Job Description
Job Purpose:
Serves customers by developing, organizing, implementing, and evaluating travel reservations and services; building client relationships and satisfaction; achieving revenue and cost objectives; managing staff.
Duties:
* Accomplishes travel operations human resource strategies by determining accountabilities; communicating and enforcing values, policies, and procedures; implementing recruitment, selection, orientation, training, coaching, counseling, disciplinary, and communication programs; planning, monitoring, appraising, and reviewing job contributions; reviewing compensation strategies; developing reservation system training, monitoring, and audit programs.
* Directs travel operations organizational strategies by contributing information, analysis, and recommendations to organization strategic thinking and direction; analyzing service and demand trends; providing analysis and support to marketing programs.
* Directs department operational strategies by interpreting fares and rules; establishing critical service and quality measurements; implementing production, productivity, quality, and customer-service strategies; resolving problems; implementing process improvements.
* Implements travel operations financial strategies by anticipating revenue and cost requirements, trends, and variances; developing forecasts and action plans; measuring and analyzing results; initiating corrective actions; minimizing the impact of variances; establishing credit card, refund, exchange, discounting, and reissue policies and procedures; analyzing travel volume; negotiating new supplier contracts.
* Builds client relationships and satisfaction by preparing promotional brochures and travel guides; developing and offering travel preview parties; establishing personal service systems; monitoring individual and group travel patterns; providing travel options and advice; surveying and evaluating trip satisfaction.
* Develops new products by reviewing air, cruise, auto, hotel, resort, and tour operator offerings; creating new packages and itineraries.
* Prepares reports by collecting, analyzing, and summarizing volume, revenue, cost, and customer satisfaction data and trends.
* Maintains professional and technical knowledge by remaining current on travel industry developments; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
* Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Skills/Qualifications:
Customer Focus, Customer Service, Managing Processes, Management Proficiency, Managing Profitability, Promoting Process Improvement, Verbal Communication, Phone Skills, Decision Making, Operations Research, Teamwork
