Travel Administration Executive

2 weeks ago

London, United Kingdom Secret Escapes Full time

**As Travel Administration Executive, you will be taking care of handling contacts from our members or call centre, ensuring that enquiries are handled professionally with exceptional customer service. You will be part of the Travel Administration team, who are responsible for ensuring reactive support to our partners and members. Your main focus will be to handle operational changes, processing reservations and amendments to bookings.**
**About Secret Escapes**
Secret Escapes is the world's leading members-only online travel deal company, offering inspiring travel experiences and hand-picked offers to over 75 million users worldwide across our family of brands.
Operating in 21 countries across Europe and Asia, Secret Escapes Group continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices.
Founded in 2011, and following a number of acquisitions, we've doubled in size over the last 3 years and have a social-media following the size of a small country. We're a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we're good people (even if we do say so ourselves)

**Things you'll be working on**:

- Advising clients on travel arrangements and becoming fully knowledgeable about the products, destinations and services offered.
- Provide GDS support to agents and internal departments that require assistance in resolving issues
- Ensure all fares are checked, priced and tickets issued accurately and efficiently within the GDS
- Ensure that reservations bookings are entered correctly based on the booking placed.
- Amendments to existing bookings as required include but are not limited to, carrying out amendments, providing information on relevant charges, confirming bookings, calculating fare differences, and reissuing tickets.
- Handle flight operational changes and assist in all crisis situations
- Working closely with the customer service department for support on various types of reservations, customer queries and escalations.
- Maintain a high standard of Customer Service through all contact areas when dealing with customer service and any pre-departure and in resort queries.
- Take responsibility for resolving problems ensuring that issues are followed through and escalated when faced with a query that is outside the department remit.

**How the magic happens**
Most of our 8-strong Travel Administration team sit in London. We would love to have you there so we can bounce ideas off each other in person. However, you can also be based in Amsterdam if that suits you best.
The Travel Administration team is a group of enthusiastic and international colleagues that work together in a hybrid way. All of us love to take care of every trip, and together, as a team, we can make it happen We have a lot of contact with other departments, such as the loading or editorial teams, and with external stakeholders like airlines and other suppliers. We found a good way of working together in a remote way, however we come together at the London office for at least one day a week to work on shared projects, support each other and have an excellent team spirit. Secret Escapes operates a flexible working policy, and we are all in the office 1 day a week (minimum) and have core hours of 10 am-4 pm (you can make up the other hours to suit you). In keeping with being an inspirational travel brand, we also have a 'Work from Anywhere' policy.

**The deal breakers**:

- Exceptional customer service in an administration and reservation environment
- GDS experience (preference Amadeus)
- Knowledge of overseas geographical regions
- Ideally, previous experience within a Tour Operator or Travel Company
- Excellent written and spoken English is essential

**And you are**
- Someone who loves being part of a great team, whilst also enjoying personal responsibility
- Someone with excellent communication skills, empathetic internally and externally
- Someone who remains calm under pressure
- Someone with a positive can-do attitude and a desire to make a real difference
- Someone who is very organised and can multitask
- Ability to influence, inspire and lead to achieve objectives.

**Skills that might be nice to have**:

- Great communication skills, with the ability to express a message clearly and persuasively
- It would be beneficial if you also spoke another language like German or Dutch/Belgium/Italian language
- A team player, with a can-do attitude and problem-solving and organisational skills as we have attention to detail as the next skills
- Organised with great attention to detail
- Excellent judgement and decision-making skills.
- Consistently delivers on set turnaround, target and performance standard expectations
- Demonstrate strong customer focus
- Good knowledge of computers and MS Office

**We are an equal opportunity employer**:

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