Job Description
Intrepid Travel offers sustainable experience-rich travel via more than trips on all seven continents.
As a certified B Corp, we’re a business that balances purpose and profit.
We are the largest global adventure tour operator with a network of 27 destination management companies (DMCs) and a not-for-profit foundation.
Majority owned by its co-foun…
Senior Reservations Assistant
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 studiesAt least three years’ experienceStrong destination/regional and local travel knowledgeAn understanding of and a passion for various styles of travel, including our different brands.Experience with a reservations systemExperience with ticketing and other reservations processesStrong written and spoken communicate skills in local language and English.Strong computer skills, proficient in Microsoft OfficeExcellent organizational skills, attention to detail, with the ability to prioritize and manage own workloadAble to relax and have fun at work with the team and still meet objectives OTHER SKILLS AND ATTRIBUTES:
Excellent organisational skills and attention to detailDemonstrating high standards of customer serviceConfident and professional communication skillsCan work independently and with a teamFriendly and flexibleOperational Accountabilities Benchmark MeasureAchievement of results Contribute to the DMC team’s results by providing exceptional service, fast turnaround times and accuracy in all points of the processSet goals and meet deadlines on a daily basis while working to achieve and exceed these goalsModel, 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 servicesSuppliers booked and confirmed within timeframes accuratelyAny issues identified and raised immediatelyEnsure accurate reservation information sent to suppliersCorrect information is sent to suppliers and provided to group leaders when necessaryAccurate vouchers if required to be issued within agreed timeframes for trip departureRespond to Intrepid Group sales department questions Requests/questions actioned within 48 hoursNo emails to be left unanswered at the end of each dayDevelop good working relationships with all suppliersResponse to supplier enquiriesMaintain regular contact with suppliersNo supplier complaintsDevelop good working relationships with all Group LeadersEnsure all pre-trip preparations are completed accurately prior to leader’s arrival and trip departureAnswer leader’s questions and respond to the issue within 24 hoursProvide on-going support to leaders as requiredGood Leader feedbackProcess and take necessary action to feedback and complaints received Receive and collate feedback from pax and LeadersFollow up and action complaints with suppliersAccounting and Invoicing Reconciliation of pricing and invoicingCross-checking vendor’s invoiceEnsure all practical arrangements for trips are completedEnsure all documentation required by Leaders is completed 48 hours prior to trip departureEnsure all data information required by the accounting department for cash requests or trip funds is accurate and submitted on time