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Gullivers Travel Associates (GTA) - Account Handler - Group Operations - German Speaking

Employment Type:	Permanent
Location:	Central London - London, United Kingdom
Salary:	Excellent
Languages:	English, German

Advertiser Details

JOB PURPOSE

The main objective of this role is to ensure a high standard of customer service is delivered to clients in order to sustain GTA’s reputation in the market place and to encourage repeat business from clients. This key role involves liaising and negotiating with internal departments and external suppliers in order to ensure the smooth operation of tours whilst providing high quality products and services. The Account handler’s task is to maintain and increase profit levels of groups as well as generate extra revenue through the up selling of additional services.

REPORTING AND KEY RELATIONSHIPS:

· The account handler must report to the Team Leader, both internal and external issues that may have an impact on the smooth operation of tours.

· The account Handler must support and assist Team Leader, being flexible and willing to assist during other team members’ absence.

· The account handler should regularly communicate with the sales representatives in order to discuss operational issues and successes which could lead to future business opportunities / leads for GTA

KEY ACTIVITIES

· To maintain accounts by servicing all client needs from the point of handover from sales to the day the group departs

· To ensure that a high standard of service is provided to clients at all times at all times:

· Action and acknowledge requests in a timely manner – within 48 hours

· Immediate response to all queries relating to groups

· Providing accurate and detailed information to clients and supplier’s promptly

· Problem Solving - Anticipates and deals with problems in advance

· To ensure the smooth operation of a group from go-ahead to groups departure:

· Check go-aheads and Itinerary and raise any unclear points with sale departments.

· Accurately up-date the system with information required.

· Work to the Operations schedule given to the client

· Ensure confirmations of services and hotels are received within an acceptable time frame and budget and manage and control these quoted budgets

· Communicate any special requirements about the group to the co-ordination department

· Update file and complete forms as per company policies.

· Negotiate with internal departments/suppliers to control profitability levels and increase GPM

· To promote and up sell additional products and services to clients in order to generate additional turnover

· To research and plan for large pieces of business in advance of the operation, i.e. destination research, product knowledge and have the ability and know-how to research and suggest alternative services when original request is not available/possible.

· To be trained and fully knowledgeable on the following systems:

· London Quotes and Reservations Systems

· Microsoft Office

· Auto route

· To ensure a positive and professional image of the department and company is portrayed to clients, staff and colleagues at all times

COMPLEXITY

· Productivity – Successfully operating the required number of groups at a high quality standard to reach required departments productivity levels.

· Profitability – Maintaining and where possible enhancing profitability on a tour by tour basis enabling the department to meet the expected profit levels including up selling, negotiating, budgeting

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