• Customer Service. • Converse with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required. • Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.• Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations• Determine destination, modes of transportation, travel dates, costs, and accommodations required. • Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers.• Book transportation and hotel reservations, using computer terminal or telephone.• Helping customers to find a suitable package holiday or to plan independent travel.• checking the availability of the chosen holiday by telephone or computer.• Print or request transportation carrier tickets, using computer printer system or system link to travel carrier.• May also describe, plan, and arrange itineraries and sell tour packages. • Arranging flights, insurance and accommodation.• Using a booking system to secure holidays. • Collecting and processing payments • Advising clients on travel arrangements, e.g. visas and passports • Sending out tickets and documentation to clients • Keeping clients up to date with any changes • Dealing with complaints or refunds• Use of Amadeus (CRS system)• Use of Tramada.• Team player.• Good communication skills. • Strong customer focus. • Good organisational skills. • Strong computer and written skills. • Able to work as part of a team. • High level of personal presentation. • Able to work under pressure. • Enjoy working with people. • Strong sales focus.• Visit hotels, resorts, and restaurants to evaluate comfort, cleanliness, and quality of food and service.• Cruise inspections.• Travel Expos (Local and Interstate).

•An understanding of and belief in itravel’s Responsible Travel philosophy and Core Values.•High standards of Customer Service. •Plan, describe, and arrange itineraries packages and promotional travel incentives offered by various travel carriers for the itravel network.•Find a suitable package holiday for the itravel network, such as Hot Deals on the website.•Accounting •To maximise Group sales through developing and maintaining relationships with industry partners. •Ability to create and manage sales strategies, promotions etc. •Maintain rapport with Mobile Agents and Franchise owners in order to build a solid foundation and assist where possible. •To provide excellence in training new agents on Systems, Policies and Procedures.•Ensure agents are familiar with new selling features and advantages for preferred suppliers. •Agent support via Phone, Email or Face to Face. •Organising of Custer/Master Class Training for the Network.•Organising as part of a team our yearly campaigns. •Collecting and processing payments for Credit Cards by agents. •BSP/ Ticket Issuance/ Suresave Travel Insurance Reconciliation. •BTA Extracts and Reconciliation for Corporate Users. •Posting on Social Media (Facebook and Instagram) for the whole network. •Sending out tickets and documentation to agents that come in to Head Office. •Keeping the network up to date with any changes to procedures both internal and external. •First point of contact for the network with any escalated issues.•Liaise with Operation Manger on projects and changes to policy and procedures. •Good interpersonal and communication skills. •Strong organisational skills. •Ability to work independently and in a team. •High level of personal presentation. •Able to work under pressure and juggle multiple tasks.•Strong sales focus.•Cruise inspections.•Assist in fam trip request as requested by Manager. •Participate in Travel Expos (Local and Interstate) as requested by Manager.

• Customer service co-ordination for all Viator retail travel distributors/agents from the booking process to basic technical support and troubleshooting• Ensuring the highest form & delivery of customer service to the customer, agent & supplier• Customer service area administration• Communication to Customer Service Manager and Customer Service Supervisor in relation to all customer service & support issues• Use initiative to ensure product information from bookings and assistance requests is up to date – liaise with Product Co-ordinators and Product Managers where necessary• Accurate delivery of booking information into various in-house software solutions• Time management of effective customer service delivery• Maintenance of existing Customer Service tools (databases, manuals, in-house forms)• Continuing improvement to customer service administration and work methods• Special project / product work when required• Frontline Customer Service for the company. Servicing booking requests, inquiries, administration etc.• Point of contact (on a rotating basis) for retail travel distributors, customers, agents & suppliers in relation to all Viator product and the online booking process• Control (on a rotating basis) of the online booking / cancellation / amendment procedures• Enthusiasm to take on new tasks and project / product work – cooperation with internal and external customers• Global geographical knowledge• Good administrative skills• Excellent customer service skills• Quick learner• Ability to focus on issues at hand and manage a range of issues at one time• Ability to work unsupervised• Proactive attitude• Time management skills• Ability to work under pressure and meet deadlines• Excellent communication skills – both written and oral• Computer skills – Word, Excel, Internet, e-mail, databases• First point of contact for the Multi day tours inquiries from customers, suppliers and industry partners• Ability to prioritize

•To manage and support the Group Sales Department by effectively and efficiently processing Group Sales requests. •Develop new tours and maintain all aspects of the tour operations.•Manage, train and support group co-ordinators. •Consistently meet or exceed individual, team & organisational performance standards.•Support all Call Centre Operations departments•Achieve the group budget.•Plan, sell and promote the product range and process customer bookings•Handle customer telephone enquiries efficiently and accurately•Maintain accurate and comprehensive knowledge of the product range•Provide excellence in service to all internal and external customers.•Make outbound after sales follow-up calls •Action reports & booking maintenance

•Present written proposals for international group travel•Negotiate adhoc group rates with suppliers as necessary.•Convert quotations to bookings by way of accurate and competitive costings and regular follow up on quotes with retail travel agents and relevant Business Development Managers. •Operations of group business including all functions of a reservation; itinerary planning; booking of services, accurate accounting in all CRS’s used and preparation and quality check of group documentation prior to sending. •Complete group sales bookings inquiries, i.e. telephone, email or fax request.•Effectively conduct “outbound” service and/or sales call to existing customers.•Maintaining the integrity of information contained within the department including customer and product database.•Communicate with management of service complaints and action taken on remedy them.•Develop and maintain strong relationships with all teams within Trafalgar and Uniworld Cruises, retail travel agents, tourism groups, airliners, hoteliers and other suppliers of Trafalgar and Uniworld Cruises.•Design and develop new itineraries.•Facilitate group-based learning for agents.•Update client database and business statistics.•Administrative and analytical skills.•Create Group flyers for agents.•Assisting staff queries. •Attention to detail. •Product and destination knowledge. •Report sales activities and issues on a weekly and monthly basis to head office and relevant Business Development Managers.•Promote and cross sell The Travel Corporation companies

