Travel Retail Reservation Support
Travel Indochina (Los Angeles, California)

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 Retail Travel Reservations Support Consultant El Segundo

Travel Indochina is looking for friendly, sales driven

person with a love of Asia and Travel.

An eye for detail, a team player and outstanding

customer service skills are all necessary.

This role will require the right person to be a

direct support to our reservations team in our El Segundo office.

Travel wholesale or retail experience is preferred but not essential.

Travel Indochina is an excellent employer and this

is definitely a career move for the right candidate.

Please send applications ASAP by email to grahamf@travelindochina.com.au

ROLE DESCRIPTION

 

Role Title: Retail Support

Responsible To: Team Leader

Location: LAX

 

 

Main Objectives:

 

 

-To provide accurate and timely dispatch of documentation

 

-To provide support to frontline selling staff

 

-To carry out general administration duties including: reception function, telephone

answering, call and mail distribution and ensure that office equipment is maintained

 

Functions & Responsibilities

 

Responsibilities and tasks include;

 

-Responsible for accurate update of confirmations

 

-Timely distribution of emails to individual consultants

 

-Keeping up to date with visas and informing consultants of changes

 

-Organising couriers

 

-Timely distribution of brochures to direct clients

 

-Directing visitors and phone enquiries to the appropriate area

 

-Increase knowledge of Travel Indochina products

 

-Timely and accurate dispatch of documentation including dispatch for FIT 1 month prior to departure and also SGJ 1 month prior to departure

 

-Adhering to policies, procedures and systems that are in place

 

-Ensure accounts are finalised before issuing documentation

 

-Responsible for accurate issue of tickets

 

-Ensure that valuable documents such as passports and tickets are secure at all times

 

-Maintain a clean and organised Documentation department

 

-Be a positive influence in the documentation department and assist in maintaining relationships with other team members

 

-Problem solving and handling of complaints

 

-Assist with other reservations duties during peak periods or staff shortages as directed by team leader or other managers

 

-Be a mentor and coach to team members and assist to increase skills throughout the

department

 

 

Staff and Team Performance

 

-Adhere to behavioral standards

 

-Participate in cross training and product training sessions

 

-Actively participate in team and company meetings

 

-Adhere to work hours and rosters that are in place

 

-Assist other team members in your department

 

-Communicate effectively with other team members in the organisation to ensure a

smooth operation of the department

 

-Be willing to share in the workload as directed by your team leader

 

 

Financial Management

 

Responsibilities and tasks include;

 

-Checking files are balanced before dispatch of documentation and assist the team to

find the reasons for unbalanced files

 

-Ensure documentation is correct the first time it is dispatched in order to save

resending and waste of resource.

 

 

-Bring any file that is not balanced to the attention of the team leader or accounts

department

 

-Client Satisfaction

 

-Responsibility for a consistent level of client satisfaction. Responsibilities and tasks include;

 

-Report on customer feedback and identify proactive steps to measure the success of

the department

 

-Manage customer relationships through developing strong rapport and relationships

with clients

 

-Ensure the documentation is correct, enabling clients to enjoy their travel

arrangements

 

-Deal with customer complaints in regards to documentation in a professional

manner. Inform the Team Leader of any complaints.

 

-Meet service level objectives as determines in the Retail Department KPI's

 

Operational Productivity

 

 Responsibilities and tasks include:

 

-Actively seek ways to improve the documentation processes and procedures and

implement these changes with the Team Leader. 

 

-Adhere to Key Performance Indicators as a team of the documentation department and administer the team goals.

 

-Be aware of trends in the market place and report these to management

 

-Adhere to operational and other company procedures and policies

 

 

Key Performance Indicators: To be formulated with management

 

Authority:

 

To Use the reservations system

 

 

 

 

Competencies

 

-Experience in dealing with the diversity of Asian culture-demonstrate strong

travel experience or interest in Asia by showing an appreciation of being able to work

and support customers and colleagues from diverse cultures

 

 

-Communicating ideas and information -Good verbal and non verbal, written

skills -Ability to provide effective customer service to customers, effectively handle

upset/distraught, or aggressive customers and control the call assertively.

 

-Provide effective feedback to external and internal customers. Demonstrates strong ethics and professionalism in all activities

 

-Organisation and planning -Demonstrate strong time management, attention to

detail and file control and processing skills

 

-Team development -Ability to build effective and positive working relationships with

other team members in the organisation and in the management group

 

-Leadership and influencing others – Participates actively and willingly in own

development and as guided by the Team Leader.

Demonstrate the ability to be a positive member of the team. Demonstrates an ability to

make effective decisions and implement policies and procedures. Ability to proactively

identify issues and report these to the team leader. Demonstrates the effective use of own

time Demonstrate strong people management skills by being a positive influence on all

team members throughout the organisation, and dealing effectively with conflict

 

-Using mathematical ideas and techniques – Ability to check the calculation of

prices, margins, discounts. Check invoices including GST calculations

 

-Solving problems – Able to identify problems and bring these to the attention of the

Team Leader. Ability to address customer queries, errors and to assist customers

 

-Using Technology – Ability to use computer, and the various reservations systems

effectively. Demonstrates the ability to use the office equipment, Internet, email, and

telephone efficiently

 

-Cultural Understanding – Ability to work with people from other cultures, beliefs

and values showing respect and understanding of the differences

 

 

-Mentoring, coaching and counselling -Recognise areas of need for personal

development and be willing to receive coaching and counselling in a positive way to

enhance performance 

 

-Organisation and planning -Demonstrate strong time management and document

distribution skills

 

-Change Management -Demonstrate an open approach to change management

principles and ability to work comfortably with change management issues

 

-Project management – Ability to be an active participant in projects through

listening, carrying out assigned tasks effectively, communicating with other project

team members and meeting time lines agreed upon.

 

Attributes

 

Examine the key personal attributes for this role i.e. what type of person is best suited to this

type of work

Punctuality

Meeting expectations

Flexibility

Dealing with change

Positive attitude

Professionalism

Attention to detail

Ability to balance work and life

Tolerance

Reliability

Honesty

Ethical

Respect for others

Passion for Asia

Team Player

Ability to work well under pressure