JOB TITLE: Contracts Executive – Mandarin OR Cantonese OR Vietnamese Speaker
This is an excellent opportunity for a candidate with previous experience in the tour operator or travel setting, specifically with high level of negotiation skills. Someone who is proactive, able to solve problems under pressure in a very dynamic environment. The right candidate will also demonstrate the ability to communicate at all levels in a multi-cultural environment. Senior level of influencing others, the ability to resolve conflict and excellent communication skills are a must have for this senior position.
The right candidate will be expected to:
Make and confirm reservations using a booking system for services (ferries, trains, restaurants, admissions to places of interest, guides, assistants, cruise tours, etc.) using telephone and email systems
Handling of incoming mail
Deal with customer enquiries and be able to prevent issues and exceed their expectations
Manage the bookings on-going process and interface with operations department to ensure that time commitments and quality standards are achieved
Determine whether space is available on travel dates requested by customers, and assign requested spaces when available
Make sure that we have received confirmation of our bookings from suppliers and it’s archived accordingly
Inform operations department of any changes such as fully booked dates, closed places of interest and offering and arranging the alternatives.
Processes cancellations and modifications and promptly relays this information to the other related departments
To take part in familiarisation with all destinations in order to gain up-to-date information on issues and amenities in order to meet clients’ needs, as well as to target more clients in particular seasons
Advise quotation department with requested information about the prices and other service’s conditions
To look for new suppliers according to client request and market demand, getting the group rates and prices from them; negotiating and contracting the services at the best prices in the market
Analyse and review pricing for already contracted services, negotiating them in order to stay compatible in the market
Amend product and supplier information in the booking system and keeping it up to date
To make sure all the final information for booked services is provided for the group to run smoothly on the road
Make sure suppliers’ invoices are matching our booked service pricing
Work closely with accounts department while chasing pro-forma invoices for pre-booked services
Deal with complaints, looking for solutions and alternatives, to keep client satisfied with booked and provided service.
The candidate needs to be able to explain information and the ideas clearly, creatively and convincingly in the mother tongue, both written and oral, as well as in a foreign language (especially verbally)
Identify opportunities to correct parts with incorrect pricing in system to make booking process more efficient.
Able to support in organising the team’s workload daily along with line manager
Willing to provide support to colleagues during emergencies and/or challenging situations as they develop
Demonstrate the ability to negotiate contracts at a senior level
Work closely with line manager on booking situation, destination and market analysis
Provide suggestions for improvement on processes accordingly
Provide induction and training of new starters as needed
Coaching of existing staff members
Willing to undertake any reasonable request made by management in any other areas of the house
Must have exceptional customer service skills and a strong customer orientation
Must have strong organizational and time management skills and be able to effectively handle multiple priorities and meet deadlines.
Ability to work under pressure and to tight deadlines
Requires close attention to detail, ability to identify issues and implement processes to prevent errors.
Ability to use internet and web-based resources efficiently and effectively
Must be collaborative and be able to work in a team-based environment as well as on his/her own initiative and willing to be ‘’hands-on’’
High ethical standards, analytical ability
Decisiveness - ability to resolve conflicts between different parties in a dispute and find suitable solutions to challenges.
To possess a good ability in maintaining their composure and objectivity when under pressure (from various agents, all at once)
Senior level teamwork skills
Understanding of conflict management between team members
Experienced in delegation and at the same time being ready to take over the delegated task as needed
Experience in training new staff members and mentoring and coaching existing ones
Analytical skills using large volume of data
A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet