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Group Reservations Associate

4 months ago

Lynnwood, United States Direct Travel Full time
Job DescriptionJob Description

Group Reservations Associate

Embark on the next step in your career journey with Direct Travel

As a key member of the Travel with Alan team, the Group Reservations Associate will become a resource for our customers and assist in planning the vacation of their dreams while selling a range of travel products and services. You will respond to a variety of calls from Travel With Alan Guests. You will utilize your superior customer service skills to build rapport, recommend and book travel packages, and review travel options. Providing quality customer service on all calls, you will assist direct customers with challenges that might occur on a reservation, provide post-booking sales and support, and work across departments to provide seamless first call resolution.

This role will work closely with Travel With Alan new and existing clients, cruise partners, and fellow Reservations & Operations Associates. This position will report to the Manager, Group Reservations on the Travel With Alan Team.

This position is 100% office based, and the prospective candidate will ideally reside within commuting distance to Direct Travel’s Lynnwood office.

Expedition Expectations

  • Deliver quality guest service on all calls and emails by utilizing your superior critical thinking and problem-solving background; ensuring all questions and concerns are resolved in a seamless first call resolution.
  • Apply professional sales support in the promotion and sale of travel packages for direct guests; demonstrating sales effectiveness by securing deposits on reservations, upsells, and optional travel package add-ons.
  • Initiate responses to time-sensitive requests and ensure responsible parties respond within established deadlines.
  • Collaborate cross-functionally with internal Operations, Air, and Finalization Teams to create, review, ensure “smooth sailing” for our guests. You will also work directly with our preferred cruise suppliers to resolve all guest concerns in a courteous and timely manner.
  • Provide post-booking sales and support by ensuring all guests thoroughly understand our services, standard operating procedures, and terms and conditions for their reservation(s).
  • Assist with invoicing and processing outstanding payments to ensure all clients are paid-in-full for their upcoming tour(s).
  • Support special projects as directed by the Manager, Group Reservations or Director, Cruise Operations & Technology
  • Other duties as assigned

Passport to Success

  • Would have previous work experience in reservation management, guest service, sales, or operations support in the travel sector, OR would have superior customer service experience in another industry.
  • Demonstrates strong commitment to customer experience, and a passion for innovation and simplicity.
  • Is skilled at Microsoft Office Suite, Excel, Outlook, Teams, and Word. If you have Customer Relationship Management (CRM) or Smartsheet experience, even better
  • Possesses the ability to remain organized and respond quickly to a change of plans, bursts of inspiration, or tight deadlines.
  • Is decisive, detail-oriented, creative, and collaborative.
  • Has work history reflecting ability to apply critical thinking and problem-solving skills, with excellent judgment and initiative.
  • Will thrive on a close-knit team, in a call center environment.
  • Should reside within commuting distance to Direct Travel’s Lynnwood office, as this will be a 100% in-office role.
  • Adheres to confidentiality guidelines set by Travel With Alan leadership.
  • Must be able to lawfully work within the US and have unrestricted work authorization for U.S.

Benefits Onboard

In addition to Medical, Dental, and Vision benefits Direct Travel offers an employee rewards and recognitions program, Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support.