Chantel van der Merwe
Wendoree Park,NSW
Summary
I have extensive experience in building customer relationships and managing multiple tasks simultaneously while maintaining high attention to detail. I always strive for the highest levels of service standards to achieve management excellence. With several years of experience in the travel and tourism industry, my skills and experiences are transferable to other industries. I hold a Degree in Culture & Heritage Tourism and have completed GDS courses in Worldspan, Galileo, and Amadeus. I am also enrolling in a Sabre course to gain more extensive knowledge of this booking system
Overview
18
18
years of professional experience
Work History
Travel Manager
FCM Travel
09.2024 - Current
- Manage travel requirements and present tailored travel solutions for NSW Government Health departments
- Assist in making professional and accurate business travel arrangements for corporate accounts, including air, car, hotel, and ground transportation reservations
- Adhere to company procedures, account guidelines, and customer service standards in travel arrangements, ticketing, Phase IVs, ticket exchanges/changes, and CRS/GDS productivity
- Collaborate with team members, assisting other agents as needed to complete all client service functions
- Maintain favorable working relationships with accounts and their employees
- Provide effective solutions to travel-related issues clients encounter
- Strong international fare skills
- Proficient in SABRE GDS for booking cars, hotels, flight reservations, issuing tickets, reissuing tickets, invoicing, and issuing charge-back vouchers for hotels and cars
- Excellent communication and professionalism
- High attention to detail and strong time management skills
- Expertise in fares and complex itineraries
- Organized large-scale group travel arrangements, ensuring seamless logistics for both domestic and international trips.
- Enhanced travel experience for clients by researching and recommending unique destinations and activities.
- Managed budgets and monitored expenses to ensure financial objectives were met consistently across all bookings.
- Negotiated competitive rates with vendors to provide cost-effective travel options for clients.
Account Executive
Now Media (Pty) Ltd
12.2021 - 02.2024
- Ensuring operators information is 100% correct
- Sending out up-date letter every month
- Making changes required within 24 hours
- Ensure information is what agents need (revised from time to time and is accurate, relevant and user friendly)
- Ensure that operating systems provide a streamlined, effective and accurate service to clients (ensure quality, consistency, continuity and service oriented business ethic)
- Renewal of accounts and accounting issues
- Renewing at least 90% of allocated contracts timeously
- Encourage clients to renew contract for larger number of index or take add, indexes where necessary
- Maintain accurate records of number of indexes to ensure clients are billed correctly
- Assist with the collection of pre-payments and outstanding monies where necessary
- Promotions
- Maintain a high commitment to customer focus and the creation of value add by promoting clients on the Travelinfo system (info to be advertised on all the relevant sections and clients to take additional screens where necessary)
- Put forward client's new products, specials, etc (being on the look-out for a new angle to be considered for daily news)
- Have a clear understanding of customers' company, needs and service expectations
- Regular and meaningful communication with clients
- Records to be kept of face-to-face calls (minimum 6 per month), plus telephonic contact
- Maintain good relationship with agents who call in with queries and suggestions
- Identifying potential problem clients and taking appropriate action timeously
- Assist with Travelinfo technical and general problems
- Maintain and increase readership of travel consultants
- Administration and General Duties
- Chasing up of proofs and completed work
- Ensure accurate records are kept of client information, in case of dispute
- Working as a team player to improve productivity
- Assist with new projects where necessary
- Maintain effective and proactive internal relationships
Senior Business Travel Consultant
Tourvest Travel Services
07.2017 - 07.2020
- Travel issuance for the following accounts under American Express Business Travel: Tenova Pyromet, Tenova Takraf, Mazda SA, Renault SA
- International, regional and domestic bookings for clients
