People, SOTC’s most valuable asset.
SOTC has unwavering faith in the talent and growth potential of its team members. This is why; it has defined its Employee Value Proposition as ‘Fellowship of Winners’, where the culture within the organization is inspiring, motivating and one where people are treated with dignity and respect. Kuoni India firmly believes that its workplace is a living university, where people develop their abilities to the optimum by learning, teaching and striving to perfect the art and science of travel.
A reflection of this belief is seen at Kuoni India in the various systems and processes structured as ‘Building Blocks’. Therefore, there are programmes which substantially benefit everyone, from the new entrant in the organization to the key managers.
For its senior executives, Kuoni India has designed a Management Development Programme (MDP) on the lines of a MBA program which is customized to meet their specific needs. The MDP aims at exposing managers to a broad spectrum of pragmatic managerial tools; while they interact and learn from practicing managers, management professors from premier institutions as well as managers from other Kuoni India divisions.
Since training is a critical aspect in employee development, Kuoni India, focuses on training as an internal process of knowledge sharing. Through Train the Trainers programmes, senior managers are trained, who in turn, train their team members on various topics such as product, process, customer handling etc.
Kuoni India has also initiated Potential Development Centres, where talent is identified, competence at all levels is monitored and each participant receives an unbiased developmental feedback based on the expected standards. This feedback is then jointly developed into an action plan for the individual. A similar concept, called Corporate Development Centres, is present for the senior management level.
Even the best training might not yield the desired results, in the absence of a system of recognition. Understanding this completely, Kuoni has started the Kuoni Fellowship Awards to laud the achievements of its employees. Not only has this strengthened the bond with the employees, it has also resulted in people pushing their limits further.
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Channel Sale Manager Basic Job Information Position (FTE 100%) : Manager Channel Sales Location : India Business Unit : Kuoni Tour Operating Management Level : Management Job Family : Sales Immediate superior (position/level) : BU Head Employees supervised directly (number/level) : 4 (executives) Employees supervised in total (number) : 4 Employees supervised (dotted line) : NA Areas of responsibility & brief description • Ensure PCP – Pre counselling Preparedness for self & team. • Responsible for self & team to maintain & follow grooming standards as specified in the SOP Manual. • Responsible to distribute to the team, enquiries received through – Telephone, emails & Non City Preferred Sales Agents & Travel Agents. • Responsible & monitor that the sales staff is meeting the operating standards each time while they interact with the Preferred Sales Agents & Travel Agents. • Responsible to develop travel agent network in the assigned territory. • Responsible for relationship building and servicing the Associate Sales Officers /Preferred Sales Agents /Travel Agents through self & team. • Ensure that self & his Channel Sales team visits travel agents office as per the shared plan. • Responsible to ensure that all enquiries are reverted by self & team within the specified timeline. • Ensure that self & team does a follow-up on these enquiries and closes the sale. • Responsible to see that the handover of the file post sale to the service team is done in a seamless manner. • To provide proper training to all staff on various international destinations so that they are equipped to handle any inquiry. • To check & ensure that the team Imparts correct information to TA about company, packages offered, TA commission structure and policies. • Be in regular touch with ASO/PSA/TAs and inform them about our new packages, offers and Commission from time to time. • Conduct ASO/PSA/TAs training program. • To escalate any unresolved matter to the Branch Head and ensure timely response being provided in all cases. • Tracking competition & assisting the team to gain higher market share. • Regularly update the Branch Head of the targets achieved and the balance through necessary MIS reports. • Responsible to maintain a enquiry database & to ensure that follow-ups are done by the team & self through this file. To ensure that all prospective enquiries receive e-mailers regularly on all the new offers. • Responsible to achieve daily / weekly / monthly targets for self & with the team as specified by the BM. • Responsible to maintain customer satisfaction levels for self & team @ min 95% during the entire interaction with the customer & Travel Agents. • Adherence to company policies and systems. Financial or budgetary responsibility: NA Grade of external interaction (third party / non Kuoni): <30% external 30 – 50% external> 50% external Requirements Profile Attribute Education & Training Graduate, Diploma in Travel & Tourism Management Work experience (if adequate) Expert Knowledge • Good Communication and interpersonal Skills
• Thorough understanding of Travel systems & procedures
• Strong knowledge about the international destinations
Others • Leadership and people management ability
• Result oriented
Senior Manager/Manager – Adhoc Group Desk Basic Job Information Job Title : DGM/GM – Adhoc Group Desk Location : Kuoni SOTC – Mumbai Reporting To : Head – FIT – PMT Duties and Responsibility • Responsible for the GOP of the ad hoc group desk • To contract rates with hotels / transport suppliers and work on buy-backs and re-negotiations to ensure group is converted / COS margin is met • Maintain TAT as established in the published process • Match and manage competitor quotes, if any • Ensure customer delight on tour by doing quality checks with Tour Managers and ground handlers on phone. To attend to complaints and assist in solving the same on tour • Responsible for Man management of the team • Close liaison with tour managers, airlines, hotels and DMCs • Coordination with Sales Team for all pre departure formalities • Ensure the set up product in existing online platforms (currently STORM) • Have an in depth understanding of customer trends, the market and competition • Responsible for effective, timely and accurate file closure as per set process Essential Competence & Skills Excellent Communication & Interpersonal skills, Customer Orientation, Negotiation skills, Team Management, Decision Making, Networking & Influencing skill. Work Experience • Applicant should have minimum 6-8 years of experience in core FIT/MICE operations • Additional weightage will be given to the candidates who possess a MICE contracting experience • Sound Geographical knowledge – International, Thorough understanding of Travel systems and procedures Educational Qualification • Graduate in any discipline & a Diploma in Travel & Tourism