ATS Pacific – Reservations Consultant

Job Description

Are you passionate about the Inbound tourism industry? Are you ready to come back to the industry you love? Do you want to be a part of Australia’s leading Inbound Tour Operator?

Join ATS Pacific, a subsidiary company of Helloworld Travel Limited.

Located in Brisbane’s CBD and working in our Inbound division, your role will be to wow our customers by using your sales and customer service skills to craft the perfect holiday. 

As a Reservations and Tour Consultant for ATS Pacific, you will help our clients to plan and create unforgettable holidays for their customers.

Key Responsibilities

As a Reservations and Tour Consultant for ATS Pacific, you will be responsible for:

• Actioning quotes and bookings on a daily basis as allocated by the Division Team Leader
• Spending a minimum of 30 minutes a day clearing supplier messages in the ATS/Audley mailbox.
• Performing the administrative duties of their job, such as filing correspondence and documentation on their files in Tourplan 
• Responding to agents within 24 hours, making sure to keep the agent updated with the status of their booking.
• Booking all services as required for a passenger file as requested by the agents. You must always offer alternative services to the agent that will fit their itinerary if their requested service is unavailable.
• Promptly and helpfully answering agent’s general inquiries and requests for information or help.
• Attending supplier updates during and outside work hours to increase their product knowledge.
• Assisting the accounts department promptly by actioning any requests for information or assistance 
• Producing operational work of high quality with minimal errors
• Attending familiarization trips as organised by the company.
• Assisting passengers when they call or visit the office. This may include amending itineraries, handling complaints, adding additional services or answering questions.
• Researching new product for agents, as requested. 
• Liaising and communicating with their TL on any customer/agent complaints while they are in the country. (once the clients leave Australia, we have a customer services team to look after any written complaints.
• Work the late shift roster as assigned (9.30am to 6pm)
• Work the Weekly After hours Phone Roster as assigned 
• Volunteer for any weekend work as required

To be successful in this role, you will have:

• Inbound experience within the travel industry.
• A sound knowledge of the Tour plan booking system.
• Demonstrated experience in a customer service environment.
• Strong verbal and written communication skills.
• Exceptional time management skills, to ensure compliance with very strict turnaround times.
• Fluency in more than one language (European speaking advantageous)
• You will have a passion for creating extraordinary holiday experiences.

Helloworld Travel Employee Benefits

What do we offer Helloworld Travel employees?

• Staff discounts on travel
• Opportunities for discounted family travel
• Career progression and support
• Learning and Upskilling opportunities

Having employees from diverse backgrounds brings a wealth of perspective and experience to our team. Hence, we encourage people from all backgrounds to apply even if they don’t tick all the requirements.

Please note that the successful applicant will be required to undergo a police check as part of our recruitment process.

Employer questions

Your application will include the following questions:

• Which of the following statements best describes your right to work in Australia?
• How many years’ experience do you have as a Tour Consultant?
• How many years’ experience do you have in the hospitality & tourism industry?
• Do you have customer service experience?
• What’s your expected annual base salary?