REPRESENTATIVE STAFF – ITALIAN SPEAKING

Purpose of the role

The Italian-speaking representative staff is responsible for delivering excellent service to guests during their travels in Indonesia, from arrival to departure. In this role, you will be the face of Asian Trails Indonesia (or our agents) for guests, providing information and services, promoting and selling optional tours and more. In case of a complaint or unforeseen situation, the representative staff supports the guests as the first point of contact and communicates in close cooperation with the Service Delivery Manager as well as the Operations and Inbound Department to resolve the situation as quickly as possible while still prioritising the best solution. The representative staff is responsible for the services that guests receive as well as generating additional revenue for Asian Trails Indonesia during their stay in Bali (and Indonesia).

Overall responsibilities

• Prepare a welcome pack with information about the programme, welcome meeting, pick-up time and activities
• Follow up on customer complaints with guests, hotels and the Service Delivery Manager
• Resolve customer complaints in close cooperation with the Service Delivery Manager as the first contact as quickly as possible while still prioritising the best solution
• Promote optional tours and sell them on the spot to generate additional revenue for Asian Trails Indonesia
• Work closely with tour guides during the guest’s trip to ensure smooth programme implementation
• Report to the Service Delivery Manager about any situation or problem during the guest’s holidays
• Liquidation of optional tour sales directly with the Accounting Department
• Take good care of company property such as mobile phones, tablets, credit card machines, etc.
• Represent Asian Trails or agents in the best possible way in behaviour, communication, support and appearance toward the guests
• Responsible for the 24-hour emergency phone in weekly rotation
• Arrange welcome meetings and provide information about hotels, areas, activities and more
• Maintain the best possible relationships with various departments in Asian Trails Indonesia as well as with suppliers and hotels management.

Qualifications

• Indonesian national
• Bachelor’s degree in tourism and/or related working experience
• Strong customer service approach with good communication, presentation and promotion skills
• Good knowledge of Bali (and Indonesia)
• Experience in a customer service-related job role is an advantage
• Strong personality and willingness to go the extra mile to provide the best service
• Flexibility and open-mindedness to work with different cultures and customers
• Ability to work under pressure, prioritise and multi-task
• Proficiency in Italian
• Good negotiation skills
• Good organisational and time management skills
• Proactive
• Ability to work varied hours
• Proficient computer and system skills
• Must be very comfortable with continuously changing opportunities and priorities
• Team player with ability to work cross-functionally
• High degree of flexibility
• A “Can Do” attitude, positive mindset and creative thinking is an asset

Asian Trails will only consider candidates with a genuine interest in joining a dynamic inbound travel company. Interested candidates are invited to send your updated resume, including a cover letter with salary expectations, a current photograph (not older than 6 months) and available start date in English to lydia@asiantrails.co.id.