Reservations Consultant – Birmingham, Fulham and Peterborough
Job Title: Reservations Consultant.
Role Purpose
We are looking for Cruise AND Reservations Consultants that can deliver high-quality sales and service support to customers via inbound and outbound calls. The role includes handling new reservations as well as Manage My Booking enquiries, ensuring customers receive accurate advice, efficient booking management, and an excellent end-to-end travel experience while meeting individual and team sales targets.
Key Responsibilities
Customer Service & Call Handling
- Answer inbound calls promptly, ensuring all service level agreements (SLAs) are consistently met.
- Handle customer enquiries efficiently, professionally, and in line with company service standards.
- Provide accurate general and destination-specific travel advice for worldwide and European travel products.
- Deliver an exceptional customer experience on every interaction.
Sales & Revenue Generation
- Demonstrate a strong sales focus, identifying customer needs and converting enquiries into confirmed bookings.
- Maximise sales potential on all calls by offering relevant ancillary products and services, including:
- Accommodation
- Car hire
- Transfers
- Tours and excursions
- Airport parking
- Seat selection, baggage, and cabin upgrades
- Meet or exceed individual sales, revenue, and commission targets.
- Promote current campaigns, monthly incentives, and maintain a strong understanding of Rewards and other incentive programs.
Manage My Booking & After-Sales Support
- Handle Manage My Booking calls, including:
- Date and time changes
- Flight re-routing
- Upgrades and fare adjustments
- Cancellations and refunds (where applicable)
- Ancillary additions (baggage, seats, meals, insurance, etc.)
- Make booking amendments accurately within the GDS system, ensuring compliance with airline rules and fare conditions.
- Resolve booking issues efficiently while maintaining customer satisfaction and retention.
GDS & Administration
- Create, amend, and manage bookings using Amadeus GDS.
- Check and action Amadeus queues (Q’s) daily.
- Organise and cost complex travel itineraries, ensuring all customer requirements are met.
- Perform general administrative duties related to reservations and call handling.
- Maintain accurate records and documentation in line with company procedures.
Teamwork & Development
- Work collaboratively as part of a high-performing call centre team.
- Attend weekly staff meetings and general company meetings as required.
- Maintain up-to-date product, destination, and airline knowledge by attending training sessions.
- Adapt to changing business needs and support wider team objectives when required.
Personal Requirements & Skills
- Strong customer service focus with excellent communication skills (verbal and written).
- Proven ability to work under pressure in a fast-paced call centre environment.
- Strong organisational and time-management skills.
- Excellent worldwide destination and airline knowledge.
- Strong computer literacy and confidence using reservation systems.
- Sales-driven mindset with the ability to build rapport quickly.
- Professional personal presentation.
- Ability to work effectively both independently and as part of a team.