- Working on AmaProduct Knowledge and understanding of trends and development within the Travel industry
- Good Geographical Knowledge
- Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
- Knowledge and work on the Amadeus and TRAVEL IT
- Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
- Accurately complete all reissues
- Ability to complete all refunds accurately
- Ensure corporate fares are utilized
- Understanding and adhering to the clients' travel policies and procedures
- The ability to advise the solution to the problem
- A client centric mentality, with consistent extra mile service
- Ability to build relationships with clients
- Immediate attention to any client complaint
- Adhere to client turnaround times
- Building and maintain multi-level relationship within the company
- Complete Monthly Open ticket and Refund report
- Order of Forex through American Express Forex
- Organizing Visa Letters via Travel Insurance Companies
- Adhering to turn SLA turnaround times
- Training of Junior Staff
- Assist with Visas where possible through Visa International or MDS Visapak
- Assisting in navigating Travel Bookers to work on TRAVEL IT
Senior in Charge: Business Travel
Tourvest Travel Services
05.2015 - 07.2020
- Product Knowledge and understanding of trends and development within the Travel industry
- Good Geographical Knowledge
- Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
- Knowledge and work on the Amadeus and TRAVEL IT
- Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
- Accurately complete all reissues
- Ability to complete all refunds accurately
- Ensure corporate fares are utilized
- Understanding and adhering to the clients' travel policies and procedures
- The ability to advise the solution to the problem
- A client centric mentality, with consistent extra mile service
- Ability to build relationships with clients
- Immediate attention to any client complaint
- Adhere to client turnaround times
- Building and maintain multi-level relationship within the company
- Complete Monthly Open ticket and Refund report
- Order of Forex through American Express Forex
- Organizing Visa Letters via Travel Insurance Companies
- Adhering to turn SLA turnaround times
- Training of Junior Staff
- Assist with Visas where possible through Visa International or MDS Visapak
- Interim on site account; navigating Travel Bookers to work on TRAVEL IT up until the full tool is rolled out
Senior Business Travel Consultant - Home Networker
Tourvest Travel Services
07.2013 - 07.2020
Intermediate Business Travel Consultant
Tourvest Travel Services
06.2013 - 07.2020
- International and domestic bookings for clients of Nissan & Renault; Organising visas as well
- Working on Amadeus; SAM and Communicator to generate quotes; issue tickets and invoices
- Financial awareness
- Product Knowledge and understanding of trends and development within the Travel industry
- Good Geographical Knowledge
- Detailed and in-depth knowledge and understanding of the structure, operations, systems, systems and procedures of the organisation
- Knowledge and work on the Amadeus/Galileo GDS
- Issue full domestic, regional and point-to-point international reservations including hotel, car, air, transfer, B&B etc
- Accurately complete all reissues
- Ability to complete all refunds accurately
- Ensure corporate fares are utilized
- Understanding and adhering to the clients' travel policies and procedures
- The ability to advise the solution to the problem
- A client centric mentality, with consistent extra mile service
- Ability to build relationships with clients
- Immediate attention to any client complaint
- Adhere to client turnaround times
- Attendance of company meetings and functions/team building
- Building and maintain multi-level relationship within the company
- Networking at industrial related events
- Team player
Senior Corporate Travel Consultant
Flight Centre South Africa
09.2013 - 07.2017
Leisure Travel Consultant
Flight Centre South Africa
09.2010 - 06.2013
- Using reservation system; Galileo
- Meeting a target of R37 500 per month on commission basis only
- Total Sales Revenue of R400 000
- Knowledge of processes involved in customer and personal services including assessing customer needs, evaluating customer satisfaction and meeting quality standards for travel agent services
- Clerical and administrative duties
- Computer skills
- Managing files and records
- Up to date with airline rules, regulations and general requirements
