Groups Sales & Service Supervisor in London

Job Purpose

Emirates Holidays is the tour operating arm of Emirates, offering a broad range of curated holiday packages to top global destinations including Dubai, the Indian Ocean, the Far East, East Africa, South Africa & Australia. As part of the Emirates Group, we combine the strength of a world-renowned brand with a local, customer-focused approach in the UK. Our passionate team is dedicated to delivering exceptional service and creating unforgettable travel experiences for every customer

Direct group sales and service in the call centre to maximise enquiry conversions and achieve EKH UK & Ireland revenue and KPIs. Manage Groups allocations on GSO and optimise blocked seat usage for maximum conversion and revenue.

Key Accountabilities & Responsibilities

• Handle all Groups & Touring Enquiries, Reservations and processing of quotations, building itineraries and content, group seating requests, ancillaries and other special service requirements on the airline side.
• Communicate effectively with customers to provide competitive quotations, documentation and all relevant T&Cs to secure the group sales at optimum margins.
• Have an ability to negotiate competitive Groups pricing and interact at a high level with the Airline and third-party suppliers, including touring components such as excursions and transfers with overseas DMCs.
• In a dual team-leading role, handle all customer queries and after-sales requests, needs and requirements, ensuring all complaints & escalations are dealt with within the prescribed SLAs for optimum customer experience.
• Work closely with Operations & Fulfilment, DMCs and EKH In-Resort teams to handle all Erratas/Disruptions affecting Group bookings to ensure smooth handling for optimized service delivery and customer experience.
• Contribute towards your own personal development by keeping abreast of our Air & Non-Air Product offerings to ensure an up-to-date knowledge of the EKH Portfolio. This includes destination entry requirements, product updates and tours and excursions offered at destination.
• Have the agility and business sense to deal with sudden disruptions such as Force Majeure or other type of crisis situations including but not limited to cancellation situations pre or post departure.
• Handle administrative tasks such as Groups Refund processing, Agency Statements for B2B & CSR handling for Finance reconciliation, building and maintaining the Groups & Touring Customer database, and generating monthly sales conversions reports to the Call Centre Manager & the MD.

Qualification

Qualifications/Experience

• Educated up to ‘A’ Level or equivalent
• Travel and Tourism qualifications are desirable
• Well-versed with all Airline products and ancillaries.
• Working knowledge & understanding of ABTA and PTR is essential
• Knowledge of IATA Geography and Emirates network
• Excellent command of written and spoken English
• A high standard of business communication skills

Skills/Knowledge/Requirements

• A meticulous attention to detail and a strong Sales and Service orientation
• Strong initiative and Problem-solving ability
• Ability to multi-task and work under pressure to meet stretching deadlines
• Excellent written and verbal communication skills. Email etiquette is imperative
• Strong planning, organizing & time management skills
• IT literate – proficient in MS office applications including Excel.
• Proficient in working with GDS/CRS within the travel industry
• Flexibility to work shift-pattern, including weekends and bank holidays.

Information

• Applications from staff who have not completed 12 months’ service in their current position will not be considered.
• Candidates must have the legal right to live and work in the UK. The Company will not assist with obtaining work permits

Salary & benefits

Competitive Salary

At Emirates Holidays, we believe it is important that we reward our colleagues. Some of the benefits you can look forward to include a competitive basic salary along with allowances including shift pay, transport and meal allowances. Every November we will reward you with a guaranteed bonus and each May we operate a non contractual profit share scheme. Of course we want to make sure are happy and healthy so we have a host of benefits, such as private medical insurance, a health cash plan, employee assistance programmes and generous annual leave benefits available to you from day one. You will also be able to spend your time off travelling the world as you will have access to discounted flights and hotels all around the world.