Travel Advisor

Travel Advisor (LUXE)

Job Role & Purpose

We are seeking a highly motivated Travel Advisor with experience in sales and/or client-facing roles from any field or industry. Prior experience in the travel industry is an advantage. The ideal candidate possesses a high degree of emotional intelligence, the ability to actively listen and understand customer needs, and the agility to think quickly on their feet. Your primary responsibility will be to treat each customer as the most important person in the room or on the call, delighting them at every point of communication and surprising them in unexpected ways and be part of the team to drive revenue growth. This person will report to the Branded Team Lead under the Consumer Travel department.

Job Responsibilities

1. Proactively Engage the Customer Database: Reach out to potential and existing customers, promoting and recommending products from brands under HTT's portfolio that align with their preferences, needs, and aspirations. Strive to achieve company goals by driving customer engagement and conversions.
2. Build and Maintain Customer Relationships: Get to know our customers intimately and anticipate their travel needs, providing personalised solutions and insights surrounding the experiences that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and/or tour options to deliver value-added services.
3. Arrange Travel Logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency. Handle customer billing and payments accurately, ensuring a seamless transaction process.
4. Address Customer Complaints: Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer's satisfaction, maintaining a high level of customer service and professionalism. Follow the Standard Operating Procedures (SOP) on escalating complaints to Team Lead if unable to resolve.
5. Achieve Sales Targets: Work closely with Team Lead to achieve sales and revenue assigned targets. Continuously seek opportunities to upsell and other travel services and experiences to customers.
6. Foster Excellent Customer Reviews and High Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.
7. Be involved in Travel and Company events, when necessary, i.e., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc.
8. Any other duties at the discretion of the company.

Job Requirements

1. Diploma in Tourism & Hospitality Management, Business Administration, or a related field. Bachelor's Degree preferred.
2. Previous experience in sales and/or customer facing roles in any field or industry.
3. Proven track record of delivering exceptional customer experiences and achieving sales targets.
4. Proficiency in travel booking systems and relevant software applications an added advantage but not mandatory.
5. Ability to handle customer complaints professionally and resolve issues to the customer's satisfaction.
6. High degree of computer literacy and proficiency in Microsoft Office Suite.
7. Ability to work in a fast-paced, dynamic environment with changing priorities and deadlines.

Job Competencies

1. Knowledge of various cruise, tour, airline, and other travel brands is preferred.
2. Proficiency in travel booking systems and relevant software applications is an added advantage.

Essential Traits

1. Emotional Intelligence: A Travel Advisor must possess exceptional emotional intelligence, allowing them to understand and connect with customers on a deeper level. This trait enables them to anticipate and fulfil the unique needs and preferences of each individual, fostering trust and building long-lasting relationships.
2. Active Listening Skills: The ability to actively listen is crucial for a Travel Advisor. They must pay close attention to customer requirements, concerns, and desires in order to provide recommendations and solutions that align with their expectations. Active listening ensures that customers feel heard and understood throughout the planning process.
3. Quick Thinking and Problem-Solving Abilities: Travel plans can sometimes encounter unexpected challenges or changes. A Travel Advisor needs to be adept at thinking quickly on their feet, finding creative solutions, and making informed decisions in high-pressure situations. Their ability to problem-solve efficiently ensures a seamless and enjoyable travel experience for customers. If unable to do so, the Travel Advisor should quickly reach out to the Team Lead for assistance.
4. Customer-Centric Approach: A Travel Advisor should always prioritise the customer's needs and satisfaction. They must treat each customer as if they are the most important person in the room or on the call, going above and beyond to deliver exceptional service at every interaction. Putting the customer first and providing personalised attention is key to building loyalty and creating memorable experiences.
5. Strong Attention to Detail: Attention to detail is crucial for a Travel Advisor, as even the smallest oversight can lead to customer dissatisfaction or logistical issues. They must meticulously handle travel arrangements, documentation, and customer preferences to ensure accuracy and precision throughout the planning and booking process.
6. Excellent Communication and Interpersonal Skills: Effective communication is fundamental for a Travel Advisor. They must be able to articulate ideas, recommendations, and travel details clearly and concisely to customers. Additionally, strong interpersonal skills allow them to build rapport, navigate challenging situations, and work collaboratively with colleagues and travel partners.
7. Sales and Target Orientation: A Travel Advisor should possess a sales-oriented mindset and be motivated to achieve sales targets. They should actively seek opportunities to upsell and cross-sell, while also understanding the importance of cultivating long-term customer relationships that lead to repeat business and referrals.
8. Resilience and Adaptability: The travel industry can be dynamic and unpredictable, requiring Travel Advisors to be resilient and adaptable. They must be able to handle change, navigate unforeseen circumstances, and adjust travel plans accordingly, all while maintaining a positive and professional demeanour.
9. Team Player Mindset: Collaboration and teamwork are crucial in the travel industry. A Travel Advisor should be a great team player, willing to share knowledge, support colleagues, and contribute to a positive and cohesive work environment. Working together as a team enhances productivity, efficiency, and overall customer satisfaction.
10. Humility: A core value of our company, a Travel Advisor ought to be humble to know that one doesn't have all the answers and always be willing to learn new things, be open to receive feedback and strive to improve themself as a professional and individual. We celebrate and recognise such individuals.

Benefits

1. High reputable travel agency
2. Flexi staff benefits
3. 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.