JOB PURPOSE
The Travel Counselor is responsible for coordinating and managing travel arrangements for clients while ensuring services are delivered in accordance with company procedures, client policies, and service level agreements (SLAs). This role focuses on delivering efficient travel solutions, maintaining high service standards, and ensuring seamless travel experiences for clients through accurate booking, timely responses, and professional customer support.
JOB 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 service level agreements (SLAs).
Customer Service & Client Support
- Provide professional and up-to-date travel advice including airfares, travel routes, visa requirements, and travel-related information.
- Ensure all enquiries 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.
Supplier & Internal Coordination
- 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.
Operational Excellence & Compliance
- Ensure all enquiries, bookings, and transactions are handled accurately and delivered within the required timelines.
- Follow all Standard Operating Procedures (SOPs) and operational guidelines to maintain service quality and compliance.
- Safeguard and not to disclose customer (personal and organisation) details and our company's confidential information.
- Identify opportunities for service improvement and participate in training and development programs.
Other Duties:
- Assist in Trade shows/ Consumer shows when necessary, i.e. MAS Travel fair, MATTA etc.
- Ensure that we have billed and chase for payment for outstanding invoices, no credit given to customer, friends or travel agents unless authorized (written) by Head of Department.
- Perform any additional duties assigned by management to support operational needs.
JOB SPECIFICATION
MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION
- Bachelor's Degree in Tourism & Hospitality Management, Business Administration or related field.
- Certificate or Diploma in Ticketing / IATA / Travel / Tourism / Hospitality.
RELATED EXPERIENCE
- Minimum 3 years work experience in Travel/Airlines/Hotel
- 3 years experience in a similar capacity, preferably in a travel industry General working knowledge of Travel Industry and related technologies
- Excellent knowledge of reservations systems (Sabre and PowerSuite Cloud), IATA rules and faring Experience with project management
- Good command of MS Office and Excel
PERSON SPECIFICATION (ESSENTIAL)
- Strong verbal and written communication skills
- Good interpersonal skills, motivate, coach, and inspire others.
- Demonstrate pro-active and can do solution driven approach.
- Display initiative and ownership
- Be a positive role model for all staff - Team Player - Lead by example.
- Good level of numeracy and analytical ability
- Capable of making sound judgments
- Rigorous, well organized, self-motivated
If this opportunity excites you and you would like to discover more, we would love to meet with you. More importantly, we're seeking talented individuals who possess a growth mindset, appetite for influencing a team towards positive change and the will to see it through.
HTT is an equal opportunity employer and welcomes all qualified candidates to apply. We celebrate diversity and are committed to creating an inclusive environment for all employees.
