Sun International’s new tour operator, Sun International Dreams, is enjoying great success since its launch in April this year. It was created to provide a slick marketing arm and a one-stop reservation call centre, where the consumer can purchase the full package inclusive of air tickets and tours — primarily to the two resorts at the Victoria Falls in Zambia: the Zambezi Sun and the Royal Livingstone.
According to general manager Sean Hough, the success of the service has been remarkable and the company has achieved its goal of offering customers an efficient, fun-filled holiday information and booking tool.
The objective of Sun International Dreams was to provide a superior, world-class customer service offering a pleasant experience for both customer and travel agent when booking a package holiday to Victoria Falls, Zambia.
From the moment of the initial inquiry through the entire booking process, a smooth and professional system has been implemented using the latest in tour-operating software packages, called Speedres.
All bookings are saved in a computer database and no paper records are kept. The software issues each booking inquiry with a unique booking number. This allows any staff member at Dreams access to the booking records, and they can then swiftly aid a customer wanting to discuss or make changes to his/her reservation. Also, because all conversations with customers are stored, none need to be repeated in follow-up phone calls. This vastly benefits and improves waiting time.
Getting a tailor-made quote from Speedres is as simple as clicking on a drop-down menu, as all prices are loaded directly on to the system.
As a result of this, and also pre-negotiated block-bookings in place, Sun International Dreams can quote within seconds and confirm a holiday immediately — no fuss, no hassle and no delays.
In an industry that is renowned for getting through huge amounts of paper, Sun International Dreams is driving towards a paperless working environment, not only as an innovative way to provide the slickest service to the customer, but to also do its bit for the environment.
The initial quote is e-mailed to the customer within seconds of the booking been made. All confirmation invoices are e-mailed to the same address, be that of the customer or the customer’s travel agent.
Daily manifests, marketing, block-booking downloads and payments can be communicated electronically.
To top that off, one of the first electronic brochures in the form of an interactive CD has been developed. This includes video footage, virtual tours, interactive maps and loads of pictures and information.
The success of Sun International Dreams has enabled the company to negotiate and secure the best possible rates for both accommodation and activities at the Falls resorts.
The launch offer at the Zambezi Sun of R2 999 (two nights’ stay, including airfare, transfers and a sumptuous Sun International breakfast) has been maintained for the past seven months due to the strength of the rand.
The company has now launched its next dream and is offering exciting packages to Swaziland.
Sun International Dreams is fast becoming known for offering exciting, romantic, relaxing and fun-filled holidays and, according to Hough, will continue to develop new and exciting experiences wherever there is a Sun International resort.