Executive/Sr. Executive - Holiday Experience

JOB DESCRIPTION

Job Title:

Executive/Sr.Executive Holiday Experience

Department

Sales & Operations

Reporting To

Sales & Operations Manager

Industry

Travel & Tourism

Employment Level

Executive/Sr. Executive

1. Job Purpose

The Holiday Experience Executive is responsible for transforming customer travel enquiries into memorable holiday experiences through effective consultation, customised itinerary planning, persuasive sales, timely follow-ups, and seamless travel coordination. The role involves understanding customer preferences, recommending suitable destinations, preparing competitive quotations, converting enquiries into confirmed bookings, and coordinating travel arrangements as assigned. The ideal candidate demonstrates ownership, accuracy, customer focus, and a commitment to sales growth and customer retention.

2. Key Roles and Responsibilities

A. Customer Consultation & Holiday Planning

• Attend to customer enquiries through calls, messages, emails, walk-ins, and other designated communication channels.
• Understand customer preferences, travel objectives, budgets, travel dates, group composition, and special requirements.
• Recommend suitable domestic and international destinations, holiday packages, accommodation, sightseeing, and travel arrangements.
• Design customised itineraries aligned with customer expectations, budget, and travel feasibility.
• Provide accurate information about destinations, inclusions, exclusions, travel conditions, and applicable documentation requirements.

B. Sales, Quotations & Business Development

• Convert qualified travel enquiries into confirmed holiday bookings through effective communication, destination knowledge, negotiation, and sales techniques.
• Prepare accurate, attractive, and competitive quotations within stipulated timelines.
• Conduct systematic follow-ups with prospective customers to maximise conversion opportunities.
• Explain package inclusions, exclusions, payment schedules, cancellation policies, and booking terms transparently.
• Identify opportunities for upselling, cross-selling, add-on experiences, and value-added services wherever appropriate.
• Work towards assigned sales targets, revenue goals, conversion rates, and profitability expectations.

C. Booking Management & Travel Coordination

• Coordinate confirmed bookings for hotels, transport, sightseeing, activities, guides, transfers, and other travel-related services.
• Liaise with suppliers, destination partners, and internal teams to secure bookings and reconfirm arrangements.
• Verify travel dates, passenger details, room configurations, service inclusions, rates, and booking conditions to minimise errors.
• Ensure booking confirmations, vouchers, itineraries, and other necessary travel documents are shared with customers and relevant teams on time.
• Maintain accurate records of enquiries, quotations, confirmations, payments, and booking status in designated systems.

D. End-to-End Trip Execution & Operations

• Coordinate operational requirements of confirmed trips from booking until trip completion, as assigned.
• Ensure hotels, transport providers, guides, and service partners are aligned with the confirmed itinerary.
• Monitor trip arrangements, communicate essential updates, and proactively address potential service gaps.
• Respond promptly and professionally to customer concerns, itinerary changes, delays, and unexpected travel-related issues.
• Escalate critical issues to the reporting manager and work towards timely, practical resolutions.
• Collect customer feedback after travel and communicate insights to the team for service improvement.

E. Customer Relationship Management

• Build long-term customer relationships through professional communication, responsiveness, and personalised service.
• Follow up with existing customers and identify opportunities for repeat bookings and referrals.
• Keep customers informed about enquiry and booking progress without requiring repeated reminders.
• Handle complaints patiently, professionally, and with a solution-oriented approach.
• Contribute to customer satisfaction, retention, positive reviews, and the reputation of Exodus Expeditions.

F. Documentation, Systems & Process Compliance

• Follow company SOPs, approval processes, and service standards.
• Maintain updated customer records, enquiry status, follow-up schedules, quotations, booking details, and operational notes.
• Document customer commitments, supplier confirmations, payment information, and important communications accurately.
• Adhere to approved pricing, discount limits, payment procedures, cancellation terms, and escalation protocols.
• Maintain confidentiality of customer information, supplier rates, business information, and internal records.

3. Key Performance Expectations

• Sales Performance: Achievement of assigned booking, revenue, and profitability targets.
• Enquiry Conversion: Effective conversion of qualified enquiries into confirmed bookings.
• Response & Follow-up Discipline: Timely responses, consistent follow-ups, and minimal loss of enquiries due to neglect.
• Accuracy & Attention to Detail: Accurate quotations, booking information, documentation, and customer commitments.
• Operational Excellence: Timely coordination and smooth execution of assigned travel arrangements.
• Customer Satisfaction: Positive customer feedback, effective complaint resolution, repeat business, and referrals.
• Process Compliance: Adherence to company SOPs, reporting requirements, and approval procedures.
• Ownership & Accountability: Responsibility for assigned tasks and proper closure without unnecessary supervision.

Specific targets and measurement standards will be defined by management based on business requirements and the employees assigned responsibilities.

4. Candidate Profile & Competencies

• Genuine passion for travel, tourism, destinations, and creating memorable holiday experiences.
• Strong verbal and written communication skills and a professional, customer-friendly approach.
• Good interpersonal, persuasion, negotiation, and relationship-building skills.
• Sales-oriented mindset and ability to work towards targets.
• Strong planning, coordination, organisational, and problem-solving abilities.
• Excellent attention to detail and ability to manage multiple enquiries and tasks simultaneously.
• Positive attitude, willingness to learn, adaptability, and a strong sense of responsibility.
• Basic computer proficiency and ability to work with office applications, communication tools, and booking systems.
• Team-oriented mindset and ability to work independently when required.

5. Professional Conduct & Workplace Expectations

• Timeliness: Complete assigned tasks, respond to customers, and meet deadlines within prescribed timelines.
• Ownership: Take responsibility from initiation to completion and ensure no enquiry or assigned activity is neglected.
• Goals First: Understand customer needs and deliver honest, thoughtful, solution-oriented service.
• Accuracy: Verify information before communicating commitments or confirming arrangements.
• Action Orientation: Take timely action rather than waiting for repeated instructions or reminders.
• Teamwork: Coordinate effectively with colleagues, managers, suppliers, and other stakeholders.
• Continuous Learning: Develop destination knowledge, product understanding, sales skills, and operational expertise.
• Flexibility: Adapt to business requirements, peak travel seasons, customer schedules, and operational exigencies, in accordance with applicable company policies and employment terms.

6. Overall Role Expectation

The Holiday Experience Executive is expected to be more than an enquiry handler or booking coordinator. The employee must act as a dependable holiday advisor, a responsible sales professional, and an effective coordinator who ensures every customer interaction is handled with care and every assigned responsibility is completed with accuracy and accountability.

The ultimate objective is to convert enquiries into business, bookings into seamless travel experiences, and satisfied customers into lifelong customers of Exodus Expeditions.