The Travel Consultant plays a pivotal role in delivering exceptional customer service and expert travel advice. The consultant uses in-depth knowledge of destinations and travel arrangements to tailor experiences that meet client needs, while supporting departmental goals and sustainability initiatives. The role requires a proactive and customer-focused approach, with a strong emphasis on professionalism, creativity, and teamwork.
RESPONSIBILITIES:
Customer Service Excellence:
Advise clients on travel products and services, ensuring a personalised approach tailored to individual needs.
Deliver outstanding customer service, handling enquiries and requests promptly and professionally.
Address and resolve customer concerns with empathy and effective problem-solving skills.
Educate clients on responsible travel practices and promote sustainable tourism options.
Sales and Booking Management:
Utilise creativity and initiative to source competitive fares and ensure itinerary quality, enhancing client satisfaction.
Demonstrate expertise in airfares, cruising, ticketing, and travel reservations to meet client requirements.
Work independently to manage booking systems, ensuring timely and accurate transactions.
Contribute to achieving departmental revenue targets by upselling and cross-selling travel products whilst also taking travel partner commissions into account.
Operational Support:
Assist in maintaining accurate records of transactions and client interactions.
Produce client invoices in a timely manner.
Coordinate with the Travel Account team, ensuring outstanding client debt is accounted for.
Participate in roster duties, including Sponsored Patient Services, as required.
Collaborate with colleagues to ensure seamless operations and adherence to company policies.
Conduct ISO auditing as per schedule and adhere to ISO 9001 quality management standards.
Marketing and Business Development:
Support the Development and Team Manager and Assistant Manager in implementing marketing initiatives to achieve business objectives.
Monitor and respond to social media enquiries via Meta Business Suite, contributing to the agency’s online presence.
Promote the company’s travel products through personal and professional social media channels.
Attend familiarisation trips and travel trade fairs as required, building product knowledge and representing the company.
Team Collaboration and Growth:
Work collaboratively with team members to foster a positive and productive work environment.
Participate in team-building activities and contribute to creating a cohesive team dynamic.
Demonstrate a proactive attitude towards learning and assist colleagues in skill development.
Sustainability and Innovation:
Implement and promote sustainable practices within daily operations to align with company goals.
Stay informed about industry trends in sustainable tourism and incorporate eco-friendly options into itineraries.
Undergo sustainability-related training as advised by the HSSEQ Manager.
Quality Management:
Ensure compliance with ISO 9001 quality management system standards.
A clear understanding of the company’s Management System Manual.
Comply with all company Tier 1, Tier 2 policies, procedures and requirements as stated in the company Management System Manual.
Ensure that the Tier 3 MHB Travel Services department procedures are followed accurately and efficiently to meet customer needs and maximise productivity.
REQUIREMENTS:
Excellent travel and cruise industry knowledge.
Previous experience in a similar role within the travel industry (preferred).
Strong knowledge of airline reservation systems and travel booking platforms (preferred).
Proficiency in Microsoft Office and other travel-related software.
Fluency in English and Spanish (additional languages advantageous).
Excellent communication, organisational, and time-management skills.
Proven ability to multitask, prioritise effectively, and work under pressure.
Strong numerical, problem-solving, and decision-making skills.
Self-motivation with a proactive and results-driven attitude.
Flexibility to travel for training, familiarisation trips, and other business needs.
