Job description
Overview
This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.
Role Summary In this role you will you will be part of a successful and friendly team who customise and provide flight itineraries to our customers. You will use your product knowledge and provide excellent customer service to organise air travel arrangements via Galileo GDS. Dealing directly with our own agents we provide a support function to all our sales division who rely heavily on our expertise.
Main Responsibilities
1. Working on Galileo GDS system to create tailor made flight itineraries via calls & e-mails
2. Offer expertise, advice and knowledge to our customers regarding airlines and routings.
3. Completing group bookings via airline portals, the GDS and via email. Managing the full process, ensuring all deadlines are completing within accordance of a group contract.
4. Managing Vista Advanced Flights bookings, ensuring the flights booked fulfil the holidays requirements, completing any further advanced elements and completing the portfolio management.
5. Understand airline contracts and fare rules
6. The ability to read and understand the airlines contracts and terms and conditions
7. Ensure our customers have a ‘one stop’ solution with their enquiries
8. Support our customers with system support and guidance
9. Dealing directly with the airlines if a problem arises to achieve a preferred outcome
10. Ensure the Customer Excellence process and procedures are followed at all times
What competencies we are looking for?
11. Excellent communication and customer service experience
12. Highly motivated, confident and committed
13. Excellent organisation skills
14. Competent IT Skills
What experience we are looking for?
15. Previous GDS ( Galileo )Experience
16. Customer Service experience
17. Previous experience of working in a fast paced environment
18. Wide knowledge of the travel Industry
As the UK’s largest independent travel agency, Hays Travel specialises in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years and continue to grow each year.
Our values
Our SMILE values are embedded into our company and ensure our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.
19. Supportive
20. Motivational
21. Innovative
22. Loyal
23. Excellence