Reservations Consultant

Responsible for converting enquiries into confirmed bookings by promoting and selling escorted tour holidays to long-haul destinations. The role is key to delivering exceptional customer experiences while driving revenue and building a loyal customer base through knowledgeable, tailored advice and professional service.

1. Convert enquiries into bookings

• Respond promptly to incoming enquiries via phone and email, delivering expert advice and personalised recommendations.
• Promote the full range of tour products, highlighting key selling points and upselling relevant services such as upgrades and extensions.
• Proactively follow up on open enquiries, nurturing leads and maintaining contact until bookings are secured or concerns with a solution-oriented approach to protect customer relationships.

2. Understand customer needs and deliver tailored solutions

• Understand individual preferences to offer personalised travel recommendations.
• Overcome objections by offering suitable alternatives that meet customer requirements.

3. Booking management and documentation

• Process bookings accurately and efficiently, maintaining high standards of documentation and CRM updates.
• Liaise with departments such as Aviation, Operations, and Product to finalise arrangements.

4. Customer relationship and issue resolution

• Build rapport and trust with customers to encourage repeat bookings and referrals.
• Handle complaints

5. Sales performance and continuous improvement

• Contribute to team sales targets and monitor personal KPIs.
• Continuously seek ways to improve personal conversion rates and sales effectiveness.

6. Product knowledge and team support

• Maintain up-to-date knowledge of company products, pricing, and promotions.
• Share customer insights and market trends with the wider team.
• Participate in training and product update sessions.
• Support team and company goals by assisting colleagues and undertaking additional duties as required.

• Proven experience in a customer-facing sales or reservations role, ideally within travel, hospitality, or service sectors.
• Strong sales orientation with a track record of meeting or exceeding targets.
• Clear, persuasive communicator, able to build rapport and influence decisions by phone and in writing.
• Passionate about delivering exceptional service and memorable experiences.
• Confident in handling objections and managing sensitive queries constructively.
• Self-motivated with strong personal accountability and goal ownership.
• Excellent attention to detail in managing bookings and documentation.
• GCSE Grade C or above (or equivalent) in Maths and English.
• Comfortable using CRM systems and email platforms.
• Knowledge of long-haul destinations or escorted touring holidays (desirable).

• Driven and results-oriented, with a strong desire to succeed.
• Enthusiastic, confident, and professional in all interactions.
• Empathetic and customer-focused, able to balance sales with satisfaction.
• Collaborative and supportive team player.
• Organised and adaptable, managing multiple priorities effectively.
• Eager to learn and grow within the sales and travel industry.