Senior Travel Counselor


Senior Travel Counselor



Job Role & Purpose
  • The Senior Travel Counselor is entrusted with managing end-to-end travel arrangements to ensure operational excellence and exceptional customer service, aligning with corporate objectives and client expectations. Reporting to the Manager – Corporate Operations, this role plays a pivotal part in achieving client service level agreements and maintaining compliance with industry standards.
Job Responsibilities
  • Achieving Client Service Level Agreement (SLA):
    – Manage daily service levels across communication channels, monitoring telephone and email responsiveness.
    – Ensure timely transaction processing adhering to turnaround time/response time metrics.
    – Align travel arrangements with client policies and service level requirements, participating in client meetings as necessary.
    – Maintain compliance with service level agreements from initial inquiry to file completion, covering air, accommodation, car rentals, rail, ferry, insurance, visa processing, and vendor coordination.
  • Providing Excellent Customer Service:
    – Offer professional and current information on airfares and travel-related matters to clients and colleagues.
    – Uphold Holiday Tours service standards during all interactions with travelers and travel arrangers.
    – Log service alerts and address issues promptly, resolving customer complaints effectively.
    – Foster relationships with airlines, hoteliers, and suppliers to enhance service quality.
  • Ensuring Compliance and Data Quality:
    – Follow up on customer complaints and ensure timely resolution.
    – Disseminate internal and external communications and vendor updates promptly.
    – Process traveler transactions in compliance with standards, utilizing GDS scripts, queues, and data requirements.
    – Prevent revenue leakage by ensuring all transactions are correctly charged and addressing escalations promptly.
    – Provide accurate information proactively and recommend process improvements.
  • Other Duties:
    – Assist in trade shows and customer events to promote Holiday Tours’ services.
    – Safeguard customer and company confidential information.
    – Provide guidance and on-the-job training to new team members.
    – Billing and collection management, ensuring outstanding invoices are pursued appropriately.

  • Bachelor’s Degree in Tourism & Hospitality Management, Business Administration or related field.
  • Certificate or Diploma in Ticketing / IATA / Travel / Tourism / Hospitality.
Related Experience
  • 3-4 years in a similar capacity, preferably within the travel industry.
  • General knowledge of Travel Industry and related technologies.
  • Proficiency in reservations systems (GDS), IATA rules, faring, and project management.
  • Strong command of MS Office and Excel.
Peron Specification
  • Strong verbal and written communication skills
  • Good interpersonal skills, motivate, coach and inspire others
  • Demonstrate pro-active and “can do” solution driven approach
  • Display initiative and ownership
  • Be a positive role model for all staff – Team Player – Lead by example
  • Good level of numeracy and analytical ability
  • Capable of making sound judgments
  • Rigorous, well organized, self-motivated
  • High reputable travel agency
  • Flexi staff benefits
  • Cross functional & high growth culture


If this opportunity excites you and ignites a fire inside to discover more, we would love to meet with you. Experience in the travel industry is a bonus but not a requirement. More importantly, would be your growth mindset, appetite for leading positive change in people and culture.


Number of Job Openings: 1 Person
Job Type: Full Time
Job Location: Kuala Lumpur

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