This role is responsible for planning and arranging leisure travel including cruises, custom FIT trips, packages, etc. Travel Consultants are responsible for accurately and efficiently handling incoming requests via multiple channels and formats. The travel consultant serves as the primary point of contact for the customer and provides active travel consultation for trips. We aim to provide a simplified travel experience and maximized value for each trip.

A SUCCESSFUL TRAVEL CONSULTANT
Handles Incoming Requests by:

• Handles all travel related to vacations – including research, vetting, obtaining quotes, and managing group and individual travel arrangements
• Offer professional advice and suggestions to ensure customer’s expectations are met and exceeded
• Source accommodations– including suggestions for destinations and inclusions
• Liaise and negotiate with suppliers to ensure all details of the event are confirmed – including transportation, accommodation, dinners, tours, and other client requests
• Manage group changes and attrition
• Works with traveler information in a variety of formats (spreadsheets, form submissions, etc.)
• Invoices client thru CRM system
• Maintains and promotes professional and courteous client relations by managing a prompt and accurate response to telephone and email communications
• Ensures optimum customer service through email and effective use of phone systems
• Ensures a great relationship is developed with all suppliers and manages these relationships to gain the best service to mutually benefit the customer and Uniglobe
• Ensures tickets, itineraries and documentation are correct and delivered to the customer on time

Problem Solving
Appropriately responds and resolves customers inquiries
Performs follow-up as needed and within the time frame promised to the customer
Seeks assistance from others for the resolution as appropriate
Accurately processes the complaint
Appropriately displays empathy and acknowledging statements to diffuse emotion during adversity
Often uses statements to the customer to validate a clear understanding of the customer's needs
Focuses on the resolution versus the cause of the problem
Provides feedback to management to avoid future customer issues when solicited

Quality
Consistently meets and exceeds individual and team expectations
Effectively uses the telephone systems
Completes reservations with a few errors
Consistently follows Uniglobe Travel call/email guidelines
Provides the customer a full recap of the confirmed itinerary

Second Mile Service
Responds to the customer promptly
Provides the customer his/her undivided attention
Listens and captures information from the customer
Responds appropriately
Asks questions targeted to encourage complete responses
Creates rapport with the customer
Matches the customer's tone and pace
Keeps the interaction moving forward
Offers suggestions to the customer and anticipates needs

Teamwork
Provides constructive feedback on daily operational processes and commercial relationships with the customer when appropriate
Completes tasks as assigned
Willingly offers assistance to team members within and across teams

Communication
Uses positive language and word choices to avoid negative customer reactions
Matches the customer's tone and pace
Applies proper communication guidelines and standards (clear, concise, and personal) to interactions
Uses correct grammar in interactions

2+ Years of experience planning and arranging leisure travel including cruises, custom FIT trips, packages, etc. is required. Clientbase and GDS experience preferred.