Samantha Botes

• Serve as the primary point of contact when issues rise outside of office hours.
• Addressing such issues so that the traveller is satisfied, updating the agent and consultant, and doing this with minimal financial loss to the company.
• Fostering strong relationships between internal teams and external partners.
• Maintained up-to-date knowledge of operational as well as industry trends, sharing insights with colleagues to drive continuous improvement efforts.
• Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
• Collaborated closely with department heads to identify opportunities for process improvement initiatives.
• Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.

Countries visited: Zimbabwe, Zambia, Botswana

• Freelance work: writer of blog posts, magazine articles, review articles as well as blog management
• Transcription work
• Sales at Travel Ideas Magazine
• Article writing for Travel Ideas Magazine

• Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
• Filling of 'dead beds' to assist the business with inventory
• Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
• Assisted rectifying the Financial Reports for the accounts department.
• Managed a small team of consultants, ensuring high-quality service and accurate bookings.
• Participated in industry events or networking opportunities to build relationships with travel partners as well as with members.

Reason for leaving: Seeking a healthier work-life balance and environment more aligned with my values.

I really enjoyed working in this department as I was working with the traveller directly and could sell the Wilderness destinations to them confidently.

• Worked closely with potential guests/ clients directly on the phone as well as via email to create their safari trips with a short lead time, while at the same time assisting the business to fill 'dead beds.'
• Creating their bookings from start to finish, including taking payments and handling their data and all of their travel documentation.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• There was a trial phase of working with the international direct traveller and I was the person who was managing this. I would chat with the potential guest, via phone and email, work out their itinerary, promote various camps and lodges within the countries they wanted to visit, and handle all of the arrangements, including their travel documentation.

Reason for leaving: I was promoted to Reservations Manager within the team.

• Managed team of reservation consultants, ensuring high-quality service and accurate bookings
• Handling errors and complaints that happened after hours
• Assisted in creating bespoke itineraries for travellers with special interests, in close conjunction with the product manager for Touring.
• Consulted with international travel agents directly to ensure they had the correct guide and services arranged for their clients
• Networking with suppliers to enhance relationships

Reason for leaving: I was approached to work in the Members Team.

This was a part-time position when various departments in the inbound division were short-staffed due to resignations, illness or maternity leave.

• Worked closely with various agents from different countries to ensure their bookings were handled well, and were up-to-date.
• Worked closely with agents to customise the best African journeys for their clients within their budget.
• Collaborated with various departments to successfully deliver comprehensive arrangements for clients

Reason for leaving: Was approached to manager the Touring division.

• Create weekly lessons on the four main emotions that are relevant to grade R children
• Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
• Implemented classroom management techniques that fostered a positive and inclusive learning environment for all students.
• Provided monthly feedback to parents.

Reason for leaving: This was great in terms of time, but again, when the schools closed for the holidays, there weren't any lessons and therefore no income. I had to go back to back to a full time employed job.

I started the remote team with Harriet Mileham, who was the Reservations Manager. This was a new department at Wilderness to accommodate the US Market within their time zones.

• Created travel itineraries around Africa for agents in the USA, to fulfill their client's desires and stay within budget.
• Followed all company policies and procedures to deliver quality work.
• Worked with various teams in the business to enhance relationships and reach goals.
• Championed the adoption of new software tools that streamlined workflows across multiple departments.

Countries visited: Botswana

Reason for leaving: We ended up working during the day AND at night. Night time was to work at the same time as the agents, and at that time, not many properties has reservations open at the time, so had to work during the day as well. And still with young children, it was tough.

• Maintained appropriate filing of personal and professional documentation.
• Oversaw personal and professional calendars and coordinated his travel arrangements.
• Assisted arranging tours with the company owner, who would lead tours through Egypt.
• Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Improved time management of the executive through effective prioritization and organization of tasks.

Reason for leaving: It was difficult juggling two part time jobs with small children and I needed more stability, so when the opportunity at Wilderness came up, I jumped at it!

This was a part time job working from home, and at the same time I worked as the PA for Egypt today.

• Created safaris within the companies set departure dates of local safaris mostly within the Kruger area.
• Streamlined reservation processes for increased accuracy and reduced booking errors.
• Partnered with other departments to streamline interdepartmental communication regarding reservations-related matters such as special requests or changes to existing bookings.

Reason for leaving: It was on a part-time contract basis, and I was the first person who had worked for them on a remote basis, but they decided they preferred having their team in the office (in George).

• Reservations consultant working with agents in the UK, creating tailor-made itineraries for their clients.
• Maintained detailed records of all reservations transactions for accurate reporting and analysis purposes.
• Worked closely with our Touring division to provide tours and transfers to clients travelling in Cape Town.
• Took on the role as the Positive Health monitor of the office and attended training courses in Johannesburg. This information had to then be dispersed to the employees in the Cape Town office.

