Job Description

The Role

Working in a small team, you will place overnight accommodation for our customers using existing allocations, as well as sourcing and booking ad hoc accommodation. You will maintain numerous relationships with accommodation suppliers and assist with the smooth running of our customers' overnight experience, including customer queries around room details pre-tour, and on-tour questions / issues involving Accommodation.

Job type

Full Time, Permanent



37.5 hours per week, 5 days a week over 7 days, shift pattern from 8.00am until 4pm, 10am - 6pm with a late shift from 12pm - 8pm on a rota basis

The Responsibilities

Maintain and update our internal supplier database with room reservations for multi-day tours

Work with all other departments to ensure all products are accurately loaded on to our systems

Monitor performance and modify plans where appropriate to keep pace with changing business priorities

Contribute to, and update reports on KPIs, progress etc

Maintain a high degree of focus and attention to detail when dealing with bookings and enquiries

Work as part of a team, dealing with tours where there is a high volume of bookings to process

Work closely with other departments to answer any questions or solve any issues with tours, including over evenings (until 8pm)

Deliver excellent customer service over the telephone and via email to answer questions, provide tour information, or solve any issues which may arise whilst on tour

Understand our supplier network and gain awareness of allocation spreadsheet maintenance (where necessary)

Maintain a positive, empathetic, and professional attitude toward customers and staff at all times

Key Skills and Experience

Essential


Deliver exceptional customer experience with a view to always exceeding customers' expectations

Meticulous attention to detail

Be a great communicator and enjoy working with accommodation providers and other key partners

A passion for meeting deadlines and prioritising your time

Enjoy working as part of a team but with the confidence to work alone to solve any problems

Good computer skills and knowledge of Microsoft systems, Word, Excel etc

Good geographical knowledge of the UK and Ireland

The ability to work well under pressure and manage multiple tasks effectively

* Good phone manner and written communication