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Reservations and Experiences Manager

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Company Culture

We pride ourselves on creating a dynamic and supportive work environment that fosters collaboration, innovation, and growth.

As an Experiences Curator / Customer Services / Reservations in-charge, you will have the opportunity to work closely with our operations team, collaborate with the marketing team, and stay updated on the latest tourism trends and local attractions.

Key Responsibilities

  • Manage tour bookings and inquiries received through various channels, ensuring prompt and accurate responses to customer queries.
  • Provide exceptional customer service by assisting customers in selecting and booking tours, answering questions, and addressing concerns or issues in a professional and timely manner.
  • Collaborate with the operations team to ensure availability and schedule tours, ensuring accurate and up-to-date information is communicated to customers.
  • Handle all aspects of tour integration on our websites, ensuring accurate and attractive presentation of tour details, availability, pricing, and booking options.
  • Coordinate with third-party agency websites to integrate our tours, ensuring consistent branding and accurate information across all platforms.
  • Maintain comprehensive records of customer interactions, bookings, and inquiries, ensuring accurate and up-to-date information is recorded in the CRM system.
  • Continuously improve customer service processes and procedures to enhance efficiency and customer satisfaction.
  • Stay updated on the latest tourism trends, local attractions, and events in order to provide accurate and insightful recommendations to customers.
  • Collaborate with the marketing team to develop engaging and informative content related to our tours for use on websites, social media, and promotional materials.

Qualifications Required

  • High school diploma or equivalent; bachelor's degree in tourism, hospitality, or a related field is preferred.
  • Proven experience in customer service or a similar role, preferably within the tourism industry.
  • Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, colleagues, and third-party agencies.
  • Strong organizational and multitasking abilities to handle a high volume of inquiries and bookings while ensuring accuracy and attention to detail.
  • Proficiency in using tour management software, CRM systems, and other relevant tools for managing bookings and customer interactions.
  • Familiarity with website content management systems and basic HTML/CSS knowledge to handle tour integration on websites.
  • Ability to work independently and collaboratively in a team environment, demonstrating a proactive and solution-oriented approach.
  • Strong problem-solving skills with the ability to handle customer complaints or issues in a professional and empathetic manner.
  • Flexibility to work in shifts, including weekends and public holidays, to accommodate the needs of the business and ensure continuous customer support.