Reservations Support Coordinator

RESERVATIONS SUPPORT COORDINATOR

Job Type: Full Time

Location: Hybrid

Reporting to: Reservations Support Team Lead

Job purpose:

The Reservations Support Coordinator role works under INA Prime Solutions, Goway Travel Ltd.'s BPO line of business in Manila. This position plays a key role in supporting the Reservations team by handling a wide range of administrative, documentation, and quality control tasks. This position ensures bookings are complete, accurate, and ready for client delivery, contributing to the overall efficiency and service quality of the operations team.

What will be your key responsibilities?

The Reservations Support Coordinator provides essential administrative and operational support to the Reservations team, ensuring all bookings are accurate, complete, and ready for documentation. This role is responsible for issuing client documents, performing final quality control checks, and managing reconfirmations with suppliers. It also involves updating bookings with changes, handling special requests, and responding to agent and supplier queries. Strong attention to detail, clear communication, and the ability to prioritize are key to success in this role.

Client Documentation

• Ensure that all bookings are ready for documentation to be issued following the correct procedures.
• Issue client documentation ensuring that each booking receives the correct type of documentation following the correct procedures.
• Send client documentation to the agent.

Quality Control

• Quality control bookings to ensure that updates and confirmations have been sent to agents and that the file is ready for client documentation to be issued following correct procedures.
• Highlight and escalate any issues with files that you are unable to resolve yourself following the correct procedures.
• Quality control the service remarks to ensure that they are correctly worded, correct in nature or should be removed following the correct procedures.
• Be the last check point for all bookings ensuring that the file is finalized and correct and has no missing information.
• Run reports for reconfirmation and send reconfirmation lists to suppliers. Ensure that responses are received on all and that there are no errors. If there are discrepancies try and resolve these and if unable to escalate to the applicable Reservation Team following the correct procedures.
• Run reports and send booking reports to suppliers as requested by suppliers following the correct procedures.
• Run reports weekly on unables and cancelled services to ensure that bookings are being finalized.
• Other quality control checks as requested by Head of Operations or Team Leader.
• Ensure that the documentation text including descriptions is correct and current. Where it is not alert the Systems team following the correct procedure.

Booking Support Tasks

• Enter in services after a loading request has been actioned by Product and liaise with the appropriate reservations team.
• Send emails to agents to request flight details, weights or other missing information.
• Action emails from agents with suppliers related to flight details, weights, bedding requests, special requests and other general information.
• Make bookings and/or cancellations on supplier portals and if not possible send supplier messages to book/cancel the reservation.
• Update rate changes within bookings and ensure the Reservations Team is notified.
• Update room changes within bookings and ensure the Reservations Team is notified.
• Send agents supplier waiver forms.
• Amend pick up or drop off details as advised by suppliers, ensuring the booking is correct as well as the clients documentation.
• Respond to supplier's general questions regarding a booking.
• Notify agents and ensure that the booking is updated correctly where there is supplier changes related to closures, renovations, descriptions and inclusion changes, pick up and drop off changes and any other changes as requested.
• Add in client documentation service lines to a booking when requested to by an agent and send applicable confirmation to charge the agent.
• Run booking, supplier or product reports for Operations as requested.
• Other tasks as requested and required to support reservations in making and finalizing bookings in a timely manner.

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 Across Australia standards, procedures, and timelines.
• Update and maintain required operations shared documents.
• Maintain a professional and friendly relationship with the operations team and all other company departments.
• Maintain a professional relationship with our agents and suppliers.
• Other duties as instructed by your manager or team leader from time to time.
• Work towards meeting or exceeding all set individual and team goals and targets.
• Work with the operations team towards meetings or exceeding all set team goals and targets.

Personal Requirements:

• Good communication skills both written and verbal.
• Strong customer focus.
• Good organizational skills, time management and able to prioritize.
• Able to work under pressure and to deadlines.
• Excellent attention to detail.
• Enjoy working with people and able to work in a team.
• Strong computer skills and the ability to use Microsoft & other applications.
• Good Australia destination & product knowledge or the willingness to learn.
• Ability to learn.
• Ability to answer questions, and be patient with team members, suppliers, and agents.

What are we looking for?

• Candidate must possess at least a Bachelor's or a College Degree in Hospitality/Tourism/Hotel Management or equivalent.
• At least 1 year of travel industry experience is preferred for this position.
• Excellent verbal & written English communication skills.
• Strong analytical, problem-solving, and interpersonal skills for effective collaboration.
• Strong prioritization skills to meet established deadlines.
• Intermediate proficiency with Microsoft Word, Excel, and Outlook.
• Proficiency in time management and adept task prioritization.
• Highly detail-oriented with an ability to concentrate for an extended period.

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.

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