About Specialist Holidays Group
Specialist Holidays Group (SHG) is a leading specialist travel group, bringing together a family of trusted, expert-led brands that create exceptional holidays for discerning travellers. Each brand combines deep destination knowledge with personalised, high-service experiences — expertise that sits at the heart of everything we do.
Our portfolio spans accessible luxury and cruise through Destination2 and Destination2Cruise; ultra-premium, bespoke travel through Sovereign Luxury Travel; the USA, Canada, Caribbean and Latin America through American Holidays; authentic Italy through Citalia; and great-value getaways through Holiday Gems. Together they share one promise: Travel. Expertly Delivered.
The role
The Online Booking Administrator will work as part of a team to ensure that any online bookings which may fail as a result of any technical or supplier-led issues are quickly and efficiently identified, resolved, processed and administered to maximise sales. This will be achieved through your determination to identify the issues at hand, sometimes speaking to customers to identify their needs through effective questioning, and you will continuously work towards and exceed the targets you have been set. Attention to detail is key and you will facilitate and process customer payments securely ensuring all information obtained, inputted, and verified is accurate at all times. You will strive to deliver exceptional customer service representing both our successful brands. Ultimately, your aim is to drive repeat custom by providing outstanding service and building strong rapport.
Key responsibilities
- Identifying failure issues and reporting through to the correct internal channels
- Utilising multiple supplier systems in order to re-book customers holidays
- Process customer payments securely and accurately
- Loading accurately into our back-office system
- Continuously working towards and exceed booking targets
- Ensuring all information obtained, inputted, and verified is accurate at all times
- Striving to deliver exceptional customer service
What we’re looking for
We are looking for a creative, commercial and analytical marketing leader with the gravitas to operate at executive level. Skills, experience and personal characteristics include:
Personal Attributes
- Naturally curious, collegiate and commercially curious — interested in delivering the whole team’s agenda, not just their own part.
- Meticulous: Maintains exceptional attention to detail, ensuring accuracy across all aspects of the booking process.
- Strong Communicator: Possesses excellent verbal and written communication skills, with the ability to build rapport quickly and effectively.
- Quick Learner: Adaptable and able to absorb new information swiftly, including systems, products, and processes.
- A Confident team player
- Proactive & Positive: Self-motivated with a can-do attitude, consistently bringing energy, enthusiasm, initiative to the role and demonstrate good initiative
Experience
- Experience delivering exceptional customer service by professionally handling enquiries, resolving issues promptly and delivering personalised travel recommendations to exceed clients’ expectations.
- Experience working in a fast-paced environment with the ability to manage multiple priorities
- Previous travel sales experience /experience in a travel agency or travel call centre environment
Skills and Knowledge
- Strong knowledge of worldwide travel destinations, with the ability to advise and inspire customers with confidence
- Familiarity with a wide range of supplier websites and booking platforms to source competitive travel options
- Computer competent, with the ability to navigate systems quickly and efficiently to complete accurate bookings
- Ability to learn online systems quickly and navigate at speed
- Experienced in using Word and Excel, Global Distribution Systems (GDS)
Qualifications – desirable but not essential
- GCSEs or equivalent, including English and Maths (minimum requirement)
- Travel and Tourism qualification (e.g. NVQ, BTEC, or Level 2/3 Diploma in Travel and Tourism)
- GDS training or certification (such as Amadeus, Sabre, or Galileo proficiency)
- Sales or customer service training/certification is advantageous
- Additional languages (spoken or written) may be beneficial, especially for international travel sales
Working with us
Join us and, in return, you’ll be rewarded with:
- Competitive executive salary and package
- Hybrid working
- Contributory pension scheme
- Travel discounts and a range of employee offers and benefits.
- Genuine career progression within a growing specialist travel group.
Pay: £26,000.00 per year
Benefits:
- Canteen
- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Store discount
Application question(s):
- Travel Sales experience
- Worked in a Travel Sales Admin setting
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Chester CH1 6LT
