Operations Supervisor- Travel Agency

Would you like to work for a company in United Kingdom? Benefits include working UK times so a late start, work 5 days a week. Empowerment - ability to take decision by yourself and manage all incoming reservation queries


Requirements
• Perfect English
• Minimum 2 years of experience in international travel sector – Mainland Europe
• Diploma / degree in Travel Tourism
• Good geographical knowledge
• Knowledge of hotel reservations
• Self motivated
• Able to take decisions
• Efficient computer skills


Duties & Responsibilities
• Strong Knowledge of Geographic markets, especially Europe
• Work independently in the absence of supervision
• Assumes and performs other duties and responsibilities not specifically outlined herein, as requested
• Professional telephone skills
• Ability to work independently, exercising discretion and judgment.
• Ability to manage multiple tasks and changing priorities.
• Process reservations by e-mail, telephone, or chat
• Chat with potential customers in a professional and ability to convert leads to sales
• Send reminder and feedback forms
• Daily summary of activities
• Makes sure that files are kept up to date
• Follow up pending bookings with clients and able to convert leads into sales
• Calls to corporate customers to distribute brand and increase bookings
• Must maintain a summary of hotel reservations in a orderly manner
• Good knowledge of Excel, word



Daily Tasks


Customer Service
• Log onto chat and ensure its active
• Respond to guest emails within 15 minutes and if not able to respond then acknowledge the email and buy time
• Quotation format below – 6 components for each hotel
Hotel Name**** - Distance from city/desired venue. Price, room type and inclusions. Thereafter saving% and compared with..
i.e. St Ermin’s Hotel**** is about 1 mile from QEII. A standard room is priced at £189 per night inclusive of taxes and breakfast. Our price is a saving of 12% compared with Upgrade to see actual info/Expedia
• Immediately contact guests that have visited and left the website to encourage bookings
• Contact guests that have booked in the past – based on date of enquiry and find out their travel plans for the current year. Notes to be recorded in CRM

Operations
• Review tasks and activities for the day set out in CRM
• Record all enquiries in CRM as a deal – status is being reviewed and put a task to follow up with them for the following day. If deal is not won put another task to follow up in a couple of days
• Record all bookings in CRM as deal – create new company, contact and product where appropriate. Once booked always ask for hotel confirmation number, and create a task to follow up for payment 1 week prior to arrival
• Request hotel confirmation numbers as soon as a reservation is made
• Prepare prices for 1 exhibition – 6 months out
• Before closing for the day – check CRM is up to date and well maintained – guest payments, hotel confirmation numbers, supplier paid, email address, contact numbers

Sales Support
• Prepare proposals for sales team, max time per proposal is 30mins – things to consider are location, commission (if any) – if you wish please listen to the call to understand the conversation – save these proposals and share with sales team
• Share results of previous campaign with sales team for them to follow up on calls