Travel Industry Operations Specialist

1 month ago


Pasig, National Capital Region, Philippines Manpower Core Group Inc. Full time
Job Overview

We are seeking a highly skilled Travel Industry Operations Specialist to join our team at Manpower Core Group Inc. This role is ideal for individuals with experience in the travel industry, particularly in global distribution systems (GDS) and customer service.

About the Role

The successful candidate will be responsible for handling flight quotations, bookings, ticket issuance, refunds, and exchanges for Scenic Crew members. They will also manage communication channels, process transactions using proprietary and third-party systems, and participate in virtual meetings and other online gatherings.

Key Responsibilities
  • Handle flight quotations, bookings, ticket issuance, refunds, and exchanges for Scenic Crew members.
  • Manage communication channels, including emails, web messages, hotline, and chat.
  • Process transactions using both proprietary and third-party systems.
  • Participate in virtual meetings, huddles, and other online gatherings.
  • Manage internal voice calls, either receiving or making them.
  • Update data, generate reports, and compile relevant information.
  • Provide feedback to identify and suggest process improvements.
  • Calculate travel-related costs such as flights, upgrades, and add-ons using Sabre.
  • Offer specialized advice and support to other internal teams.
  • Prioritize tasks across multiple queues and systems using Sabre GDS.
  • Conduct quality checks on work, either personally or for other team members, before finalization.
Requirements

To be successful in this role, you will need:

  • Excellent communication skills in English – written and spoken.
  • Ability to adapt communication to different countries/cultures.
  • Numerate/experience with spreadsheets - ability to complete calculations and translate time across time zones.
  • Experience with different proprietary web applications and MS Office Suite.
  • Sabre GDS experience (native/command driven).
  • Good general geographic knowledge.
Competencies

You will possess the following competencies:

  • Multitasking across multiple systems, processes, and markets during the course of a day.
  • Curious to ask questions, understand processes thoroughly, and learn more.
  • Resilient to change.
  • Persistent with tasks that may be difficult at first.
  • Attention to detail and pride in your work.
  • Sense of urgency with time-sensitive tasks.
  • Interest in the world around us.
  • Resourceful – use the resources available to work effectively and independently.
  • Autonomous – ability to make reasoned decisions when an answer or support is not immediately available.
  • Problem solving.
  • Calm under pressure/ability to deal with emergency situations.
Prior Experience

Previous experience in:

  • Customer service.
  • Contact Centre or Processing Centre.
  • Dealing with high-net-worth customers, who have English as their first language.
  • Travel industry and/or luxury brand preferred, specifically experience with flights booking / global distribution systems such as Sabre.
Performance Measurement

Performance will be measured by:

  • Attendance.
  • Punctuality/Adherence.
  • Tasks actioned e.g. calls taken, emails responded to, tickets issued/re-issued, refunds processed, problems solved.
  • Quality/Accuracy.
  • Customer satisfaction.
  • Compliance.


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