the Luxury and Latin Department: accompany staff in understanding properly new requests, giving them guidelines, control and ensure accuracy of important correspondences from Luxury and Latin Consultants to clients
• Ensure OKRs are met and each team member understand and meet theirs
• Evaluate once a month the performance of direct travel agents and initiate activities to increase volume of travel agents or increase profitability of travel agents overseas.
• Conduct a quarterly meeting (in coordination with the product department) to inform travel consultants about new travel products and assist travel consultants in advising their clients.
• Coordinate once a month the demand for travel products from the market and forward these to the product department.
• Coordinate with the General Manager and Managing Director for any important or sensitive case, report the solution to our client in a timely manner.
• Ensure all sales and reservations are reported using EXO tools
• Monthly reporting and sales reporting to the General Manager.
• Carry out the follow-up of the accounts necessary to make the reporting.
• Alert the Accounting Department and General Manager in case of non-payment.

Qualifications

• A bachelor’s degree or higher in Hospitality, Tourism, or a related field.
• Good command of written and spoken English, other foreign language: French; German; Spanish is a plus.
• Excellent negotiation skills, well organized and reliable.
• Has an analytical mind with strong business acumen.
• A minimum 5 years’ experience as a similar role; Experience in Tourism field is a must.
• Preferably with extensive working experience in a well-known travel and tours company.

Skills

• Hands-on experience with the ability to work as part of a team.
• Excellent sales and negotiation skills.
• High degree of customer service with an eye for detail and presentation.
• Strong organizational skills, ability to work under pressure and prioritize tasks.
• Ability to create and develop good communication with the suppliers and the team.
• Strong leadership skills with the ability to motivate and train staffs.
• Good computer literacy (MS Office; Word, Excel, Outlook, PowerPoint, G-Suites).