Tour Operator Reservations Supervisor:

Areas of the World we offer: The Far East / India /Middle East / The Indian Ocean Islands Southern Africa, The Caribbean & United States of America.
A vital key to our success is the nature of the service we offer in terms of individual care from knowledgeable personnel.
Candidates must have an excellent telephone manner, be computer literate, with good sales and customer service and interpersonal skills.

Key responsibilities:
  • Handling incoming calls on all existing bookings for our Four BRANDS – B2B & B2C
  • Maintaining Horizon phone system extensions and call centre set ups – making sure everyone’s mobile apps are logged in and working correctly.
  • Monitoring the webchat functionality and usage / conversions on queries.
  • Daily reviews with Admin to monitor confirmations/ chasers and booking cancellations overview.
  • Working with Operations and Commercial Director and the team on incoming emails to Customer Services responses and quotes.
  • Checking PNR’s, Flight Updates & Queues are actioned promptly by the Flight team and Res agents.
  • Reservations Maintenance:
    a. Updating the team on flight schedule changes from Flight team and monitoring progress for each.
    b. Chase team on bookings requiring updates/cancellations/amendments and monitoring progress for each.
  • ACCOUNTS LIAISON: Bi- weekly update meeting and check with Accounts on balance payment reminders for the team.
  • Report Analysis – Eventuality of bookings V/S enquiry and challenges to converting – weekly debrief with Commercial Director.
  • Report Analysis – Weekly submission reporting to Management on Reservations conversions and enquiries / Conversions and target progress.
  • Updating and maintaining the rota and leave requests – Report to MD.
  • ONGOING / DAILY: Troubleshooting issues as they arise with systems and the team.
  • BUSINESS DEVELOPMENT
    a. Monitoring Top 100 Agents – build an account management set up with the Commercial Director to derive a common achievement per annum. Report to the Trade Sales Manager on a weekly basis to check ROI.
    b. Manage bookings on commission basis on all Management KEY agent accounts.
    c. Develop new relations with Trade – initiate a team Social Media involvement to drive leads.
  • PROJECT WORK:
    a. Create a Retention centric sales environment.
    b. Develop a team progress and training system based on Balance Scorecard achievements.
    c. Post Covid Team initiation and team build.
    d. Introduction of a “call guide” - Staff Training; Staff training to focus primarily on service levels, with ‘on-the-job’ monitoring and guidance, but also incorporating telephone and sales skills training including role-play.
  • Making and handling NEW bookings.
Competences & Attributes
  • Experience in using Amadeus.
  • To offer expert knowledge and advice on destinations.
  • Persuasive and confident individual who can adapt to differing circumstances and is comfortable selling a luxury brand.
  • Developing excellent time management skills with the team.
  • Up selling to maximise revenue on bookings.
  • To efficiently perform all administrative duties associated with the role.
  • Responsible for the selling of tailor made holidays to worldwide destinations and to support the reservation team when advice is needed to secure a booking.
  • Driven to achieve Company targets.
Salary: from £23,000 – £25,000
Plus Target personal and group achievement Commission

Only those with the above requirements need apply by email to: info@sunset.co.uk

Or by mail to: Recruitment, Sunset House, 6 Bedford Park, Croydon. SURREY. CR0 2AP


Opening Hours

MON - FRI: 09:30 - 18:00, SAT: 9:30 - 16:00