Reason for leaving: They closed down the Cape Town office and we had the choice to either relocate to Johannesburg, or take a retrenchment package.

Sure Tours was the wholesale division for the Sure Travel group, focusing predominantly on the Sure Travel Agents

• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Tailor-made booking reservations within the parameters of the contracted suppliers for the Sure Group.

Reason for leaving: Retrenched; they down-sized the wholesale division and it was a 'last-in, first-out' situation.

I have a huge passion for Finland and went over there on an educational trip with the intention to start a small business selling outbound travel arrangements through local travel agents.

• Self-motivated, with a strong sense of personal responsibility.
• Built relationships with key suppliers in Finland for all necessary parts of a trip, including Santa/ Christmas tours, skiing holidays, nature holidays.
• Worked with a graphic designer to create an online digital brochure.
• Called on agents who initially were interested but the price point was just too high at the time due to the recession.

Reason for ending it: I hadn't done enough market research prior to trying to start this, and coupled with the recession, I had to go back to work.

I worked in the Scandinavian Department with travel agents across Finland, Sweden, Denmark and Norway booking travel itineraries around South Africa.

• Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.
• Resolved any discrepancies or issues in reservations quickly and effectively to maintain guest satisfaction levels.
• Contributed to the overall success of the company by consistently meeting or exceeding performance targets and goals in a highly competitive market.

Reason for leaving: I tried to start a small company selling outbound travel to Finland, but that happened as the 2008 recession started and unfortunately it didn't work.

• Cultivated critical thinking skills through challenging assignments that required analysis, synthesis, and evaluation of information from various sources.
• Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
• Selected and designed lesson plans and curriculum to meet academic objectives.

Reason for leaving: I absolutely loved lecturing, but when you don't work, you don't get paid so when college closes for holidays, there wasn't an income.

• Increased student interest by incorporating real-world examples into lessons and connecting material to relevant experiences.
• Arranged site inspections at local hotels to show the students real-life work examples and allow them the time to ask questions to staff.
• Evaluated and revised lesson plans and course content to achieve student-centered learning.
• Created and designed quizzes, tests and projects to assess student knowledge.

Reason for leaving: I was lecturing at both Damelin and Varsity College at the same time, but again, when the colleges close for the holidays, you don't get paid so I had to get a full time job.

• Maintained strong relationships with clients through personalized service and prompt communication.
• Enquiries were mostly via email, and it was working with the client directly to create their African holiday while staying within their budget.
• Suggestions were made to clients as many weren't aware of many attractions and even countries that they could visit and include in their itinerary.

Countries visited: None

Reason for leaving: They retrenched the reservations team.

We moved back to Cape Town as I was appointed Head of Department for the Indian Ocean Islands team.

• Wholesale outbound - working with travel agents only.
• Promoting the packages and specials that were released weekly.
• Networking online as well as at functions to build on relationships with agents.
• Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
• Assisted consultants through training efforts to help them reach their sales targets.

Countries visited: Zanzibar, Mauritius, Seychelles, Maldives

Reason for leaving: I wanted to experience working in inbound travel.

• Managed high-volume phone lines while maintaining professionalism under pressure during peak periods of demand.
• Worked with the Durban travel agents in booking required packages and tailor-made itineraries.
• Worked with corporate companies in Durban with their corporate travel and meetings in Africa.
• Always reached sales targets given.

Countries visited: Namibia, Tanzania, Malawi

Reason for leaving: I was promoted to HOD in the Indian Oceans Island Department in Cape Town, so we moved back to Cape Town

This was my first job working the travel industry and I loved it! I always hit sales targets and many agents specifically requested to work with me.

• Answering consistent calls and doing telephonic quotations, followed up with email quotations.
• Making reservations and handling all of the requirements, booking forms, client details for the bookings.
• Lots of networking with agents at events.

Countries visited: Only South Africa - Cape Town, Durban, Garden Route, Swaziland, Mpumalanga.

Reason for leaving: My my ex-husband, who worked for Thompsons Durban, and moved to Durban and get a transfer with the company to the Durban office.

• Utilized reservation software proficiently, ensuring quick response times during high call volumes.
• Enhanced customer satisfaction by efficiently managing reservations and promptly addressing inquiries with both agents and the direct travellers.
• Ensuring special requests were managed and rooms were allocated accordingly.
• Proactively communicated potential availability issues or overbooking concerns with management to find solutions before impacting guest experience.

Reason for leaving: I finally managed to get into the wholesale travel industry through a job at Thompsons Tours.

• Greeted incoming visitors and customers professionally.
• Managed the switchboard; answered phone promptly and directed incoming calls to correct departments and answered questions.
• At times would make telephonic reservations.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled special requests, check ins and check outs, assisted with queries, arranged transfers.
• Balanced the cash drawer at the end of each shift.

Reason for leaving: Promoted to reservations department