First Class Holidays has appointed a South Africa specialist to lead the development of its newest programme, launching on 1 June.
Julie Molyneux joins the operator from flight consolidator Aviate and brings 17 years’ experience managing tours in the country.
She will be responsible for building a team of South Africa specialists at First Class, developing its programme, leading on training and co-ordinating with the operator’s partners on the ground.
Molyneux will take up her role after Easter, and will head straight to the Indaba trade show in South Africa, starting 27 April.
First Class will start taking enquiries for its programme on 7 May before it goes on sale in June. A brochure will follow in early July.
More than nine months in the making, the programme features self-drives, escorted tours, rail itineraries and wildlife options, as well as stopovers in Mauritius and the Seychelles.
Managing director Dan Gathercole told TTG First Class would offer a range of product equitable in breadth and quality to its core destinations of Canada, the US, Australia and New Zealand.
“Julie was the standout candidate,” said Gathercole. “She has fantastic experience running businesses in South Africa and will lend our programme real credibility.
“She is already familiar with many of the hotels, lodges and DMCs we want to work with to build our itineraries, and has great knowledge of our brand as well.”
Gathercole added while it was unlikely First Class would look at additional destinations over the next 12 to 24 months, opportunities may yet arise “through acquisitions or other channels”.
First Class has meanwhile restructured its reservations team and is preparing to launch an agent concierge service to extend the level of support it provides its agent partners.
A new customer experience manager, heading up concierge, will join the business in June, while reservations agent Rupert Grimshaw will take on an expanded role on the concierge team.
The service, which will be available from May, will assist agents with bookings from clients requiring “VIP service” such as special childcare or catering requirements.
“It will have a different look and feel, with different ticketing,” said Gathercole. “In short, if agents feel they have a customer requiring that extra level of service, we can provide it.
“For agents, it’s all about customer experience now, that’s where business is going. For us, our customer is effectively the agent so we’re giving them more tools to help them convert enquiries.”
Gathercole added after a six-month trial, all First Class quotes are now personalised and digitalised using itinerary builder Wetu, which can be accessed by clients via a smartphone app.
Agents will be able to see when their clients have studied their quote and schedule in a follow-up call.
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