Senior Travel Counselor

 

 

 

Job Role & Purpose	The Senior Travel Counselor is entrusted with managing end-to-end travel arrangements to ensure operational excellence and exceptional customer service, aligning with corporate objectives and client expectations. Reporting to the Manager – Corporate Operations, this role plays a pivotal part in achieving client service level agreements and maintaining compliance with industry standards.
Job Responsibilities	Achieving Client Service Level Agreement (SLA): – Manage daily service levels across communication channels, monitoring telephone and email responsiveness. – Ensure timely transaction processing adhering to turnaround time/response time metrics. – Align travel arrangements with client policies and service level requirements, participating in client meetings as necessary. – Maintain compliance with service level agreements from initial inquiry to file completion, covering air, accommodation, car rentals, rail, ferry, insurance, visa processing, and vendor coordination. Providing Excellent Customer Service: – Offer professional and current information on airfares and travel-related matters to clients and colleagues. – Uphold Holiday Tours service standards during all interactions with travelers and travel arrangers. – Log service alerts and address issues promptly, resolving customer complaints effectively. – Foster relationships with airlines, hoteliers, and suppliers to enhance service quality. Ensuring Compliance and Data Quality: – Follow up on customer complaints and ensure timely resolution. – Disseminate internal and external communications and vendor updates promptly. – Process traveler transactions in compliance with standards, utilizing GDS scripts, queues, and data requirements. – Prevent revenue leakage by ensuring all transactions are correctly charged and addressing escalations promptly. – Provide accurate information proactively and recommend process improvements. Other Duties: – Assist in trade shows and customer events to promote Holiday Tours’ services. – Safeguard customer and company confidential information. – Provide guidance and on-the-job training to new team members. – Billing and collection management, ensuring outstanding invoices are pursued appropriately.
Job Specification	MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION Bachelor’s Degree in Tourism & Hospitality Management, Business Administration or related field. Certificate or Diploma in Ticketing / IATA / Travel / Tourism / Hospitality.
Related Experience	3-4 years in a similar capacity, preferably within the travel industry. General knowledge of Travel Industry and related technologies. Proficiency in reservations systems (GDS), IATA rules, faring, and project management. Strong command of MS Office and Excel.
Peron Specification (Essential)	Strong verbal and written communication skills Good interpersonal skills, motivate, coach and inspire others Demonstrate pro-active and “can do” solution driven approach Display initiative and ownership Be a positive role model for all staff – Team Player – Lead by example Good level of numeracy and analytical ability Capable of making sound judgments Rigorous, well organized, self-motivated
Benefits	High reputable travel agency Flexi staff benefits Cross functional & high growth culture

 

If this opportunity excites you and ignites a fire inside to discover more, we would love to meet with you. Experience in the travel industry is a bonus but not a requirement. More importantly, would be your growth mindset, appetite for leading positive change in people and culture.