* MAIN SCOPE AND PURPOSE:
- The Travel & Tours department is the dedicated, end-to-end owner of all Travel & Tours product curation, implementation and sales within Mad Monkey. This department is also responsible for the daily operations of a Madventures Travel & Tours desk in each property.
- The Travel & Tours Guru is responsible for providing up to date knowledge of all products and services that Madventures offer. Helping customers with queries and great customer service to ensure that they have the best experience possible. The Travel & Tours Guru is also responsible for hosting the tours and providing an unforgettable and safe experience.
- All work performed by the Travel & Tours Guru must be underpinned by Mad Monkey's core values; Curiosity, Positivity, Courage, Sincerity and Family Spirit.
* MAIN DUTIES AND RESPONSIBILITIES
- Provide excellent customer service by answering their queries and provide them with information about all tours, travel and relevant information.
- Assist customers with all their travel and Madventures tour bookings.
- Handle customer complaints and resolve them in a timely manner
- Keep up to date with all Madventures tours and latest travel trends, learn extensively about Madventures to become a Guru
- Operate Madventures tours and ensuring the safety of the tour participants at all times Tours Guide
- Ensure the safety of the tour participants, including safety briefs and taking the appropriate action to ensure accidents are prevented
- Provide accurate, informative and fun information on all Madventure tours to enhance the experience of our customers
- Update product price tables and Break-even analyses for all Travel & Tour products.
- Respecting local customs and traditions. Providing customers with knowledge of these including dress codes, language and cultural practices
- Travel & Tour Desk Operations
- Operations of a Madventures tour desks in your property for the assigned amount of hours by your department head
- Drive sales for Mad Monkey tours, third party tours and travel services to in-house and walk-in guests.
- Support Guest Experience team to promote and collect payments for nightly events.
- Maintain records of each sale and customer details for administrative purposes
- Manage Travel & Tour payments and expenses in line with Finance policy.
- Resolve logistical and experiential issues as and when they occur, including outside office hours.
- Drive conversion of honest reviews from satisfied guests.
- Use of a Tour Managements System (TMS) as a single source of truth for tour bookings.