At GlobalAssist, booking managers are the heart of the guest experience. In this blog post, we speak with Salomé, one of our highest-performing booking managers, about the habits, mindset, and strategies that help her deliver consistently high sales, glowing reviews, and client satisfaction. Her insights can inspire and guide other booking managers to reach new heights.
Personal Background & Journey
Salomé brings a wealth of experience to GlobalAssist. Before joining, she worked as a Senior Booking Agent, honing her customer service and sales skills. "I've developed solid skills in customer management and remarkable patience, even with the most demanding clients," she shares.
Her journey to GlobalAssist was inspired by the company's mission: "GlobalAssist's vision is to empower communities in underdeveloped countries by creating opportunities and making our country more accessible for travellers from the world." The vision, combined with the mantra 'make life better than yesterday,' deeply resonated with her.
What helped her succeed early on? She credits listening carefully to guidance, learning from her mistakes, and following the established processes.
Daily Habits & Workflow
A typical day for Salomé is fast-paced and full of learning. She handles challenges by staying flexible and continually improving her workflow. Small habits like taking breaks and staying hydrated help her stay productive.
To manage multiple conversations and bookings, she prioritizes by urgency and importance. Tools like Airtable and sticky notes help her stay organized and efficient. "Using all work tools saves time. Instead of searching for suppliers manually, I rely on our shared tools and systems."
Keys to Success
According to Salomé, three things have helped her close many successful bookings:
- Building strong client relationships
- Providing personalized offers
- Being proactive and anticipating needs
She shared an example: When a service provider canceled last-minute, she found a reliable replacement in the same neighborhood within 20 minutes by leveraging GlobalAssist's tools and local network.
Effective communication is another pillar of her success: "I've learned that active listening, empathy, and clear communication are essential in building trust." Her communication style includes personalized offers, clear updates, and attentive listening.
Example: The Power of Open-Ended Questions
Salomé emphasizes how important it is to ask the right questions:
"Sometimes, after sending an offer, a team member might ask directly if the client wants to book. The client then feels like it's their only option, even if it doesn't meet their needs."
Here's a comparison to illustrate the difference:
- Less effective (closed) question: “Would you like to book this offer?”
- More effective (open-ended) question: “How does this offer match what you had in mind for your trip? Would you like to adjust anything?”
This open-ended approach encourages conversation, builds trust, and leads to better client satisfaction and higher conversion rates.
Seizing Additional Opportunities
Another smart strategy Salomé uses is identifying upsell opportunities before closing a conversation. "Based on the booked service, I always try to identify an opportunity for sales. For example, if a client books a transfer to Analamazaotra Park, I suggest adding a local guide service. I highlight the advantage of booking in advance and combining services for a better overall experience."
This approach not only increases revenue but also makes the trip smoother for the client — who might otherwise struggle to find a reliable guide on-site. By offering thoughtful suggestions at the right moment, Salomé ensures that travelers feel well-prepared and cared for.
Handling Challenges
Salomé has faced her share of challenges. One common issue is unreliable providers who raise rates or change plans after confirmation. "By communicating with the whole team, we always find a solution. As we say: Ny hevitry ny maro mahatakadavitra (many minds achieve great things)."
With hesitant or picky clients, she listens patiently and offers alternatives. "Is there a person who doesn't like to be listened to and understood? That's my answer."
She recalls one mistake involving a destination name mix-up: "There are multiple places named Kirindy. I learned to always double-confirm the exact location to avoid misunderstandings."
Growth & Mentorship
Salomé also mentors new booking managers. She looks for people who enjoy helping others and strive to improve. Her top advice?
- Be a good listener
- Stay organized
- Anticipate client needs
- Stay updated with trends
- Continuously self-train
She warns new managers not to skip details or rush the process. A good way to avoid this is to reformulate the client's request and confirm their understanding before sending offers.
Bigger Picture
What does she love most about GlobalAssist? "I love being part of a team dedicated to empowering local tourism and using technology to bridge access gaps in Africa."
Compared to other companies, she feels GlobalAssist is more transparent and community-driven. "It’s not just about tourism. It’s about building a better future."
She sees her future with the company clearly: growing in responsibility and impact, helping Africa become more accessible and sustainable for travelers around the world.
Final Tips
- Single piece of advice: Be passionate about your work.
- Personal motto: Keep learning.
We’re grateful to Salomé for sharing her insights. Her thoughtful approach and daily discipline offer practical lessons to every booking manager at GlobalAssist — and a reminder that the best results come from listening deeply, adapting constantly, and working with heart.
