Travel Experience Coordinator

1 day ago

Melbourne, Victoria, Australia beBeeExceptional Full time $45,000 - $70,000

Customer Experience Associate

We are seeking a highly organized and customer-focused professional to join our team as a Customer Experience Associate. In this role, you will assist travel agents in making reservations for their guests and ensure exceptional customer service throughout the reservation process.

Key Responsibilities

  • Reservation Management:
    • Assist agents in selecting suitable cruise packages, itineraries, and accommodations based on guest preferences and budget requirements.
    • 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 our reservation system.
    • Coordinate special requests, such as dietary preferences, mobility assistance, celebrations, and group bookings, ensuring guest satisfaction and attention to detail.
  • Customer Service:
    • Establish and maintain excellent relationships by demonstrating a genuine passion for delivering personalized service and creating memorable experiences.
    • Offer proactive assistance and recommendations to enable agents to secure the sale and enhance guests' cruise experiences, including pre and post-cruise arrangements.
    • Handle and resolve complaints or issues, working closely with other departments to ensure client satisfaction and swift resolution.
  • Administrative Duties:
    • 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. Follow up with agents and guests where needed.
    • Coordinate with other departments, such as operations, marketing, and sales, to ensure seamless communication and effective workflow.
    • Product Knowledge and Training:
      • Stay up to date with cruise industry trends, ship itineraries, new services, and promotions to provide accurate and timely information to guests.
      • Participate in ongoing training programs and familiarize yourself with the features and benefits of different cruise ships, onboard facilities, and services.
      • Share knowledge and expertise with colleagues to maintain consistent and exceptional customer service standards across the reservations team.

Work Environment

The successful candidate will work in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine, and light traffic.

Requirements

Previous experience in a trade reservations role, preferably within the luxury travel or hospitality industry, is required.

Skills/Qualifications

  • Excellent communication skills, both verbal and written, with the ability to actively listen to guest needs and provide clear and concise information.
  • Strong organizational 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 and holidays.

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