Lifestyle Reservations Agent

  • Toronto, ON, Canada
  • Full-time

Company Description

Founded in 2017, Trip-Arc is a $750 million privately held company powers the top Travel Agencies and Tour Operators in North America. Our expansive and growing network empowers seamless access to a comprehensive range of travel options and services globally with over $750 million transactions annually - all at the industry’s best rates.

As an industry leader in technology, purchasing, finance, HR, and marketing, we know how to deliver solutions to travel professionals in the most effective way possible. With deep experience in partnering with two leading brands in the luxury travel space – Kensington Tours and Travel Edge – Trip-Arc has real insight into the needs of tour operators and travel agencies today.

Trip-Arc’s goals are simple. To make our network of over 1400 travel entities more profitable, efficient and help them create truly unique travel for their clients.

Job Description

As an integral member of the Trip-Arc Operations Team, the Lifestyle Reservations Agent ensures that the Trip-Arc standards for service excellence are maintained throughout the quoting and booking life cycle. You will coordinate hard to get tickets, once in a lifetime experiences, luxurious amenities and Michelin starred dining experiences for our clients.

As a Lifestyle Reservations Agent, you are dedicated to delivering an exceptional and discerning service, connecting the most prestigious brands to these sophisticated clients.  As an early team member, you will actively participate in the development of and in the ongoing mentorship and training of new team members. A role that will have regular interaction with many stakeholders (sales team, suppliers, and clients) by phone and email, the successful candidate is highly detailed, an exceptional problem solver, can remain calm under pressure, is a polished communicator and understands the importance of delivering superior customer service.

Responsibilities:

  • Primary liaison between Kensington Tours and Travel Edge and our supplier partners to complete client reservation requests for services such as private car hire, tickets to a sold-out show, hotel suite upgrades and reservations at exclusive restaurants
  • Provide accurate reservation information for each enquiry in compliance with Service Level Agreement.
  • Process reservations that require direct communication with the service provider through both email and telephone.
  • Update reservations in proprietary booking system with supplier confirmations and arrange for payment.
  • Review current reservations for missing information, errors (Quality Control) and payment information on file.
  • Maintain accurate and detailed tracking and reporting documents with each reservation.
  • Make outbound calls to suppliers to obtain missing file information and ensure accurate reservations.
  • Create and action Virtual Credit Card payments, arrange wire transfers and other payment arrangements as necessary.
  • Be trusted in handling sensitive company financial information.
  • Provide mentorship and training to new team members when requested.
  • Provide insights and recommendations for improvements to work-flows and processes.
  • Develop and maintain proficiency with the proprietary booking system.
  • Provide problem solving expertise and superior customer service in emergency situations taking immediate action to contact necessary parties, propose operational changes, assist the client, and diffuse the situation.
  • Other client touch points, incident support when and where required.
  • Ad hoc projects as assigned.

Qualifications

  • Excellent organization and time management skills with the ability to take on additional projects when required.
  • A can do, self-starting attitude.
  • Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically, and professionally always.
  • Ability to master internal department processes, procedures, and systems.
  • Experience in a Customer Service or Travel Operations role would be an asset.
  • Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers.
  • Background in customer service, personal assistance, luxury travel and leisure, restaurant, or nightlife industries.
  • Demonstrated experience with critical incident management or providing emergency operational support an asset.
  • Demonstrated experience with issue resolution with the ability to make decisions quickly and confidently.
  • Proven critical thinking and problem-solving skills.
  • Superior attention to detail – experience with Quality Control/Data Management an advantage.
  • High degree of resourcefulness, flexibility, and adaptability.
  • Ability to thrive in a fast paced, high performance culture.
  • Ability to provide after-hours support on a rotational basis.
  • A positive, engaged, and collaborative team player.

Additional Information

We thank all candidates for their interest however only those selected for an interview will be contacted. 

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.