travel counselor

JOB PURPOSE

The Travel Counselor position will be ensuring service to clients of Holiday Tours is adhering to Holiday Tours procedures, client’s service level agreement and policy.

JOB RESPONSIBILITIES

1. To handle and track all telephone, e-mail & walk-in enquiries and plan itineraries, make reservations, issue tickets/documents for client and reporting to the Senior Manager – Corporate Operations.
2. To plan itineraries, make reservations, issue tickets for clients.
3. To handle reservations requests related to hotel, car rental, coach, train, flight bookings and reporting to the Team Leader, Division Manager and Vice President.
4. To provide clients with visa information and submit the application.
5. To provide professional & up to date information on air fares & travel related matters to clients and colleagues.
6. To follow up on customer complaints.
7. To ensure enquiries are handled/delivered on time.
8. To handle and resolve customer complaints.
9. To liaise, work closely, build rapport (teamwork)
10. To liaise and build rapport with airlines personnel, hoteliers and suppliers.
11. Recommend process improvements, attend training.
12. Provide on the job training for new team members.
13. To safeguard and not to disclose customer (personal and organisation) details and our company’s confidential information.
14. Assist in Trade shows/ Consumer shows when necessary i.e. MAS Travel fair, MATTA etc.
15. To ensure that we have billed and chase for payment for outstanding invoices, no credit given to customer, friends or travel agents unless authorized (written) by Head of Department.
16. To ensure that all Standard Operating Procedures are adhered to.
17. Any other duties at the discretion of the company.

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.

● Minimum 3 years work experience in Travel/Airlines/Hotel

● 3 years’ experience in a similar capacity, preferably in a travel industry General working knowledge of 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

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.