About the Opportunity

As a member of the Reservations team, the Reservations Executive plays a key role to ensure that meets and exceed its goals and operates successfully. The Reservations Executive will work in partnership with Reservations Leader to execute the reservation standards and requirements that will drive agent satisfaction and efficiency. This will involve the delivery of best-in-class service and memorable local experiences for the customer. The role will be responsible for fulfilling the booking logistics, handling reservation issues, and continually providing feedback to management on risks and possible improvements of the ways we book and confirm our products. You have a strong desire for structure, high organizational skills and love working according to procedures and schedules. You thrive on being meticulous and methodical.

JOB SPECIFICATIONS 

• Handle the logistics fulfillment according to company SOP’s.

• Consistently implement the company One-Best-Ways (OBWs) processes/procedures/systems across the accounts handled.

• Empowered to initiate the new, better OBWs, through the proper channels.

• Effectively cooperate with OPS and Fleet, Product, Sales, Customer Experience and Suppliers for seamless daily operations and overall service improvements

• Ensure all bookings, passenger details, logistic information, internal notes, and supplier notes updated on reservations system in an accurate and timely manner

• Handling and making reservations of accommodation, air ticket, train ticket, suppliers, restaurants, all services including in the package (except transportation and tour guides).

• Ensure all details of itinerary has been entered into system correctly and reconfirming every aspect of the booking before passing on documents to Agents and information to the Sales team.

• Ensure 24/7 supports on the ground for client’s complaints and incidents

• Resolve customer service issues to customer’s satisfaction with appropriate corrective and preventive measures.

• Ensure bookings run within budget.

• Daily and weekly tracking of individual sales targets.

• Advice finance team of all receivables and payables.

• Ask as well as participate in any trainings or upskilling recommended by the Reservations Team Leader or you feel relevant to your role.

• Ensure you maintain up to date with product knowledge and understand Discova’s offerings.

• Ensure you discuss business improvement and efficiencies with your leader. 

ESSENTIAL QUALIFICATION AND EXPERIENCE 

• Degree in tourism and hospitality or experience in Tourism or Hospitality is an advantage 

• Fluent in national local language and intermediate to advanced level of written and spoken German and English

SKILL AND ATTRIBUTES

• Well-developed problem-solving skill

• Customer centric with commitment to high standards of service delivery

• High attention to details & strong time/priority management skills

• Able to work independently or in a team environment

• Flexible rotating roster that may include late nights, weekends, and early mornings

• Ability to work with uncertainties/changing priorities and under pressure.

• Willing to travel on business when required

• Personally, aligned with company purpose and values

• Proficient with Microsoft Office applications