Travel Counselor

Holiday Tours & Travel Sdn Bhd; Kuala Lumpur; On-site; MYR 40,000 - 68,000; Full time

Job summary

Holiday Tours & Travel Sdn Bhd is seeking a Travel Counselor to coordinate and manage travel arrangements for clients, ensuring services align with SLAs and company procedures. You will handle inquiries, plan itineraries, issue tickets, and provide visa guidance to ensure seamless travel experiences.

Responsibilities include supplier coordination with airlines and hotels, collaboration with sales and internal teams, and adherence to SOPs.

Qualifications

• Bachelor’s Degree in Tourism & Hospitality Management, Business Administration or related field.
• Minimum 2 to 3 years work experience in Travel/Airlines/Hotel
• 3 years’ experience in a similar capacity, preferably in a travel industry

Responsibilities

• Travel Arrangement & Reservation Management
• Handle and monitor all travel enquiries received via telephone, email, and walk-in clients in a timely and professional manner.
• Plan travel itineraries and coordinate reservations for flights, hotels, car rentals, coaches, and train services based on client requirements.
• Process ticket issuance and prepare relevant travel documents accurately and efficiently.
• Ensure all bookings comply with client travel policies, company procedures, and SLAs.
• Provide professional and up-to-date travel advice including airfares, travel routes, visa requirements, and travel-related information.
• Ensure all enquiry and service requests are responded to within the required turnaround time.
• Address and resolve customer concerns or complaints in a timely and professional manner to maintain high customer satisfaction.
• Provide visa-related guidance and assist clients with visa application submission where required.
• Liaise and build strong working relationships with airlines, hotels, travel suppliers, and service providers to ensure efficient service delivery.
• Collaborate closely with sales personnel, internal departments, and branch offices on reservation and ticketing matters.
• Maintain effective teamwork by supporting colleagues and contributing to a positive work environment.
• Ensure all enquiries, bookings, and transactions are handled accurately and delivered within the required timelines.
• Follow all SOPs and operational guidelines to maintain service quality and compliance.
• Safeguard and not disclose customer details and our company’s confidential information.
• Identify opportunities for service improvement and participate in training and development programs.
• Assist in Trade shows/Consumer shows when necessary, e.g. MAS Travel fair, MATTA; ensure billing and chasing for payment for outstanding invoices.
• Perform any additional duties assigned by management to support operational needs.

Skills

Travel coordination

Reservations systems

Customer service

MS Office

IATA knowledge

Education

Bachelor’s Degree in Tourism & Hospitality Management

Business Administration (related field)

Tools

Sabre

PowerSuite Cloud

Job description

The Travel Counselor is responsible for coordinating and managing travel arrangements for clients while ensuring services are delivered in accordance with company procedures, client policies, and service level agreements (SLAs). This role focuses on delivering efficient travel solutions, maintaining high service standards, and ensuring seamless travel experiences for clients through accurate booking, timely responses, and professional customer support.

JOB RESPONSIBILITIES:

Travel Arrangement & Reservation Management

Handle and monitor all travel enquiries received via telephone, email, and walk-in clients in a timely and professional manner.

Plan travel itineraries and coordinate reservations for flights, hotels, car rentals, coaches, and train services based on client requirements.

Process ticket issuance and prepare relevant travel documents accurately and efficiently.

Ensure all bookings comply with client travel policies, company procedures, and service level agreements (SLAs).

Customer Service & Client Support

Provide professional and up-to-date travel advice including airfares, travel routes, visa requirements, and travel-related information.

Ensure all enquiry and service requests are responded to within the required turnaround time.

Address and resolve customer concerns or complaints in a timely and professional manner to maintain high customer satisfaction.

Provide visa-related guidance and assist clients with visa application submission where required.

Supplier & Internal Coordination

Liaise and build strong working relationships with airlines, hotels, travel suppliers, and service providers to ensure efficient service delivery.

Collaborate closely with sales personnel, internal departments, and branch offices on reservation and ticketing matters.

Maintain effective teamwork by supporting colleagues and contributing to a positive work environment.

Operational Excellence & Compliance

Ensure all enquiries, bookings, and transactions are handled accurately and delivered within the required timelines.

Follow all Standard Operating Procedures (SOPs) and operational guidelines to maintain service quality and compliance.

Safeguard and not to disclose customer (personal and organisation) details and our company’s confidential information.

Identify opportunities for service improvement and participate in training and development programs.

Other Duties:

Assist in Trade shows/ Consumer shows when necessary, i.e. MAS Travel fair, MATTA etc.

Ensure that we have billed and chase for payment for outstanding invoices, no credit given to customer, friends or travel agents unless authorized (written) by Head of Department.

Perform any additional duties assigned by management to support operational needs.

Job Requirements:

Bachelor’s Degree in Tourism & Hospitality Management, Business Administration or related field.

Minimum 2 to 3 years work experience in Travel/Airlines/Hotel

3 years’ experience in a similar capacity, preferably in a travel industry General working knowledge of Travel Industry and related technologie

Excellent knowledge of reservations systems (Sabre and PowerSuite Cloud), IATA rules and faring Experience with project management

Good command of MS Office and Excell

If this opportunity excites you and you would like to discover more, we would love to meet with you. More importantly, we’re seeking talented individuals who possess a growth mindset, appetite for influencing a team towards positive change and the will to see it through.

HTT is an equal opportunity employer and welcomes all qualified candidates to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a counsellor?
• Which of the following types of qualifications do you have?
• How much notice are you required to give your current employer?
• Which of the following languages are you fluent in?
• How many years' experience do you have as a travel consultant?
• Which of the following reservation (CR) and distribution (GD) systems do you have experience with?

Company Overview

Holiday Tours & Travel (HTT), with 49 years of experience, is a leader in the travel industry, offering customized travel solutions for both business and leisure travelers. Operating in corporate travel, luxury travel, and MICE segments, HTT serves over 500 corporate clients and partners with CWT, a global business travel leader. Its luxury brand, T’ROKA by Holiday Tours, focuses on premium hotel-based experiences highlighting local culture. HTT is recognized for its collaborations with major airlines and top hotel groups like Virtuoso, Hilton, and Marriott.

Our Core Values:

Deliver WOW

Be RELIABLE

Pursue GROWTH

Stay HUMBLE

Company Overview

Holiday Tours & Travel (HTT), with 49 years of experience, is a leader in the travel industry, offering customized travel solutions for both business and leisure travelers. Operating in corporate travel, luxury travel, and MICE segments, HTT serves over 500 corporate clients and partners with CWT, a global business travel leader. Its luxury brand, T’ROKA by Holiday Tours, focuses on premium hotel-based experiences highlighting local culture. HTT is recognized for its collaborations with major airlines and top hotel groups like Virtuoso, Hilton, and Marriott.

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