Reservation (CS) Assistant Manager

Work Culture: Hybrid working environment with 5-Day Work Week

Overall Purpose
To provide support and assistance to the Reservations team. You are responsible for ensuring daily reservations are well taken care, clients and suppliers are notified and updated of changes. Assist with client account management whenever required, and address to clients’ queries over the phone/emails with changes, new bookings and any further assistance.

Main responsibilities

• Responsible for the effective management of daily bookings, client queries, client quotations, assistance in event planning and execution
• Ensure SLA’s are met in line with company expectations
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients if needed
• Ensure Team/Driver Feedback Levels (Negative) are met in line with company expectations (reviewed monthly)
• Track abnormalities in daily completed assignments and other necessary administrative duties
• Implement solutions to execute client events, responsible for all aspects of ongoing event priorities
• Prepare event manifest and necessary documents for manifest schedule.
• Maintaining strong internal and external relationships
• Ensure that all processes are being adhered in order to deliver the highest possible quality standards
• Maintain good relationships with operations colleagues globally
• Dealing with all feedback and reporting findings to SCM Team if need.

Skills required

• Excellent communication skills
• Excellent organizational skills and attention to detail
• Must be able to work independently with minimum supervision.
• Effective management of Reservations on daily assignments.
• Prompt and responsive in account servicing duties.
• Maintain high level of performance from TBR Reservation team.
• Fluency in English and Mandarin, fluency in Japanese would be a plus
• 5 or more years of working experience.
• Prior experience in travel industry will be a value-add but not the primary criteria for selection of candidates