RESERVATIONS CONSULTANT
Job Type: Full Time
Location: Hybrid
Reporting to: Reservations Team Leader
Role Type: Replacement and New
Salary: Php28,000 to Php32,000
Job Purpose
You will provide various planning and booking services, including answering customers questions, making travel suggestions, building the itinerary, confirming services booked and issuing travel documents. The goal is to keep our clients satisfied and loyal for future services.
To be successful as a Reservations Consultant you must be able to work with minimal supervision and have excellent customer service skills in order to perform the following responsibilities and other tasks maybe given by your immediate manager.
What will be your key responsibilities
Tasks
- Action reservation and company emails under North America/Reservations inbox
- Respond to and resolve issues arising during the booking process, prior to travel and/or clients in destination
- Communicate booking updates, issues, and information with North America sales agents
- Manage and answer the emergency emails as required
- Escalate anything of concern to the Assistant Operations Manager – North America
- Consistently provide excellent customer service to both our agents, and clients
- Liaise with suppliers for bookings and special requests as required
- Confirm services in North America's Reservation system
- Quality Control of bookings - ensure pick up/drop off and/or meeting location details are correct, etc.
Reservations
- Book all components of new reservations and amendments following Goway's procedures
- Ensure at the time of booking that all accommodation and touring is of a similar standard and workable, if not advise the agent and suggest changes
- Action cancellations on the day of receipt, always cancel in writing and advise agent of any cancellation fees due
- Work with the North America & support teams and suppliers to ensure that the booking is confirmed, and the agent provided confirmation within timelines
- If there are availability and/or price issues, provide alternatives to agents and advise, following the correct procedures
- Ensure bookings are loaded correctly into Goway's systems with complete booking notes
- Liaise with Products team to request services not built in TourPlan
- Work together with Confirmations team in ensuring confirmations are action and if supplier chaser is needed
- Work together with Documentation team for Quality Control of bookings
- Ensure that the booking is complete and correct in all systems and has all required information and no missing services ready for invoicing and documentation
- Action all changes, amendments, and cancellations when requested by the agent and provide confirmation via the systems
- Action all supplier changes and advise agents in writing of these changes
- Ensure booking notes are entered and when required accounting notes
- Manual Service Management
- Email management of non system generated emails
- Spreadsheet management ensuring the spreadsheet is maintained and up-to-date at all times
General
- Answer emails and messages in a timely manner
- Attend all meetings as required
- Attend all internal and supplier training sessions as required
- Adhere to all Goway standards, procedures, and timelines
- Update and maintain required operations shared documents
What are we looking for
- Candidate must possess at least Bachelor's or a College Degree in Hospitality/Tourism/Hotel Management or equivalent
- At least 2 years Travel Agency experience – either retail, wholesale or inbound
- Travel industry qualifications are a plus
- Good communication skills in both written and verbal
- Strong customer focus, good organizational skills, prioritization and time management
- Able to work under pressure to meet deadlines
- Good attention to detail with strong computer skills
- Enjoy working with people and able to work in a team
- Good Australia destination & product knowledge
- Ability to answer questions, and be patient with team members, suppliers, and agents
What can you expect from Goway
Imagine Working For a Company Where Your Career Feels Like An Adventure. At Goway, You'll Join a Global Community That Supports One Another
- We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
- Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
- Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
- Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
- Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
- Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.
How To Apply
If this role feels like your next step, click Apply Now to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.
AI Screening Disclosure
To help us fairly and efficiently review applications, we use an automated screening process to assess responses to pre-determined questions. This initial step ensures all candidates are evaluated consistently. Qualified applicants will be reviewed by our recruitment team for further consideration.
Additional Notes
Goway Travel Ltd will retain applications, notifications, and records related to this posting for three years, reflecting our commitment to fair and equitable hiring practices.
Recruitment Scams & Fraud Warning
Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.
About Goway
Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more at goway.com.
