Operation Executive
GTA - Part of the Kuoni Travel Group, Kuoni Global Travel Services (GTS)
Total years of experience :13 years, 4 Months
January 05th, 2015 (Current): Global Assistance Executive - World Wide.
• Providing operational support to travel agents’ bookings on the Wholesale and Retail Booking System by processing their requests via the websites or manually as well as resolving their queries / issues regarding hotels and services in an efficient manner.
• Handling bookings, incoming calls / email inquiries from clients / travel agents / supplier partners.
• Processing book outs and in-house complaints and ensure appropriate alternatives / compensation is provided where necessary.
• Dealing with complaints and liaising with suppliers and clients to ensure mutually agreed outcome is communicated to the client
December 29th, 2013 to January 04th, 2015: FIT inbound operation Executive - Middle East; Africa & India
• Process pending, new bookings and amendments ensuring all queues are cleared prior to the end of the working day
• Manage book-outs, negotiating with the supplier to retain the booking, if book-outs go-ahead, negotiate compensation..
• Investigate and manage queries from both suppliers and GTA sales offices with accurate information; processing no-shows and cancellations avoiding costs and penalties where applicable.
• Forecast allotment requirements to ensure adequate number of rooms from allotment are available in destinations where most needed reducing release periods and rates.
July 05th, 2012 to December 28th, 2013: Destination Services Specialist
Middle East; Africa & India
• Maintaining and updating contracts seasonally
• Research tour options according to the request received
• Negotiating rates that sales offices demand to ensure GTA service rates are competitive and to maximize GTA profit margins
• Meet suppliers a quarter in person to learn about products
• Undertake, as requested, other tasks or projects and complete them within the given time frame.
-Sells and upsells the rooms to maximize the revenue and the occupancy
with the guest satisfaction.
-Handling telephone inquiries and accepting reservations and the
subsequent input into the computer system.
-Maintain a professional Customer Service in all guest and client liaison at
all the time, personally, in correspondence and the telephone.
-Handles all groups’ tours/conventions from initial blockage to the
rooming list.
-Handles all advance deposit received by crediting the amount into the
correct guest’s folio and issuing the receipt to the sender.
-Control the commission to ensure all the time that the travel agents
receive the correct commission amount on time and to avoid overpayment
of unnecessary commission.