Travel Counselor (Kuantan)
Job Purpose
The Travel Counselor position will ensure service to clients of Holiday Tours adheres to Holiday Tours procedures, client's service level agreement, and policy.
This person will report to the Senior Manager – Corporate Operations.
Job Responsibilities
Handle and track all telephone, e-mail & walk-in enquiries, plan itineraries, make reservations, issue tickets/documents for clients, and report to the Senior Manager – Corporate Operations.
Plan itineraries, make reservations, issue tickets for clients.
Handle reservations requests related to hotel, car rental, coach, train, and flight bookings, reporting to the Team Leader, Division Manager, and Vice President.
Provide clients with visa information and submit the application.
Provide professional & up-to-date information on air fares & travel-related matters to clients and colleagues.
Follow up on customer complaints.
Ensure enquiries are handled/delivered on time.
Handle and resolve customer complaints.
Liaise, work closely, build rapport (teamwork) with colleagues, and assist our sales personnel, other departments, and branches on reservation/ticketing matters.
Liaise and build rapport with airline personnel, hoteliers, and suppliers.
Recommend process improvements and attend training.
Provide on-the-job training for new team members.
Safeguard and not disclose customer (personal and organization) details and our company's confidential information.
Assist in trade shows/consumer shows when necessary (i.e., MAS Travel fair, MATTA, etc.).
Ensure that we have billed and chased for payment for outstanding invoices; no credit is given to customers, friends, or travel agents unless authorized (written) by the Head of Department.
Ensure that all Standard Operating Procedures are adhered to.
Any other duties at the discretion of the company.
Job Specification
Bachelor's Degree in Tourism & Hospitality Management, Business Administration, or related field.
Certificate or Diploma in Ticketing/IATA/Travel/Tourism/Hospitality.
Related Experience
Minimum 3 years work experience in Travel/Airlines/Hotel.
3 years' experience in a similar capacity, preferably in the travel industry; general working knowledge of the Travel Industry and related technologies.
Excellent knowledge of reservations systems (GDS), IATA rules, and faring; experience with project management.
Good command of MS Office and Excel.
Person Specification (Essential)
Strong verbal and written communication skills.
Good interpersonal skills; motivate, coach, and inspire others.
Demonstrate a 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, your growth mindset and appetite for leading positive change in people and culture are what we value most.#J-18808-Ljbffr