Travel Experience Architect

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

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.