Senior Travel Advisor

Holiday Tours & Travel Group; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading travel company in Petaling Jaya is seeking a motivated Travel Advisor focused on high-net-worth clients. This role requires exceptional emotional intelligence, active listening, and the ability to provide personalized travel solutions. Responsibilities include engaging with customers, arranging travel logistics, and achieving sales targets. Ideal candidates should possess relevant qualifications and at least 3 years of experience in customer service, excellent communication skills in English and Malay, and a passion for exceptional service delivery.

Qualifications

• 3 years of related working experience preferred.
• Executive specializing in Customer Service or equivalent preferred.
• Good communication skills in English and Malay.

Responsibilities

• Proactively engage customers to promote travel products.
• Build and maintain intimate customer relationships for personalized solutions.
• Arrange travel logistics including bookings and transportation.
• Address customer complaints promptly and professionally.
• Achieve sales targets and drive revenue through upselling.
• Foster excellent customer reviews and high NPS.

Skills

Emotional intelligence

Active listening

Customer engagement

Communication skills

Education

Diploma / Advanced Diploma, Bachelor's Degree in Hospitality / Tourism / Hotel Management or Mass Communications

Job description

We are seeking a highly motivated Travel Advisor with experience in serving high-net-worth, luxury customers in any field or industry. Prior experience in the travel industry is an advantage.

The ideal candidate possesses a high degree of emotional intelligence, the ability to actively listen and understand customer needs, and the ability to think quickly on their feet. Your primary responsibility will be to treat each customer as the most important person in the room or on the call, delighting them at every point of communication and surprising them in unexpected ways and be part of the team to drive revenue growth.

JOB RESPONSIBILITIES

Proactively Engage the Customer Database: Reach out to potential and existing customers, promoting, and recommending products from brands under HTT’s portfolio that align with their preferences, needs, and aspirations. Strive to achieve company goals by driving customer engagement and conversions. Actively connect with clients through planned sales calls and visits, strengthen relationships for long-term retention, attract new customers through referrals and networking, and create more travel opportunities through upselling and personalized service.

Build and Maintain Customer Relationships: Get to know our customers intimately and anticipate their travel needs, providing personalised solutions and insights surrounding the experiences that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and/or tour options to deliver value-added services. Offer tailored travel solutions, priority support, and seamless booking with exclusive deals, ensuring a superior experience over self-booking.

Arrange Travel Logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency. Handle customer billing and payments accurately, ensuring a seamless transaction process.

Address Customer Complaints: Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer's satisfaction, maintaining a high level of customer experience and professionalism. To follow the Standard Operating Procedures (SOP) on escalating complaints to Team Lead if unable to resolve.

Achieve Sales Targets: Work closely with Team Lead to achieve sales and revenue assigned targets. Continuously seek opportunities to upsell and other travel services and experiences to customers. Drive revenue by actively engaging clients, acquiring new customers, upselling travel solutions, executing strategic sales plans, and continuously monitoring performance to adapt and optimize sales efforts

Foster Excellent Customer Reviews and High Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.

Be involved in Travel and Company events, when necessary, i.e., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc.

Any other duties at the discretion of the company.

Job Requirement:

• Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in Hospitality / Tourism / Hotel Management,Mass Communications
• Preferably at least 3 years of related working experience.
• Preferably Executive specializing in Customer Service or equivalent.
• Good communication skills in English,Malay language for both spoken and written

If this opportunity excites you and you would like to discover more, we would love to meet with you. HTT is looking for high performance talents and welcomes all qualified candidates to apply. We celebrate diversity and are committed to creating an inclusive, conducive and collaborative environment for all employees.