Career at Royal Silk Holidays

Reservation Officer

Minimum Salary: 18,000 THB (depends on the level of efficiency)

The Reservation Officer is responsible for accurately and efficiently handling incoming requests via multiple channels (i.e. phone, email, etc.).

The reservation officer is the primary point of contact for the customer and provides active travel consultation towards the business customers, including providing travel details and up-selling of the related product.

This position demonstrates a strong understanding and applicability of all areas of responsibility. Works independently on requests. Provides assistance to team members as requested.

Job Duties and Responsibilities:

Handle Incoming Requests

  • Search and confirm travel reservations for the customer
  • Understands and accurately applies client travel policy and requirements to each interaction
  • Provide travel offers and general travel advice.
  • Responds to requests accurately and completely
  • Understands and accurately applies travel supplier rules
  • Maintains current knowledge of the state of the various travel industries supported
  • Provides the customer with the required industry information, such as low fares, exchange costs, and penalties

Problem Solving

  • Appropriately responds and resolves customers inquiries
  • Performs follow-up as needed and within the time frame promised to the customer
  • Seeks assistance from others for the resolution as appropriate
  • Often uses statements to the customer to validate a clear understanding of the customer’s needs
  • Focuses on the resolution versus the cause of the problem
  • Provides feedback to management to avoid future customer issues when solicited

Quality

  • Consistently meets and sometimes exceeds individual and team goals
  • Effectively uses the communication systems (email, telephone)
  • Completes reservations with a few errors
  • Provides the customer a full recap of the confirmed itinerary

Service Excellence

  • Responds to the customer promptly
  • Responds appropriately
  • Asks questions targeted to encourage complete responses
  • Keeps the interaction moving forward
  • Offers suggestions to the customer and anticipates needs
  • Is mindful of the client service level agreement in all transactions

Teamwork

  • Provides constructive feedback on daily operational processes and commercial relationship with the customer when appropriate
  • Completes tasks as assigned
  • Willingly offers assistance to team members within and across teams

Communication

  • Uses positive language and word choices to avoid negative customer reactions
  • Uses correct grammar in interactions

Required Qualifications:

  • Minimum of 3 years’ experience in the travel industry
  • Solid working knowledge of the travel industry, policies, procedures, and processes
  • Knowledgeable of travel industry systems
  • Strong verbal and written communication skills in designated languages
  • Proven ability to handle multiple priorities simultaneously
  • Ability to work flexible hours
  • Ability to work independently, exercising discretion and judgment
  • Demonstrated professional customer service skills

Preferred Qualifications:

  • Bachelor degree preferred
  • Proficiency in Microsoft Office applications
  • Demonstrated internet research skills for customer information
  • Degree in tourism-related field
  • Strong problem solving and/or critical thinking skills

Apply for the position