Business Travel Consultant - Hotels

Provide a high level of customer service and support to both internal and external customers and suppliers. Provide guidance and support to clients, using a variety of communication methods to enable the smooth running of day to day operations within the department. Key Areas of Responsibility:

• Offer exemplary customer service to clients and suppliers at all times across all methods of communication.
• Maintain a good level of understanding of all our hotel reservations and invoicing systems.
• Provide guidance on using CTM online booking tools to clients, while ensuring adherence to organisational travel policies as well as CTM best practice and procedures. Taking appropriate action where consistent queries are being raised, escalating to appropriate stakeholder.
• Sharing knowledge and information with colleagues both inter and intra departmentally. Provide feedback and suggest possible actions to appropriate Team Leaders where challenges are encountered.
• Flexibility to work in all aspects of the role, taking on tasks as dictated by business needs. Show willingness to provide shift cover as and when appropriate.
Key Measures:
• All contact is handled efficiently being polite and helpful at all times, correspondence is written in a professional manner, issues are dealt with speedily with the appropriate remedial action being taken.
• All our systems and processes are being adhered to consistently with minimal errors. Checking the quality of your work against current procedures, asking for guidance and advice where necessary.
• Being consistently aware of the impact of your actions on clients, suppliers, colleagues, and the reputation of CTM.
• Understand telephone queries and assist to resolve in a polite and efficient manner. Elicit the perception of being a capable and credible consultant.
• Reply to e-mails within the 4-hour limit, identifying any problems and give advice where appropriate.
• Ensure bookings made on behalf of the customer are accurate.
• Use our in-house system to produce invoices and refunds. Understand deadlines and work within those parameters.
  
  Professional, collaborative, and supportive interaction with employees, clients, suppliers, and vendors.
• Work independently and as part of a team.
• Professional written and verbal communication.
• Meet deadlines, handle, and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Basic math.
• Read and interpret information.
• Attention to detail.
• Regular and reliable attendance.