Senior Reservations Assistant at Intrepid Travel

JOB DESCRIPTION

POSITION PURPOSE:

• Intrepid Travel/DMC is a global leader in providing a rich diversity of destination experiences to a wide customer group.  Our goal is to build trusting customer relationships to secure repeat business for the local DMC and within our global network of DMCs.  The Reservations team contributes to this success by providing quick and accurate bookings, confirmations, and suitable alternatives to all accepted quotes for DMC clients.  The team also completes reservations work for all Intrepid Group brands and external agents.
• The Senior Reservations Assistant is responsible for providing information, advice, booking and all related services to, Suppliers, clients, agents, and individuals wishing to travel with the company. 
• The Senior Reservation Assistant will work with external booking systems and procedures, Travel Studio, and other internal systems to manage the booking and confirmation with suppliers of all accommodation, transportation and required activities on trips in the region. This will include Intrepid Travel product as well as external group series and FIT trips as scheduled.  

QUALIFICATIONS AND EXPERIENCE:

• Degree/Diploma level in Tour related studies
• At least three (3) years’ experience 
• Strong destination/regional and local travel knowledge
• An understanding of and a passion for various styles of travel, including our different brands.
• Experience with a reservations system 
• Experience with ticketing and other reservations processes
• Strong written and spoken communicate skills in local language and English.
• Strong computer skills, proficient in Microsoft Office
• Excellent organizational skills, attention to detail, with the ability to prioritize and manage own workload
• Able to relax and have fun at work with the team and still meet objectives

OTHER SKILLS AND ATTRIBUTES:

• Excellent organisational skills and attention to detail
• Demonstrating high standards of customer service
• Confident and professional communication skills
• Can work independently and with a team
• Friendly and flexible
• Operational Accountabilities Benchmark Measure
• Achievement of results Contribute to the DMC team’s results by providing exceptional service, fast turnaround times and accuracy in all points of the process
• Set goals and meet deadlines on a daily basis while working to achieve and exceed these goals
• Model, create and maintain a successful environment through working closely with the team.
• Reservations (booking and cancellations) Completion of block booking process for accommodation and any other required services
• Suppliers booked and confirmed within timeframes accurately
• Any issues identified and raised immediately
• Ensure accurate reservation information sent to suppliers
• Correct information is sent to suppliers and provided to group leaders when necessary
• Accurate vouchers if required to be issued within agreed timeframes for trip departure
• Respond to Intrepid Group sales department questions Requests/questions actioned within 48 hours 
• No emails to be left unanswered at the end of each day
• Develop good working relationships with all suppliers
• Response to supplier enquiries
• Maintain regular contact with suppliers
• No supplier complaints
• Develop good working relationships with all Group Leaders
• Ensure all pre-trip preparations are completed accurately prior to leader’s arrival and trip departure
• Answer leader’s questions and respond to the issue within 24 hours
• Provide on-going support to leaders as required
• Good Leader feedback
• Process and take necessary action to feedback and complaints received Receive and collate feedback from pax and Leaders
• Follow up and action complaints with suppliers
• Accounting and Invoicing Reconciliation of pricing and invoicing
• Cross-checking vendor’s invoice
• Ensure all practical arrangements for trips are completed
• Ensure all documentation required by Leaders is completed 48 hours prior to trip departure
• Ensure all data information required by the accounting department for cash requests or trip funds is accurate and submitted on time