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:

• Handle and track all telephone, email & walk-in enquiries and plan itineraries, make reservations, issue tickets/documents for client.
• Handle, answer and respond promptly to colleagues requests via telephone, e-mail & walk-in enquiries on time.
• Calculate the rates and issue tickets or E-ticket for clients.
• Provide professional & up to date information on air fares & travel related matters to clients and colleagues.
• Follow-up on colleagues enquiries, ensure deadlines are met.
• Handle and resolve customer complaints.
• Liaise, work closely, build rapport (teamwork) with colleagues, and assist our sales personnel, other departments and branches on ticketing matters.
• Liaise and build rapport with airlines personnel, hoteliers and suppliers.
• Recommend process improvements, attend training.
• Safeguard and not to disclose customer (personal and organization) details and our company's confidential information.
• Assist in Trade shows / Customer shows when necessary i.e. MAS Travel fair, MATTA etc.
• 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.
• Ensure that all Standard Operating Procedures are adhered to.
• Any other duties at the discretion of the company.

Job Requirements:

• Bachelor's Degree in Tourism & Hospitality Management, Business Administration or related field.
• Certificate or Diploma in Ticketing / IATA / Travel / Tourism / Hospitality.
• Minimum 3 - 5 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