Job Description

The Travel Reservations Agent needs to be a dedicated, motivated, and service-oriented individual to join our esteemed team. As a Travel Agent, you will immerse yourself in the realm of opulent travel, high end dining, VIP events and assist our discerning clients in curating their ideal itineraries. Our team of lifestyle managers builds bespoke travel itineraries and fulfils requests for exquisite dining experiences and entertainment, such as securing reservations at the world's finest restaurants and arranging tickets for best-selling shows, concerts, and events. If you possess a talent for service, an ambition for success, and an insatiable passion for the finer aspects of life, then this is the ideal position for you! Your exceptional customer service skills, adeptness in utilizing travel research tools, and unwavering enthusiasm for travel and entertainment will result in unparalleled member satisfaction, substantial sales revenue, and repeated utilization of Ten for travel and other types of requests across the organization.

Serve our members primarily by telephone and email to fulfil their requests and offer suggestions to enhance their experience. Provide quotes via our CRM system by email for the members. Handle all communication between suppliers needed to obtain the quotes/information and review the details of all quotations provided to you, before providing them to the member.

• Fully explore and understand each member’s requirements and use your superb knowledge of local suppliers to propose options which perfectly suit the brief.

• Offer the best value and competitive prices

• Use your commercial judgment to secure maximum supplier revenue without compromising the member’s wishes.

• Offer options to the member where this is the best choice for them for reasons of availability, price or suitability even if Ten will not earn supplier commission on the booking

• Complete jobs in response to briefs from members taken by colleagues allocated to your home page

• Follow up on your quotes to maximize the conversion of requests to bookings.

• Create complex “high touch” itineraries for our VIP and other high net worth members.

• To investigate opportunities to add value beyond the regular request and exceed the members’ expectations. 

• Ensure members are made aware verbally and in writing before booking of all supplier terms and conditions and consumer protections

• Handle all member payments (if applicable) and arrange supplier payment through our finance team when required.

• Have the ability to work on multiple requests and sourcing options from various suppliers according to the member’s needs.

• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business

• Resolve customer care/escalation issues related to jobs you have carried out for members.

• Follow up with the members to see if they are ready for their adventure and answer any questions they may have • Work alongside the Global Teams to ensure that members travelling to any region of the world receive an exceptional service in country, making for a world class experience in concierge.

• To demonstrate you can confidently negotiate with suppliers to deliver the best possible service to our members • Contribute to Ten’s supplier relationship procurement, by helping to maintain and build new relationships with vendors. Thus, ensuring continuous growth of our services, by collaborating with the global teams and ensuring the specific region is developing and is profitable. Must meet all published targets for your role including being present, on time, available and completing your scheduled shift. Take comprehensive and accurate briefs according to published processes via the phone and/or email directly from members, agreeing realistic response times in line with company targets, and respond yourself or allocate to the correct team homepage. To manage and meet competing deadlines, while setting expectations with members and ensuring continued communication with them. To accomplish these targets, you will collaborate with our affiliated suppliers and our preferred selection of hotels, restaurants, and other suppliers.

• Logging in to the telephony system and be ready to take phone and email briefs from members for any team in the business.

• Correctly notate brief in Ten systems according to published process

• Ensure that Ten meets Service Level Agreement targets for our corporate clients

• To keep up to date on administration and research relating to members requests on CRM in a timely manner.

• To ensure that requests that could have commissions available are processed and invoices are produced.

• To record feedback in order to continually drive high levels of member satisfaction and service enhancements

• To assist in customer care/escalations where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.

• Close jobs and issue invoices to suppliers promptly in line with contract arrangements to maximize cash flow for the business.

• Provide feedback to Team Leader and/or the relevant Supplier Manager with any service level issues regarding particular suppliers, and where you identify alternatives to existing suppliers or a possible need for new suppliers.

• Meet monthly KPI’s on Sales, NPS and Efficiency. • You must meet goals in a fast-paced environment where deadlines are ever-present.

Requirements

• One to two years combination of travel booking experience required. This can be booking hotels, airline or any other professional travel booking experience.
• Travel industry knowledge required. This may come from schooling, professional experience or personal experience having travelled heavily internationally.
• Six months to a year of Dining and/or Entertainment background is required.
• Experience in a retail /call centre Travel environment
• GDS experience preferred but not mandatory.
• Need proven experience with quick problem solving and resourcefulness in previous employment.
• Comprehensive knowledge of Office Word, MS Outlook. No training is provided for this. •
• Excellent English language skills, both written and spoken. Must be able to book reservations in English without error.
• Must write grammatically correct and error free American English.
• Required to commit to scheduled shift. This will include night shift and weekends.
• Must be able to commute to the office.
• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

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