JOB TITLE:                            TRAVEL SALES ADVISOR

 

DEPARTMENT:                  TRAVEL NORWICH AIRPORT            

REPORTS TO:                      BRANCH MANAGER

 

 

MAIN SCOPE & FUNCTION OF JOB

The ultimate purpose of this role is to create and convert the sale of travel, ideally, but not specifically, from Norwich Airport for current and future Travel Norwich Airport customers.

 

ENVIRONMENT

Travel Norwich Airport Ltd (TNAL) is made up of two travel agencies operated by Norwich Airport Ltd, located in the terminal building at Norwich Airport and The Mall, Norwich.

TNAL is ABTA bonded and a member of Advantage and uses the TARSC front and back office system .

TNAL is a 7 days a week operation (Mall only) and is open some bank holidays (Mall only).  All full-time staff are contracted on a 39-hour flexi rota including weekends and bank holidays (Mall only).

Based at Norwich Airport or Castle Mall – the company reserves the right, at any time, to require you to work at the opposite location either on a temporary or permanent basis, on giving reasonable notice.

 

SUPERVISORY RESPONSIBILITIES / DECISION MAKING AUTHORITY

• The postholder reports directly to the Branch Manager.
• The postholder has no supervisory responsibilities but may be required to assist new staff with branch procedures and training

 

JOB RESPONSIBILITIES

• Demonstrating a total commitment to customer service. It’s your goal to ensure all clients return home having had a trip which exceeds their expectations.
• To make the most of every single ‘sales enquiry’ received. You need to be able to differentiate between good and bad leads so that we maximise revenue and profit.

• To achieve supreme levels of client service at all stages of the process to engender repeat business.
• To ensure the product sold matches our clients ‘needs and the supporting information supplied following a sale is to the highest standard.
• To take appropriate opportunities to up-sell and switch-sell to maximise sale value.
• Interacting with our clients over the telephone and face to face.
• Keeping in touch with product developments, ensuring that you remain a true travel specialist with up to date commercial knowledge and understanding of hotels/flights/infrastructure.

• Be fully flexible in terms of tasks given.
• Be able to work on your own initiative and make decisions based on standard published procedures, or in the interest of customer service and efficiency.
• Assist in the smooth running of the branch and be actively involved in undertaking all office tasks.

 

ASSIGNMENT OF/SOURCE OF WORK

The strategy and budget for TNAL drives the work.  This is assigned through the Board and Head of Marketing and Travel with some work being delegated down to the postholder, although the majority of the postholder’s work originates from the Branch Manager,  customers and suppliers.

 

CONTACTS & RELATIONSHIPS

 Internal

Branch Manager                                          For all day to day tasks and duties including finance issues, targets, sales updates, administration, promotions, staff issues, problems, training and complaints.

Finance Department                                  Designated TNAL Finance person for day to day finance queries or bookings, refunds, banking, etc.

 

External

Customers                                                      Ensuring excellent customer service results in all sales opportunities being maximised.  Thus establishing and maintaining relationships so that business is retained and any problems resolved quickly and efficiently with minimum impact.

Tour Operators & Airlines                        For liaison on all customer/booking related issues.

Suppliers                                                         To ensure smooth running of the agency,

 

PERSON SPECIFICATION

Essential:

• The passion for travel
• Previous travel sales experience – Minimum 1 years travel sales experience
• Strong communication skills
• Excellent Customer service & selling skills
• Highly results driven
• Strong organisation & time management skills

Desired:

• Good overall geographical knowledge
• Well travelled
• Good level of GCSE passes (in particular Maths, English and Geography).
• At least 1 years previous experience as a Travel Sales Advisor

 

Specialist Training

• TARSC system training
• Fire Safety (training on a regular basis)
• Security Awareness (training on a regular basis)

 

Aptitude / Skills

• Ability to deal with the public at all levels.
• Ability to work under pressure and adhere to strict deadlines.
• To work on one’s own initiative or as part of a team.
• Outgoing, friendly personality.
• Good organisational skills.
• Good oral, legible written and accurate numerical skills.
• Highly motivated.
• Of smart appearance at all times.
• Ability to produce strong sales.