- Liaison with travel and hotel industry across the globe
- Motivate team and present regular morning meetings
- Constantly working under pressure and meeting clients needs
- Interacts with clients to provide necessary information on travel destinations, offers and other services related to travel offers and incentives
- Secure new clients and retain existing clients through regular customer service
- Seeks customer requirements and accordingly determines destination, dates, transport, accommodation, financial considerations
- Book airline tickets, make hotel reservations, and make necessary arrangements for sightseeing or other travel related needs
- Collect payment for bookings and reservations from clients
- Assist clients with cancellations, changes and transfers
- Constantly checking GDS queues and stay up to date with important travel information
- Book domestic and international reservations for air travel, rail tickets, hotel and car rentals
Rental Sales Consultant
AVIS
09.2009 - 09.2010
- One has to be customer-focused, must be sales motivated and highly skilled interacting with customers
- Must have excellent communication skills to promote and sell products and services
- Check-in and check-out of vehicles to customers
- One needs to handle all customer enquiries
- I also have to do a lot of administration work
- One needs to control the fleet
- The job also includes shift work; one must be able to work under pressure
- All work gets done on the general system; Wizard
Restaurant Manager and Front Office
DIKHOLOLO SHAREBLOCK COMPANY
06.2007 - 08.2008
- Ordering supplies
- Handling customer enquiries and complaints
- Taking reservations
- Greeting and advising customers
- Problem solving
- Preparing and presenting staffing/sales reports
- Assessing and improving profitability
- Handling administration and paperwork
- Liaising with customers, employees, suppliers, licensing authorities, sales representatives etc
Junior Travel Consultant
Pentravel
04.2007 - 06.2007
- Bookings on the Worldspan Reservation System
- Structuring of Holiday Packages
- Discuss clients' requirements and provide advice on worldwide destinations, tours, accommodation and flights
- Plan, prepare and cost itineraries for clients
- Liaise with agents, accommodation owners, airlines and other transport providers
- Issue tickets, accommodation vouchers and all other relevant documentation
- Confirm bookings and notify clients of luggage, insurance, medical, passport, visa and currency requirements
- Work upfront with clients in shop
Customer Service Agent
Swissport
11.2006 - 04.2007
- Look brilliant by maintaining a professional appearance at all times by properly wearing the British Airways uniform
- Greet guests and ensure they feel warmly welcomed
- Be professional ensuring that all guests documentation is in order and handle all guests' requests for service
- Issue boarding cards and necessary baggage tags for both local and online checked-in guests
- Treat each guest as an individual and be thoughtful in situations requiring special consideration
- Handle responsibly all situations where a guest feels we have not delivered to his/her expectations
- Recognize that operating a safe and secure airline
Education
BHCS - CULTURE AND HERITAGE TOURISM
University of Pretoria
South Africa01.2006
Senior Certificate -
High School Secunda
South Africa01.2002
Skills
- Resolving Issues
- Written Communication
- Contract Negotiation
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Adaptability and Flexibility
Languages
Afrikaans
English
Timeline
Travel Manager
FCM Travel
09.2024 - Current
Account Executive
Now Media (Pty) Ltd
12.2021 - 02.2024
Senior Business Travel Consultant
Tourvest Travel Services
07.2017 - 07.2020
Senior in Charge: Business Travel
Tourvest Travel Services
05.2015 - 07.2020
Senior Corporate Travel Consultant
Flight Centre South Africa
09.2013 - 07.2017
Senior Business Travel Consultant - Home Networker
Tourvest Travel Services
07.2013 - 07.2020
Intermediate Business Travel Consultant
Tourvest Travel Services
06.2013 - 07.2020
Leisure Travel Consultant
Flight Centre South Africa
09.2010 - 06.2013
Rental Sales Consultant
AVIS
09.2009 - 09.2010
Restaurant Manager and Front Office
DIKHOLOLO SHAREBLOCK COMPANY
06.2007 - 08.2008
Junior Travel Consultant
Pentravel
04.2007 - 06.2007
Customer Service Agent
Swissport
11.2006 - 04.2007
BHCS - CULTURE AND HERITAGE TOURISM
University of Pretoria
Senior Certificate -
High School Secunda
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