Reservations Executive (Chinese & English Language)

OVERVIEW

The Reservations Executive (Chinese & English Language) is responsible for supporting the Reservations Department in handling inquiries from customers, travel agents, and partners. This role requires accuracy, strong communication skills, and teamwork to ensure the best service experience for Pandaw Cruises’ customers.

KEY RESPONSIBILITIES

Handling Booking Requests:

• Receive, review, and process booking requests via email, phone, or the booking management system.

• Provide detailed information about products, itineraries, and accompanying services.

Confirmation and Information Updates:

• Confirm bookings with customers and travel agents.

• Update booking details in the system, ensuring accuracy.

Customer Support:

• Advise and resolve customer inquiries related to bookings, payment conditions, and cancellation/change policies.

• Coordinate with other departments to address issues that arise.

Document and Report Management:

• Maintain booking information and related documents.

• Assist in preparing reports on booking status and necessary data.

Contribute to Service Improvement:

• Provide feedback to improve booking processes and service quality.

• Support promotional campaigns and marketing initiatives when needed.

Education and Experience:

• Bachelor’s or College degree (preferably in Tourism, Hospitality, or Business Administration).

• At least 1 year of experience in a similar role, with preference for candidates experienced in cruising or tourism.

Skills:

• Proficient in Mandarin Chinese and English (both spoken and written).

• Excellent communication and problem-solving skills.

• Competent in office software and booking management systems (GDS experience is a plus).

Personal Attributes:

• Detail-oriented, careful, and responsible.

• Able to work independently and as part of a team.

• Strong customer service mindset.