•Present written proposals for international group travel•Negotiate adhoc group rates with suppliers as necessary.•Convert quotations to bookings by way of accurate and competitive costings and regular follow up on quotes with retail travel agents and relevant Business Development Managers. •Operations of group business including all functions of a reservation; itinerary planning; booking of services, accurate accounting in all CRS’s used and preparation and quality check of group documentation prior to sending. •Complete group sales bookings inquiries, i.e. telephone, email or fax request.•Effectively conduct “outbound” service and/or sales call to existing customers.•Maintaining the integrity of information contained within the department including customer and product database.•Communicate with management of service complaints and action taken on remedy them.•Develop and maintain strong relationships with all teams within Trafalgar and Uniworld Cruises, retail travel agents, tourism groups, airliners, hoteliers and other suppliers of Trafalgar and Uniworld Cruises.•Design and develop new itineraries.

•Client Hotel pick up’s. •Promote, sell and provide advice on Sydney Day Tours, as well as other Company products to prospective customers and sales agents, either by phone, over the counter.•Dispatch coaches, collect payments and/or vouchers and check passengers against manifests.•Accurately process bookings in the computerised reservations system Calypso, and undertake any associated administration tasks.•Maintain a comprehensive knowledge of the Sydney Day Tour product and a selected knowledge of other Company products.•Participate in Company promotional events, outside normal working hours if necessary.•Liaise with Operations, other Company departments, hotels, venues and suppliers.•Maintain an excellent standard of customer service in performing all of the above duties while also endeavouring to maximise the sale of Company products.•Daily banking and financial reconciliations.•Dealing with customer complaints and conflicts.•Assisting customers with queries. •Setting up prices for day specials on tours.•Tour Inspections.

•Over viewing all coach companies: Trafalgar Tours, Insight Vacations, Contiki Holidays & Busabout Europe for Documentation and Ticketing.•Main point of contact for all other departments, Including Business Development Managers and Reservation Managers. •Supervising staff (15-20 staff members).•Manage the ongoing performance of team members. •Clearly define individual expectations and targets to each employee. •Conduct daily, weekly and monthly performance reviews & provide opportunities for feedback and goal setting.•Create & monitor Employee Development Plans & report performance to management. •Identify unacceptable performance / behavior & instigate coaching and/or formal counseling. •Manage employee attendance & adherence & ensure resources are utilised effectively.•Increase individual and team effectiveness by call monitoring and documentation quality checks. •Provide ongoing coaching & counselling of job skills and behaviors and Ensure staff adhere to service standards. •Handle escalated calls when required and respond to Agents and Clients emails. •Delegate non-call related job functions.•Create a team environment & provide opportunities to encourage employee participation.•Communicate brands vision & direction to create a unified culture.•Identify low morale & implement creative ways to make work rewarding.•Coordinate & conduct regular team meetings.•Problem solving, anticipate possible problems & develop contingency plans. •Use initiative & taking responsibility to effectively work priorities & meet deadlines.•Lead by example & act as a positive role model to the team.

•Over viewing all coach companies: Trafalgar Tours, Insight Vacations, Contiki Holidays & Busabout Europe.•Main point of contact for General Manager and Managing Directors. •First point of contact for all overseas offices regarding Operations. •Training new staff for Documentation and Reservations.•Manage the ongoing performance of team members. •Monitor Employee Development Plans & report performance to management. •Ensure staff adhere to service standards. •Handle escalated calls when required.•Create a team environment & provide opportunities to encourage employee participation.•Coordinate & conduct regular team meetings. •Use initiative & taking responsibility to effectively work priorities & meet deadlines.•Lead by example & act as a positive role model to the team.•Participate in the recruitment process. •Ensure payroll forms are submitted accurately and on time.•Distribute documentation and ticketing rosters and assist with general rostering queries.•Maintain team member’s performance records. •Keep sensitive information confidential i.e performance and pay information.•Promote a safe & healthy environment, supportive of company policies. •Reconciling Travcour/Templar and Toll Invoices. •Yearly stock orders for all companies.

•Supervising Staff. •Customer Service.•Register operator.•Cash handling.•Refunds.•Dealing with customer complaints and conflicts.•Organizing staff rosters.•Fire warden. •Assisting customers with queries. •Train new staff (Cash handling, register operations, customer service).•House keeping. •Manage the ongoing performance of team members. •Use initiative & taking responsibility to effectively work priorities & meet deadlines.•Lead by example & act as a positive role model to the team.

•Process customer air and land bookings and answer customer enquires efficiently and accurately by utilising all available resources. •Appropriately action customer correspondence from multimedia sources, whilst maintaining service levels and turnaround times.•Team Player.•Handle customer telephone enquires effectively and accurately.•Product Knowledge. •Office Administration. •CRS knowledge Sabre/Galileo and Amadeus.•Action and maintain airline queues. •Knowledge of In-House Reservation systems.•Provide customer service for internal and external clients. •First point of contact to assist requests for overseas office.•Assisting in training of new staff.•Assisting Sales department with Tradeshows.

•Handle customer telephone enquires effectively and accurately.•Collate and pack all relevant documentation, tickets, and general information for inclusion in travel wallets.•Checking documentation and tickets prior to dispatch. •Log all documentation actions to booking notes for each file.•Promptly respond to phone and email inquiries. •Office Administration.