Job Title: Leisure Travel Consultant
Department: MH Bland Travel Services
Reports to: Assistant Travel Manager
PURPOSE: The Travel Consultant plays a pivotal role in delivering exceptional customer service and expert travel advice. The consultant uses in-depth knowledge of destinations and travel arrangements to tailor experiences that meet client needs, while supporting departmental goals and sustainability initiatives. The role requires a proactive and customer-focused approach, with a strong emphasis on professionalism, creativity, and teamwork.
RESPONSIBILITIES:
Customer Service Excellence:
· Advise clients on travel products and services, ensuring a personalised approach tailored to individual needs.
· Deliver outstanding customer service, handling enquiries and requests promptly and professionally.
· Address and resolve customer concerns with empathy and effective problem-solving skills.
· Educate clients on responsible travel practices and promote sustainable tourism options.
Sales and Booking Management:
· Utilise creativity and initiative to source competitive fares and ensure itinerary quality, enhancing client satisfaction.
· Demonstrate expertise in airfares, cruising, ticketing, and travel reservations to meet client requirements.
· Work independently to manage booking systems, ensuring timely and accurate transactions.
· Contribute to achieving departmental revenue targets by upselling and cross-selling travel products whilst also taking travel partner commissions into account.
Operational Support:
· Assist in maintaining accurate records of transactions and client interactions.
· Produce client invoices in a timely manner.
· Coordinate with the Travel Account team, ensuring outstanding client debt is accounted for.
· Participate in roster duties, including Sponsored Patient Services, as required.
· Collaborate with colleagues to ensure seamless operations and adherence to company policies.
· Conduct ISO auditing as per schedule and adhere to ISO 9001 quality management standards.
Marketing and Business Development:
· Support the Development and Team Manager and Assistant Manager in implementing marketing initiatives to achieve business objectives.
· Monitor and respond to social media enquiries via Meta Business Suite, contributing to the agency's online presence.
· Promote the company’s travel products through personal and professional social media channels.
· Attend familiarisation trips and travel trade fairs as required, building product knowledge and representing the company.
Team Collaboration and Growth:
· Work collaboratively with team members to foster a positive and productive work environment.
· Participate in team-building activities and contribute to creating a cohesive team dynamic.
· Demonstrate a proactive attitude towards learning and assist colleagues in skill development.
Sustainability and Innovation:
· Implement and promote sustainable practices within daily operations to align with company goals.
· Stay informed about industry trends in sustainable tourism and incorporate eco-friendly options into itineraries.
· Undergo sustainability-related training as advised by the HSSEQ Manager.
Quality Management:
Ensure compliance with ISO 9001 quality management system standards.
A clear understanding of the company's Management System Manual.
Comply with all company Tier 1, Tier 2 policies, procedures and requirements as stated in the company Management System Manual.
Ensure that the Tier 3 MHB Travel Services department procedures are followed accurately and efficiently to meet customer needs and maximise productivity.
REQUIREMENTS:
· Excellent travel and cruise industry knowledge.
· Previous experience in a similar role within the travel industry (preferred).
· Strong knowledge of airline reservation systems and travel booking platforms (preferred).
· Proficiency in Microsoft Office and other travel-related software.
· Fluency in English and Spanish (additional languages advantageous).
· Excellent communication, organisational, and time-management skills.
· Proven ability to multitask, prioritise effectively, and work under pressure.
· Strong numerical, problem-solving, and decision-making skills.
· Self-motivation with a proactive and results-driven attitude.
· Flexibility to travel for training, familiarisation trips, and other business needs.