Operations Coordinator

3 weeks ago

London, United Kingdom Miki Travel Europe Full time
Job Description

Coordinator (Japan European Coordination)

Embark on a Rewarding Journey with MIKI Travel: Where Your Career Takes Flight. At MIKI Travel, our 55+ years of expertise make us a trailblazing wholesale travel provider, curating unforgettable global adventures. As a premier private travel company with a presence in 36 offices, we invite you to be part of our legacy of excellence. Immerse yourself in crafting tailor-made tours, group excursions, and ground services that redefine travel experiences. Join our dynamic team driven by a commitment to innovation, customer satisfaction, and lasting partnerships. Fuel your career with opportunities for growth, powered by values of quality, innovation, and commitment that shape the Miki way.

Job Purpose

Miki Travel is looking for a tour coordinator to assist Japanese customers travelling to European countries with their hotel arrangements. The role involves meticulous planning, effective communication, and a customer-centric approach to deliver high-quality travel services. You will serve as the key link between tour escorts/tour leaders, our sales department in Japan and our European offices. You will also act as a local Personal Relations Agent by supporting the sales team in order to maintain and improve existing customer relationships and promote potential future business opportunities.

This role requires occasional weekend and out of hours work by taking part of the team’s on-call rota arrangements.

Main Responsibilities

  • Providing exemplary customer support for on-the-road tours, catering to groups and individual clients for all hotel-related and live tour incidents.
  • Prioritizing customer satisfaction by understanding clients' needs, preferences, and special requests and efficiently communicate with other departments to guarantee expectations are met.
  • Monitoring tour messages via our system and promptly responding to emails from suppliers, vendors and other departments.
  • Coordinating with our European branches to ensure smooth tour handling.
  • Proactively preventing issues on in-destination tours by conducting thorough Final Operation Sheet checks and by liaising with the Hotel Operation and Sales departments.
  • Proactively investigate, address and resolve any issues or challenges that may arise during the tour.
  • Taking part of the team’s on-call rota arrangements to cover for any emergency issues with life tours on weekends and business after hours.

Relevant skills / Characteristics

  • Excellent spoken and written communication skills.
  • Fluency in Japanese and English languages.
  • Good geographical knowledge of European destinations.
  • Proactive problem solving.
  • Excellent organisational skills.
  • Ability to prioritise workload and to work independently.
  • Ability to adapt to a diverse and multi-cultural environment.
  • Professional and efficient telephone manner.
  • Previous experience in the Travel industry.

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