Reservations Assistant - Aviation

Job DescriptionPrimary PurposeDrive sales and ensure top-tier service by offering tailored, efficient, and timely aviation travel solutions. Deliver an exceptional guest experience by accurately quoting, securing, and presenting luxury air travel options with a strong focus on East African destinations and logistics. Build and maintain agent relationships, meet sales targets, and ensure operational excellence. To generate and grow sales whilst maintaining required GP%, great agent relationships and high-level customer service by offering world-class service and attention to detail as we exceed agent & guests' expectations.

To secure, cost and present product to the agent/guest accurately, efficiently, timeously by creating inspirational luxury travel from a flight point of view. Have an excellent knowledge and good geographical understanding of all East African destinations as well as day-to- day regional logistics. General OperationsStay updated on policies, systems, and procedures (Wilderness & Governors Aviation). Coordinate with Aviation Operations to ensure seamless guest service from booking to travel. Key ResponsibilitiesQuoting Bookings Quote accurately and timeously keeping in mind our strategic and preferred AP and upsell Provide accurate and timely quotations that align with strategic preferences and maximize upsell opportunities.

Where possible to benefit both Governors Aviation and the agent. Address agent and guest needs and respond promptly to quote requests. -via telephone and emailOffer quotes for both scheduled and charter flights. Document and explain all quotations clearly for reference. Proactively follow up on all outstanding quotes. Monitor bookings that hold a 24-hour window or have approved ticketing time extensions and follow up for timely paymentsBooking Confirmation and company proceduresOnce an agent confirms their booking in writing, the booking can be confirmed on the system and Ts and Cs will apply.

Ensure that bookings are correctly captured timely invoicing and payment done as per the agreed termsAgents/clients to be invoiced timeously and ensure that payments are made as per the terms and conditions. Apply cancellation policies as neededHighlight VIP guests for personalized handling by the Aviation Operations team. Follow customer care protocols for special needs/high-risk guests. Work together with the accounts team to ensure all paid bookings are timely and appropriately reconciled. Agent Relationship ManagementCollaborate with the Reservations Manager on sales opportunities and agent performance. Build trusted relationships, understanding agents' business models and guest preferences and trends.

Travel Planning & DesignFamiliarize yourself with platforms like Wilderness Window, Tour plan, Aero CRS, and Schedwin. Understand products and logistics from both Governors’ Camp and Wilderness Camp collections. Create customized itineraries based on guest needs and budget. Respond to inquiries promptly, confirm and finalize bookings, and ensure payment collection. Support accommodation travel designers in flight bookings and reconfirmationsCovering the aviation reservations desk as needed/when team members are absent5. Reservation Capturing (As Needed)Integrate Governors Aviation Reservations from WISH into Schedwin. Investigation of errors discovered in reservations, follow up with the consultant and amend as necessary.

Send written confirmation on reservations to travel designers. Furnish Governors Aviation Operations department with information for each booking. Capture all staff bookings.

QualificationDiploma or Degree in Tourism management / or Aviation,Knowledge of East African travel logistics and destinationsFamiliarity with aviation systems such as Aero CRS, Tour plan, Wilderness Window is a strong plusExperienceAt least three years of experience in travel reservations, preferably in the luxury travel or aviation sectorProven background in quoting, confirming, and managing flight bookingsHands-on involvement with guest or agent communications and handling VIP clientsFamiliarity with sales targets, invoicing, and agent relationship managementExperience in handling walk-in guests and professional client service deliverySkillsSkills:

Strong sales and upselling skillsExcellent communication (written & verbal) and interpersonal abilitiesAttention to detail in quoting and booking accuracyTime management & organization to handle follow-ups, payments, and multiple bookingsAbility to work with travel booking systems and CRM toolsComfortable with reporting (sales, reservations, occupancy)Team collaboration with departments like Accounts, Reservations, and Aviation OperationsInterestsPassion for aviation and luxury travelInterest in East African tourism and regional logisticsEnthusiastic about guest service excellenceEnjoys problem-solving, customizing travel itineraries, and providing unique experiencesKeen to stay updated on systems, policies, and market trendsA passion for wildlife and a commitment to sustainability and conservation. Apply