Senior Travel Counselor

 

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


About Us

With an illustrious 49-year legacy of catering to the diverse needs of both business and leisure travellers, Holiday Tours has established itself as a leader in the travel industry. We specialise in delivering tailored travel solutions across various segments through our key business units, including corporate travel, luxury and bespoke travel experiences, and MICE (Meetings, Incentives, Conferences, and Exhibitions) trips.

Today, Holiday Tours efficiently serves the travel needs of both local and global multinational companies, solidifying our position as a major corporate travel service provider. Our excellence is reflected in our extensive portfolio, featuring partnerships with over 500 corporate clients. Further underscoring our global standing is our affiliation with CWT, the world leader in business travel management. Operating independently under Holiday Tours, CWT Malaysia has been an integral part of the CWT Global Partners Network.

Driven by our vision to become the premier experiential travel brand in Southeast Asia, we proudly introduced T’ROKA by Holiday Tours—our luxury travel brand. T’ROKA distinguishes itself as a hotel-first luxury travel brand, capturing the essence of destinations through extraordinary experiences that harmonise sights, sounds, and flavours.

Holiday Tours has garnered recognition from esteemed partners in the travel industry. Our airline collaborations include leading names such as Malaysia Airlines, Singapore Airlines, Etihad Airways, Emirates, Qatar Airways, Turkish Airlines, and All Nippon Airways. We also partner with renowned hotel groups like Virtuoso, Hilton Worldwide, Marriott International, and Accor Hotels, among others.

We are seeking talented individuals who embody a growth mindset, a passion for adding value to others, and the drive to build a high-performance, leadership-oriented culture. If you resonate with our core values, we’d love to hear from you:

WOW – We deliver WOW in all we do.
CHANGE – We embrace CHANGE enthusiastically.
RELIABLE – We are RELIABLE and trustworthy.
GROW – We pursue GROWTH and learning.

If this opportunity excites you and you would like to discover more, we would love to meet with you.

At Holiday Tours & Travel, we are dedicated to creating meaningful and memorable experiences for both our clients and our employees. Our dynamic work environment fosters innovation, creativity, and collaboration, ensuring every team member thrives. As an equal opportunity employer, we celebrate diversity and are committed to building an inclusive, supportive workplace where everyone feels valued and empowered to succeed.

 

 

Number of Job Openings: 1 Person
Job Type: Full Time
Job Location: Kuala Lumpur

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