Reservations Support Specialist

Travel Trade Recruitment; England; Hybrid; GBP 20,000 - 34,000; Full time

Job summary

Travel Trade Recruitment is seeking a Reservation Support Specialist in Surrey with hybrid working arrangements. You will handle administration and post-booking tasks, maintain records, and become the go-to product expert for itineraries and offers.

You will also support customer relations and sales activities, including upselling where appropriate. Strong communication, IT, and travel experience are essential to success in this role.

Qualifications

• Excellent written and verbal communication.
• Competent with IT and MS Office (Outlook, Excel, Word, Teams).
• Fast learner with ability to prioritise and organise.
• Able to work independently and as part of a team.
• Positive attitude to change and willingness to develop skills.
• Previous sales or service experience in travel or hospitality.
• Personal travel experience and passion for travel.

Responsibilities

• Handle incoming calls promptly and courteously and manage post-booking admin.
• Keep client files and bookings up to date and process documentation.
• Remain expert on product offerings, itineraries, offers and opportunities to travel.
• Update bookings with flight/date changes, moves, cancellations and refunds.
• Ensure information aligns with company policies and client preferences.
• Create and send pre-departure documents to agents and guests.
• Assist with general office duties as required.

Skills

Communication

MS Office

Outlook

Excel

Word

Fast learner

Prioritisation

Organisation

Independent work

Teamwork

Adaptability

Growth mindset

Sales experience

Travel passion

Tools

Salesforce

Booking systems

Job description

Reservation Support Specialist - Surrey/ Hybrid

Up To £34,000 Plus Excellent Benefits

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• Follow-up with adding flights to bookings out of date range.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.

Sales

• 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

Essential

• 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.

Desirable

• 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.