Clarisolv
Senior Travel Counselor
Egypt · · Full Time
Salary not disclosed
Description
Department: Travel Operations / Reservations Reports To: Travel Operations Manager / Head of Travel Location: As assigned Job Purpose To deliver high-quality, end-to-end travel management services to individual and corporate clients, leveraging advanced travel industry knowledge, reservation and ticketing expertise, and strong commercial and customer relationship skills. The Senior Travel Counselor manages complex travel requirements, handles escalated client issues, maximizes sales opportunities, and contributes to service excellence, revenue growth, and the development of the Travel Counseling team.
Requirements
Key Responsibilities 1. Client Consultation and Relationship Management • Manage complex and high-priority client requests, providing tailored travel solutions aligned with client expectations, budgets, and company policies. • Build and maintain strong relationships with key clients through proactive communication, reliable service, and personalized travel advice. • Act as a primary point of contact for escalated inquiries, service recovery, and complex travel arrangements. • Anticipate client needs and provide alternative solutions during schedule changes, cancellations, disruptions, or other travel emergencies. • Maintain a professional and consistent client experience across all communication channels. 2. Advanced Reservations and Travel Management • Manage complex domestic and international flight itineraries, multi-sector journeys, group travel, and special travel requirements. • Execute and review reservations, ticket issuance, reissuance, exchanges, refunds, and cancellations in accordance with applicable fare rules and company procedures. • Demonstrate advanced proficiency in the agency’s GDS and booking platforms, including fare construction and itinerary optimization where applicable. • Review quotations, ticket details, booking records, and travel documentation to minimize errors and financial exposure. • Coordinate with airlines, hotels, consolidators, destination management companies, and other suppliers to resolve complex booking issues. • Monitor travel disruptions and proactively arrange alternative solutions to minimize inconvenience to clients. • Ensure compliance with airline policies, supplier agreements, ticketing deadlines, and internal approval procedures. 3. Sales, Business Development and Revenue Optimization • Achieve assigned sales, revenue, margin, and customer retention targets. • Identify opportunities for cross-selling and upselling flights, accommodation, transfers, insurance, and other relevant travel services. • Develop tailored quotations and travel proposals that balance client needs, competitiveness, profitability, and service quality. • Follow up on high-value quotations and convert qualified opportunities into confirmed business. • Identify repeat-business opportunities and contribute to client retention and account development. • Monitor sales performance and booking trends, recommending actions to improve conversion and profitability. • Support the Travel Operations Manager in identifying new business opportunities and improving commercial performance. 4. Quality Assurance and Operational Excellence • Review complex bookings and transactions to ensure compliance with company procedures, supplier conditions, and applicable regulations. • Identify recurring booking errors, service issues, and process gaps, recommending corrective and preventive actions. • Maintain accurate booking records, client profiles, financial documentation, and transaction details. • Support the management of refunds, exchanges, debit memos, and other ticketing-related financial issues. • Ensure timely completion of transactions, follow-ups, and outstanding client requests. • Contribute to the development and improvement of standard operating procedures, service standards, and operational controls. 5. Team Support and Knowledge Sharing • Provide day-to-day guidance and technical support to Travel Counselors. • Support the onboarding and coaching of new team members on reservation systems, customer service, ticketing procedures, and company policies. • Share product knowledge, airline updates, fare-rule changes, and best practices with the team. • Assist the line manager in identifying training needs and improving team capabilities. • Support the resolution of escalated cases and help junior colleagues develop effective problem-solving skills. • Contribute to a collaborative, accountable, and customer-focused team environment. 6. Reporting and Performance Management • Monitor personal sales performance, conversion rates, service quality, and booking accuracy. • Maintain reliable records and provide regular updates on pending quotations, bookings, and unresolved client issues. • Support management reporting on sales, productivity, customer satisfaction, and operational performance. • Identify opportunities to improve turnaround time, reduce errors, enhance customer experience, and increase revenue. Qualifications and Experience • Bachelor’s degree or relevant diploma in Tourism, Travel, Hospitality, Business Administration, or a related field is preferred. • Typically 3–5 years of relevant experience in travel counseling, reservations, or travel operations, with demonstrated expertise in complex itineraries and ticketing. The final requirement should reflect the agency’s market and operating model. • Advanced working knowledge of the agency’s GDS, such as Amadeus, Sabre, or Galileo, as applicable. • Strong knowledge of airline fare rules, ticket issuance, reissuance, refunds, exchanges, and travel documentation. • Experience handling demanding clients, escalations, and time-sensitive travel requirements. • Proven track record of meeting sales or service performance targets. • Strong English communication skills; additional languages are an advantage depending on the client base. Required Competencies • Advanced customer consultation and relationship management • Technical expertise in reservations and ticketing • Commercial awareness and revenue optimization • Complex problem-solving and decision-making • Complaint handling and service recovery • Quality assurance and attention to detail • Coaching, mentoring, and knowledge sharing • Prioritization and working under pressure • Ownership, accountability, and initiative • Cross-functional coordination and teamwork Key Performance Indicators (KPIs) • Achievement of individual sales, revenue, and margin targets • Booking conversion rate and quotation follow-up effectiveness • Customer satisfaction, retention, and repeat business • Booking and ticketing accuracy • Timeliness of responses and resolution of escalated cases • Compliance with ticketing rules and internal procedures • Reduction in avoidable booking errors and related financial losses • Productivity and turnaround time • Cross-selling and upselling performance • Contribution to junior employee development and knowledge sharing
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