Travel Advisor

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Job Responsibilities:

• Proactively Engage the Customer Database: Reach out to potential and existing customers, promoting and recommending products from brands under HTT's portfolio that align with their preference, needs and aspirations. Strive to achieve company goals by driving customer engagement and conversions.
• Build and Maintain Customer Relationships: Get to know our customers intimately and anticipate their travel needs, providing personalized solutions and insights surrounding the experiences that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and/or tour options to deliver value-added services.
• Creatively Curate Experiences and Solutions: Upon booking customers’ Luxe hotel of choice, offer innovative and tailored experiences to customers, providing detailed quotes and options that align with their preferences and expectations. Handle customer billing and payments accurately, ensuring a seamless transaction process.
• Arrange Travel Logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency.
• Address Customer Complaints: Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer's satisfaction, maintaining a high level of customer service and professionalism.
• Achieve Sales Targets: Work closely with Team Lead to achieve sales and revenue assigned targets. Continuously seek opportunities to upsell and other travel services and experiences to customers.
• Foster Excellent Customer Reviews and High Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.
• Be involved in Travel and Company events when necessary, i.e., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc.
• Safeguard and not disclose customer (personal and organization) details and our company’s confidential information.
• Any other duties at the discretion of the company.

Job Requirements:

• Candidate should possess a Bachelor Degree, Diploma / Advanced Diploma, Professional Certificates or equivalent in Hospitality / Tourism / Hotel Management.
• Preferably at least 3 years of related working experience.
• Preferably Intern specializing in F&B / Tourism / Hospitality or equivalent.
• Good communication skills in English, Malay, Chinese language for both spoken and written.
• Able to work under shift working hours and weekends.

Company Overview:

Holiday Tours & Travel (HTT), with 49 years of experience, is a leader in the travel industry, offering customized travel solutions for both business and leisure travelers. Operating in corporate travel, luxury travel, and MICE segments, HTT serves over 500 corporate clients and partners with CWT, a global business travel leader. Its luxury brand, T’ROKA by Holiday Tours, focuses on premium hotel-based experiences highlighting local culture. HTT is recognized for its collaborations with major airlines and top hotel groups like Virtuoso, Hilton, and Marriott.

Core Values:

• Deliver WOW
• Be RELIABLE
• Pursue GROWTH
• Stay HUMBLE