Reservations Support

Travel Trade Recruitment; England; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

Travel Trade Recruitment is seeking a Reservation Support Specialist for Surrey with hybrid working options. You will handle administration, bookings, and client communications, while staying up to date with itineraries, offers, and product knowledge.

Responsibilities include calling guests, managing bookings, and supporting sales interactions with travel agents and guests. You will develop relationships with clients and suppliers, upsell where appropriate, and ensure accurate records and timely

Qualifications

• Excellent written and verbal communication skills.
• Competent user of IT in general and MS Office (Outlook, Excel, Word, Teams).
• Fast learner with strong prioritisation and organisational abilities.
• Able to work independently and as part of a team.
• Travel industry experience and familiarity with travel industry booking systems.
• Experience using Salesforce and handling sales or service tasks.

Responsibilities

• Answer incoming calls promptly and courteously, maintaining professionalism.
• Keep booking records up to date and manage team bookings administration.
• Be an expert on product, itineraries, brochures, offers, and leverage travel opportunities.
• Add flights to bookings and handle date moves, cancellations and refunds.
• Ensure client details are current and prepare pre-departure documentation.
• Attend ship visits and client functions; develop relationships with clients and suppliers.
• Handle sales calls when required; quote flights and upsell where appropriate.
• Promote offers to travel agents during conversations and ensure smooth end-to-end service.

Skills

Excellent written communication

Excellent verbal communication

MS Office proficiency

Fast learner

Prioritisation

Organisational skills

Independent / autonomous work

Team player

Positive attitude to change

Travel industry experience

Sales/service background

Salesforce experience

Tools

Salesforce

Booking systems

Job description

Reservation Support Specialist - Surrey/ Hybrid

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.
• 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

• 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.
• 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.