Back to search.Gullivers Travel Associates (GTA) - Korean Speaking - Co-ordination Executive
| Employment Type: | Permanent |
| Location: | Central London - London, United Kingdom |
| Salary: | Undisclosed |
| Languages: | English, Japanese |
Advertiser Details
- Name:Gullivers Travel Associates (GTA)
- Posted:17-02-2012
- Code:TLJ Korean
JOB PURPOSE
The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Co-ordinators are also expected to function as local PR agents and sales supports in order to maintain existing customer relationships and to promote future business. Co-ordinators will also provide first contact point for all emergency situation that may arise, for example civil unrest, natural disaster or serious accidents involving customers
REPORTING AND KEY RELATIONSHIPS:
Reports to immediate team leader and/or manager and/or their designated representative
Liaises with all other GTA offices for work-related issues
Close collaboration with EMEA Coordination and the wide Inbound team including Destination Services, Operations, Hotel Sourcing and Sales Offices.
KEY ACTIVITIES
Handle all incoming calls for Group and FIT customers travelling within responsible territories.
Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise.
Monitor / spot check the quality of suppliers through services provided.
Check itineraries to make sure smooth running of tours and itinerary feasibility.
Meet / greet clients / tour leaders during and outside office hours.
Attend tours, inspections, or provide onsite inspection / support if/when required during and outside office hours in & outside of UK.
Business trips (within and EMEA and possibly to sales offices) are required
Assign and allocate services if / when required.
Collect business intelligent information to assist generating future business.
Carry an emergency after-hours mobile phone if / when required
Work on shift hours pattern including weekends and bank holidays to perform out of office hours coordination services.
Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.
Deal with and solve problems / complaints that may arise during or after trips.
Coordinate service / hotel reservations and amendments / extra arrangements according to customers or sales requests, or unforeseen situations that may arise while tours are on the road.
Liaise with / report to EMEA offices, sales offices, suppliers, and other departments within GTA regarding itinerary issues, tour status and problems on the trip within the timescale specified on company policy and procedures.
Negotiate with suppliers and clients to maximize GTA profit margin when necessary.
Negotiate contracts, and/or contract new services if/when required
KNOWLEDGE, SKILLS AND EXPERIENCE
Previous experience in customer service / travel industry essential
Travel industry market & culture understanding desirable
Good written and verbal English skills are essential
Strong experience and good market, culture knowledge for APAC / EMEA region is essential
Strong problem solving skills
Ability to multitasking, prioritise and meet deadlines
Excellent communication and organisational skills
Ability to work under pressure and work independently
Ability to build good relationships with suppliers and clients to promote company image
Motivated and a team player with pro-active attitude
Computer literature experience in working with Microsoft packages is desirable
Good business reporting / statistic producing skills are preferred
Basic knowledge of the AS400 system (for internal candidates)
High level of flexibility and adaptability in handling changes as the company evolves
Fluency in Korean is essential
The key objective of this position is to provide dedicated support to ensure customer satisfaction throughout trips and to provide efficient solutions to any problems that may arise. Co-ordinators are also expected to function as local PR agents and sales supports in order to maintain existing customer relationships and to promote future business. Co-ordinators will also provide first contact point for all emergency situation that may arise, for example civil unrest, natural disaster or serious accidents involving customers
REPORTING AND KEY RELATIONSHIPS:
Reports to immediate team leader and/or manager and/or their designated representative
Liaises with all other GTA offices for work-related issues
Close collaboration with EMEA Coordination and the wide Inbound team including Destination Services, Operations, Hotel Sourcing and Sales Offices.
KEY ACTIVITIES
Handle all incoming calls for Group and FIT customers travelling within responsible territories.
Act as an emergency response team and provide support to tour leaders/clients during any unexpected crisis situations that may arise.
Monitor / spot check the quality of suppliers through services provided.
Check itineraries to make sure smooth running of tours and itinerary feasibility.
Meet / greet clients / tour leaders during and outside office hours.
Attend tours, inspections, or provide onsite inspection / support if/when required during and outside office hours in & outside of UK.
Business trips (within and EMEA and possibly to sales offices) are required
Assign and allocate services if / when required.
Collect business intelligent information to assist generating future business.
Carry an emergency after-hours mobile phone if / when required
Work on shift hours pattern including weekends and bank holidays to perform out of office hours coordination services.
Any other ad-hoc duties, such as general operations, administrative or co-ordination tasks as required.
Deal with and solve problems / complaints that may arise during or after trips.
Coordinate service / hotel reservations and amendments / extra arrangements according to customers or sales requests, or unforeseen situations that may arise while tours are on the road.
Liaise with / report to EMEA offices, sales offices, suppliers, and other departments within GTA regarding itinerary issues, tour status and problems on the trip within the timescale specified on company policy and procedures.
Negotiate with suppliers and clients to maximize GTA profit margin when necessary.
Negotiate contracts, and/or contract new services if/when required
KNOWLEDGE, SKILLS AND EXPERIENCE
Previous experience in customer service / travel industry essential
Travel industry market & culture understanding desirable
Good written and verbal English skills are essential
Strong experience and good market, culture knowledge for APAC / EMEA region is essential
Strong problem solving skills
Ability to multitasking, prioritise and meet deadlines
Excellent communication and organisational skills
Ability to work under pressure and work independently
Ability to build good relationships with suppliers and clients to promote company image
Motivated and a team player with pro-active attitude
Computer literature experience in working with Microsoft packages is desirable
Good business reporting / statistic producing skills are preferred
Basic knowledge of the AS400 system (for internal candidates)
High level of flexibility and adaptability in handling changes as the company evolves
Fluency in Korean is essential
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