Reservations & Administration Consultant

Reservations & Administration Consultant

The Reservations & Administration Consultant will be responsible for assisting travel agents to make reservations for their guests and ensuring exceptional customer service throughout the reservation process. Your new role will also be responsible for providing administrative support to ensure efficient operation of the APAC Trade Reservations and Direct Consumer Sales Departments.

Key Responsibilities

Key responsibilities include but are not limited to:

• Reservations Management:
  • Assist agents in selecting the most suitable cruise packages, itineraries, and accommodations based on their guests' preferences and budget.
  • Provide accurate information on cruise ship amenities, onboard activities, dining options, entertainment, and shore excursions.
  • Process reservation requests, bookings and payments efficiently and accurately using the reservation system.
  • Coordinate special requests such as dietary preferences, mobility assistance, celebrations and group bookings, ensuring guest satisfaction and attention to detail.
  • Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.
• Administrative Duties:
  • Perform administrative tasks such as conduct research and comply with company policies when emails are escalated or any other requests to all inboxes.
  • Daily management and actioning of the Res Admin, Groups and Admin APAC email inboxes including Client facing Admin Inbox, Reservations Admin Inbox and Groups Inbox.
  • Complete daily, weekly reporting tasks: e ticket reporting, payment report, passport expiration report and updates, trade option follow-up, and any other administrative reporting required.
  • Answer system escalated emails and provide assistance and support to all reservation agents for both sales channels, effectively routing all inquiries to the proper individual/department with high quality and in a timely manner.
  • Prioritise and complete assigned projects in a timely manner, meeting the expectations of the Reservation Manager and Executive Team Members.
  • Maintain accurate and up to date records of agent and guest information, reservations, payments and special requests.
  • Prepare various reports, including booking lists, guest feedback and overdue balances to support management decision making.
  • Collaborate with the finance department to reconcile payments, invoices and billing discrepancies, following up with agents and guests where needed.

Qualifications

• Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry.
• Previous experience in executive administration.
• Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.
• Strong organisational skills and attention to detail to manage multiple reservations and administrative tasks simultaneously.
• Proficiency in computer systems and reservation software; experience with industry specific systems is a plus.
• Demonstrated ability to work effectively in a fast paced and deadline driven environment.
• Genuine passion for delivering exceptional customer service and creating memorable experiences for guests.
• Flexibility to work on a rotational shift basis, including weekends at requests.

Benefits

• Flexible and inclusive workplace where staff are encouraged to expand their skill set, take on challenges and contribute positively to our collective team.
• Supportive environment that will make you proud to work for A&K.
• Investment in staff with both in house and external training opportunities.
• Opportunity to progress your career, not just in Australia but as part of our global business.
• Access to our Employee Assistance Program (EAP).
• Work in the enviable CBD office location.
• Hybrid working from home/office model - opportunity to work from home.
• Monthly birthday celebrations and other team activities.
• Staff discounts and Travel Benefit programme.
• An organisation that is mindful of the environment, conscious of waste and seeks to minimise our eco footprint.

EEO Statement: Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.