We're looking for passionate individuals with customer care experience in the travel industry and fluent Korean language skills. If you thrive in a fast-paced, international environment, this is your moment While the role is based in Rome, applicants from other European countries are also welcome to apply. A competitive salary and exciting growth opportunities await
The Company
"People don't take trips – trips take people" ...
... and we're in the business of planning and organising trips all over the globe for almost half a million travellers each year.
We're G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.
We're not a corporation and don't behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.
We believe that work should be enjoyable, stimulating and fun
The Role
Take responsibility for the provision of excellent in-destination service for Asian groups, with particular attention to Korean customers. Check itinerary feasibility before tour arrival and make sure the operation is seamless. For exceptional groups with special needs provide a concierge level support. Effectively balance customer satisfaction with commercial outcomes. Negotiate, contract, maintain and foster relationships with supplier partners. Prevent issues from happening and solve unpredictable emergencies in timely manner, maintaining the best service delivery. Meet & greet customers and assist on site for major emergencies.
Key Activities
Groups pre-arrival
Check itinerary details to ensure smooth tour logistics
Obtain and supply contact details before deadlines so complete information is made available to groups
Complete reconfirmations if/as necessary
Ensure familiarity with group requirements before arrival
Follow up with reservations on any non-confirmed services and make sure all services are confirmed
Groups on the road
Liaise with tour leaders and suppliers to manage the delivery of high standards of service
Maintain proactive contact with the group to anticipate and avoid issues via phone, social media and in-person (where applicable)
Creative problem solving - resolve enquires or problems that arise – quick resolution with the best possible outcomes
Facilitate change requests – negotiating additional hotel and service reservations, itinerary amendments or cancellation requests from Tour Leader or Sales. Minimise the cost to the business and the group for these changes
Act as an emergency response support during any unexpected crisis situations that may arise
Provide on-call support to tour leaders- emergency after-hours coverage when required
Coordinate communication between all internal contact points to ensure ongoing transparency of tour progress
Ensure alignment of service expectations between G2, supplier, and group
Ensure all actions taken regarding the group are logged and communicated including relevant cost information
Ensure any urgent issues are handed over out of hours for action
Groups after departure
Follow up any open issues to resolution – investigation, communication, etc.
Root cause analysis with recommendations to the business on how to avoid recurrence of the issue if applicable
Complete reporting in a timely manner
Monitor quality standards of suppliers and provide positive and negative service examples to the sales, services and hotel teams
Knowledge, Skills & Experiences
Previous experience in customer service preferred
Previous experience in tourism preferred
Languages – Korean native preferred, English full proficiency
Other languages desirable among German, French, Italian, Spanish, Czech
Flexibility in hours including extended availability and willingness to act in an on-call capacity if needed
Willingness to work on weekends and holidays and on rotating shifts
Proactive and customer focused
Strong problem-solving, negotiation skills and detail orientation
Demonstrated multi-cultural understanding and empathy
Multitasker with the capability to prioritise and meet deadlines
Ability to work independently under pressure
Versatility to work effectively as part of a wider team
Measuring Success
Positive feedback from clients and internal customers ideally demonstrating that G2 was positively promoted and actions have helped the Company's growth
Resolution timeframe for issues
Repeat business for exceptional groups
Effective communication history
All on the road contact details available to the Tour Leader within agreed timeframes ie. Driver/Guide contact numbers
Acceptable level of itinerary mishaps & /or issues that should have been identified during reconfirmation and itinerary checks
Recommendations for process and quality improvements
Ability to demonstrate examples of cost minimisation to the business &/or groups
Demonstrate support for market requirements and delivery to customer expectations