Job Summary
We are seeking a highly organized and customer-oriented individual to join our team as a Reservations Consultant. In this role, you will be responsible for assisting travel agents to make reservations for their guests and ensuring exceptional customer service throughout the reservation process. Additionally, you will handle various administrative tasks to support the smooth operations of our reservations department.
Join our team and embark on an exciting journey as a Reservations Consultant, where you will play a crucial role in shaping unforgettable vacation experiences for our esteemed guests. Apply today and become part of our dedicated team committed to providing the highest level of service in the industry
Requirements
Reservation Management:
* Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on their guests’ preferences and budget.
* Provide accurate information on cruise ship amenities, onboard activities, dining options, entertainment, and shore excursions.
* Process reservation requests, bookings, and payments efficiently and accurately using our reservation system.
* Coordinate special requests, such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.
* Respond promptly to inquiries via phone or email, addressing any concerns or questions raised by agents or guests.
Customer Service:
* Establish and maintain excellent relationships by demonstrating a genuine passion for delivering personalized service and creating unforgettable experiences.
* Offer proactive assistance and recommendations to enable agents to secure the sale and enhance guests' cruise experiences, including pre and post-cruise arrangements.
* Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.
Administrative Duties:
* Maintain accurate and up-to-date records of agent and guest information, reservations, payments, and special requests.
* Prepare various reports, including booking lists, guest feedback and overdue balances to support management decision-making.
* Collaborate with the finance department to reconcile payments, invoices, and billing discrepancies. Following up with agents and guests where needed.
* Coordinate with other departments, such as the operations team, marketing, and sales, to ensure seamless communication and effective workflow.
* Product Knowledge and Training:
* Stay up to date with the cruise industry trends, ship itineraries, new services, and promotions to provide accurate and timely information to guests.
* Participate in ongoing training programs and familiarize yourself with the features and benefits of different cruise ships, onboard facilities, and services.
About You:
* Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry
* Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.
* Strong organizational skills and attention to detail to manage multiple reservations and administrative tasks simultaneously.
* Proficiency in computer systems and reservation software; experience with industry-specific systems is a plus.
* Demonstrated ability to work effectively in a fast-paced and deadline-driven environment.
* Genuine passion for delivering exceptional customer service and creating memorable experiences for guests.
* Flexibility to work on a rotational shift basis, including weekends and holidays
Schedule
* Monday to Friday + Saturday availability
* Weekend availability
Work Location
London office based. Remote working for 1+ days a week is a possibility once probationary period has passed.
Benefits
* Competitive salary plus commission or annual bonus plan (depending on role)
* A range of Hybrid working options (as part of an industry leading pilot programme)
* Enhanced Paid Parental Leave – 18 weeks full pay
* Discounted trips through A&K Travel Group Travel Benefit Program (includes friends and family)
* Company pension plan from start of employment, with employer contributions increasing after 5 and 10 years of service
* 25 days annual leave – in addition to bank holidays, plus the ability to buy an additional 5 days or sell 5 days
* Life Assurance (2x or 4x base salary depending on job level and/or length of service)
* Employee Assistance Program – includes access to wellbeing and counselling
* £1,000 Recruitment Referral Bonus
* Discounted gym membership with Virgin Active
* Cycle to work scheme
* Season Ticket Loans
* Regular Social Events