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about 1 month ago
Salary: Up to £25K plus bonus
Location: London
Job type: Permanent
Contact: Recruitment Team
Category: Cruise Jobs

Luxury Travel Reservations Supervisor 

The role of Travel Sales Supervisor is to support the Sales Manager with the day-to-day running of the department, ensuring that work is carried our accurately, effectively and is on time, while performing as a link between the Sales Manager and the Travel Sales Consultants.
The role requires travel consultancy experience, maturity and professionalism as the Sales Supervisor will be privy to management level conversations and be expected to set a good example at all times for the other consultants to follow.

The Sales Supervisor will be required to assist with the recruitment of new consultants by filtering candidates and participating during interviews. The Travel Sales Supervisor will then assist with the introduction of new staff, organizing their training and sharing responsibility of their development during the first six months of employment.
The Travel Sales Manager will instruct the Travel Sales Supervisor to mentor certain members of staff, whether it’s because they need extra support or are experiencing a slip in standards. Mentoring will involve:

  • Monitoring workloads and reporting any issues to the Sales Manager.
  • Identifying training needs and areas for improvement, bringing them to the attention of the department manager.
  • Recommending solutions and devising training plans.
  • Advising and assisting other consultants on procedure and company policy.

Travel Supervisor Duties:

  • Supervising phone coverage and scheduling the lunch rota, ensuring cover is balanced throughout the day.
  • Scheduling annual leave and responding to leave requests.
  • Reporting sickness to the department Manager and arranging cover for the absent consultants, ensuring their work is kept up-to-date.
  • Assisting with the scheduling of the Saturday rota and arranging extra cover during peak times.
  • Responding to pre-departure complaints and ensuring issues are resolved to the client’s satisfaction, where possible.

Product Knowledge:

  • The Travel Sales Supervisor is responsible for maintaining comprehensive knowledge of a wide range of products.
  • Knowledge of new products is gained by attending product talks and gathering information through reading brochures and accessing relevant information sources. This includes unique selling points and relevant technical details.
  • With this knowledge, the Travel Sales Supervisor should be able to answer (or obtain the answer to) any query regarding the product thereby advancing the booking enquiry and ensuring customer satisfaction.
  • The Sales Supervisor should also be able to answer basic travel queries, such as those relating to weather, passport & visas requirements and health & fitness.
  • Product knowledge is also gained by attending annual product training visits. This knowledge will then enable the Sales Supervisor to answer queries that firsthand experience is required to answer. Knowledge of this experience is then shared with the rest of the department to improve overall awareness.

General Consultancy Duties:

  • Sell directly to the public and via travel agents either over the telephone, by email or face-to- face with customers visiting the office.
  • Present at all times a professional image of the company.
  • Help maintain a growing database of loyal existing customers and attract new potential customers.
  • Ensure that every effort is made to convert enquiries into options, and options into confirmed bookings.
  • Use product knowledge to confidently cross-sell to other products if the required holiday is unavailable or unsuitable.
  • Answer initial queries about the holiday. Determining suitability and suggesting alternatives, where applicable.
  • Use in-house reservations system to check availability and make bookings, or pass all relevant information to the Travel Consultant if the tour is on request.
  • Ensure special requests (i.e. dietary requirements, wheelchair assistance, etc.) are properly attended to, that appropriate advice is given, and all relevant members of staff are informed, where necessary.
  • Answer queries for existing bookings, process amendments, where required, and help resolve any issues through liaising with Reservations Management and Customer Relations.
  • Follow up on recent options and maintain communication with clients to ensure we achieve a high conversion rate of sales.
  • Attend travel exhibitions and shows. Provide an excellent first impression of the company and build interest of our product range amongst new potential customers.
  • Support the rest of the department with its administration to ensure deadlines are met and service levels remain high.
  • Use knowledge gained from customers to inform the marketing and commercial departments of new trends and potential destinations.
  • Other duties required to ensure the smooth running of the reservations department and the delivery of excellent customer service.

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