This position is responsible for the collection, validation and transmission of guests’ pre and post trip details including (but not limited to) flight, hotel reservations (both pre and/or post) and passport information. This position requires knowledge in our partnership with Visa Central as well as transportation suppliers. This position supports the department for effective timely input and resolution to ensure retention and the increased propensity to travel. 

KEY RESPONSIBILITIES:

• Supports and provides daily oversight of pre-trip readiness of all guests through collection and validation of required information to ensure guest’s needs are serviced in timely, accurate manner
• Receive, research, and respond to guest and travel advisor inquiries that impact the tour experience
• Resolve pre-tour issues that may require evaluation and proper company response
• Answer departmental phone calls, mail and emails and respond to or route appropriately while meeting company definesuccess metrics
• Knowledge of our partnership with Visa Central as well as transportation suppliers
• Implement and maintain processes and procedures related to the collection and distribution of key guest information required for tour participation.
• Build and maintain professional relationships with Tauck’s external suppliers.
• Comfortable making daily outbound calls to collect missing information from guests and service bookings as needed.
• Communicate with guests and travel advisors in a professional manner while representing the Tauck brand.
• Work cross-departmentally with all departments to receive, action pertinent tour, and guest reservations’ updates.
• Must perform other duties and responsibilities as required.

KNOWLEDGE/SKILL REQUIREMENTS:

• Bachelor’s degree or two + years related experiences in customer service environment
• Strong interest in travel and guest satisfaction
• Effective problem solving techniques
• Thorough knowledge of computer skills in Excel, Access, PowerPoint and Word
• Proven abilities to function effectively in a teamwork environment with internal & external contacts
• Demonstrate comfort in dealing with guest issues
• Demonstrate ability to handle multiple responsibilities in fast paced environment
• Demonstrate ability to prioritize tasks while meeting deadlines
• Demonstrate ability to analyze and interpret information and report solution based findings
• Strong attention to detail, decision making skills and organizational skills
• Strong oral and written business communications skills to effectively communicate the Tauck brand
• Enthusiastic and Customer-oriented, committed to maintaining high standards of performance on the job; cooperateswith others and helps foster a team environment
• Prior experience with tour operations highly preferred

Company