Reservations Support Specialist

Reservation Support Specialist - Surrey/ Hybrid

Up To £34,000 Plus Excellent Benefits

Administration & Post-Booking

• Answer incoming calls promptly and courteously, with a smile.
• Keep all files, booking and client records fully up to date and processed in a timely manner, taking charge of the administration and upkeep of the team's bookings as a whole.
• Be an expert in the product. Keep up to date with new itineraries, new brochures, special offers etc., and make use of your opportunities to travel on board our ships.
• Follow-up with adding flights to bookings out of date range.
• Manage booking and flight date moves, cancellations and refunds where required.
• Ensure presentation of all information is in accordance with company policies.
• Ensure client preferences, interests, details etc are up to date on client records.
• Create and send pre-departure documentation emails to agents and guests.
• Assist with general office duties as required.

Customer Relations

• Attend and host ship visits, client and agent functions as required.
• Develop personal relationships with clients and suppliers.
• Call out to guests on their return home, both for service and customer retention.
• Maximise take-up of Future Cruise Benefit sales through these calls.
• Assist with investigation into any Guest Relations challenges raised, bringing to a satisfactory resolution.

Sales

• In addition to the above customer-facing work, you will be required to cover incoming Sales calls from time to time. When this is required, we would expect you to:
• Service all enquiries professionally and efficiently.
• Ensure that the full booking process is adhered to, to ensure a smooth experience for guest, travel agent and all teams within the business involved in the delivery of each luxury holiday.
• Add and quote flights to match the guests' itinerary.
• Maximise revenue potential of each guest by upselling and/or cross-selling where appropriate.
• Ensure guests' full details are captured and kept up to date.
• Follow up on all enquiries and quotes by phone and/or email.
• Actively promote our offers to travel agents during your conversations with them.

Skills, Qualifications & Experience

Essential

• Excellent written and verbal communication skills.
• Competent user of IT in general and MS Office (Outlook, Excel, Word, Teams) in particular.
• Fast learner.
• Excellent prioritisation and organisational skills.
• Ability to think laterally and apply logical reasoning.
• Ability to work independently and autonomously on any given project.
• Team player with a passion for helping others succeed.
• A positive attitude to change.
• A willingness to develop and improve all the above skills.
• Previous experience in a sales or service role, either trade or consumer focused.
• Personal travel experience (of any kind), a passion for travel, and the ability to articulate that passion with confidence and sincerity.

Desirable

• Demonstrable ability to think independently, organise your own time, work to deadlines and produce a high standard of written work. Degree educated not required but could be a bonus.
• Travel industry experience.
• Previous experience using travel industry and airline/consolidator booking systems.
• Experience using Salesforce.
• Something different and unique, not listed above. We are a team that draws its strength from our variety and different personalities. If you can bring an expertise or trait we don't already have, you will strengthen us even more.

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