Position: Travel Consultant – Reservations

Department: Reservations

Function: Air & Hotel Reservations

Level: Experienced / Mid-Level

Employment Type: Full-Time

Reports To: Reservation Manager / Operations Manager

Shift: Day & Night Shift / Rotational Shift

ROLE SUMMARY

The Travel Consultant – Reservations is responsible for handling the company's day-to-day airline and hotel reservation requirements from inquiry through confirmation, ticketing/voucher issuance and post-booking support.

The role is primarily focused on reservation execution, GDS operations, online booking portals, supplier coordination, booking accuracy, ticketing, hotel confirmation, amendments, cancellations and customer communication.

The candidate must have excellent spoken and written English and strong practical knowledge of Amadeus, Sabre, Travelport/Galileo and online airline/hotel booking portals.

The employee must be capable of working independently during both day and night shifts, including handling urgent and last-minute reservation requirements.

KEY RESPONSIBILITIES

1. AIR TICKETING & RESERVATIONS

- Handle complete airline reservation requirements.
- Search flights based on client requirements.
- Check availability across different airlines and sectors.
- Compare fares and flight options.
- Create and manage PNRs.
- Check fare rules and ticket conditions.
- Check baggage allowance and restrictions.
- Hold bookings where permitted.
- Issue air tickets within the applicable time limit.
- Reissue tickets for date/time/route changes.
- Process cancellations as per airline/fare rules.
- Process refund requests as per company procedure.
- Check no-show, cancellation and amendment penalties.
- Handle urgent and last-minute ticketing.
- Coordinate with airlines, consolidators and suppliers when required.
- Ensure passenger names and travel details are accurate before ticket issuance.

GDS Knowledge – Mandatory

The candidate should have practical working knowledge of:

- Amadeus
- Sabre
- Travelport
- Galileo
- Worldspan / Apollo, where applicable

The employee should be able to perform reservation and ticketing functions independently rather than having only theoretical GDS knowledge.

2. HOTEL RESERVATIONS

- Handle hotel reservation requests from clients and travel partners.
- Search hotel availability through approved B2B portals and supplier platforms.
- Compare hotel rates across available suppliers.
- Check:
- Room category
- Occupancy
- Meal plan
- Check-in/check-out dates
- Cancellation policy
- Payment conditions
- Special conditions
- Confirm hotel reservations.
- Obtain and record hotel confirmation numbers.
- Issue hotel vouchers/confirmation documents.
- Handle hotel amendments.
- Handle hotel cancellations.
- Check cancellation deadlines before making any cancellation.
- Coordinate with hotels and suppliers regarding booking issues.
- Monitor pending hotel confirmations.

3. ONLINE RESERVATION PORTALS

The employee should be comfortable working with multiple online reservation platforms.

Responsibilities include:

- Search availability.
- Compare rates.
- Make reservations.
- Hold bookings.
- Confirm bookings.
- Download booking confirmations.
- Manage amendments.
- Manage cancellations.
- Check cancellation deadlines.
- Monitor booking status.
- Compare supplier rates.
- Identify the correct supplier based on rate, policy and reliability.

The employee should be able to quickly learn and operate new reservation portals introduced by the company.

4. RESERVATION INQUIRY MANAGEMENT

- Receive reservation requests through email, phone,



WhatsApp and CRM.
- Understand the exact booking requirement.
- Clarify missing information before making a reservation.
- Respond professionally and quickly.
- Provide available flight/hotel options.
- Share reservation details and applicable terms.
- Maintain complete communication history.
- Follow up on pending confirmations.

The focus is reservation conversion and execution, not lead generation or sales hunting.

5. BOOKING CONFIRMATION & QUALITY CHECK

Before confirming or issuing any booking, the employee must verify:

Air

- Passenger name
- Passport details where required
- Travel date
- Flight number
- Sector
- Departure time
- Arrival time
- Baggage
- Fare
- Taxes
- Ticketing deadline
- Fare rules
- Cancellation conditions

Hotel

- Guest name
- Hotel name
- Check-in date
- Check-out date
- Room type
- Number of rooms
- Number of guests
- Meal plan
- Cancellation policy
- Payment deadline
- Confirmation number

Booking accuracy is a critical responsibility of this position.

6. INVOICE & DOCUMENT COORDINATION

For every confirmed reservation, the employee must ensure the required client documentation is completed.

Responsibilities:

- Check booking value.
- Ensure correct client billing information.
- Coordinate/request invoice generation as per company process.
- Send invoice along with the relevant ticket/confirmation/voucher where applicable.
- Maintain booking documentation.
- Update invoice/document status in CRM.
- Ensure the client receives the correct documents without unnecessary delay.

7. CRM UPDATE

100% CRM discipline is mandatory.

Every reservation must be updated in the CRM.

The employee must maintain:

- Client name
- Passenger/guest details
- Booking request
- Flight details
- PNR
- Ticket number
- Hotel booking details
- Supplier name
- Supplier confirmation number
- Supplier rate
- Selling price
- Booking status
- Payment status
- Cancellation deadline
- Ticketing deadline
- Amendment history
- Cancellation history
- Invoice status
- Remarks
- Client communication

No confirmed or pending reservation should remain outside the CRM.

8. SUPPLIER RATE & RESERVATION RATE MANAGEMENT

The employee should maintain accurate reservation-related supplier information in the CRM/system.

This includes:

- Hotel supplier rates
- Contracted hotel rates
- B2B portal rates
- Supplier booking conditions
- Room rates
- Meal plans
- Cancellation policies
- Rate validity
- Supplier confirmation details

Where different suppliers provide the same hotel/product, the employee should compare the available rates and booking conditions before confirmation.

9. AMENDMENTS

Handle reservation amendments including:

Air

- Date change
- Flight change
- Sector change
- Name correction where permitted
- Reissue
- Fare difference
- Penalty calculation

Hotel

- Date change
- Room change
- Guest amendment
- Room quantity change
- Meal plan change
- Special request
- Extension/shortening of stay

Before processing any amendment:

Check policy → Check availability → Calculate charges → Obtain approval where required → Amend booking → Update CRM → Send revised confirmation

10. CANCELLATION & REFUND





The employee will handle reservation cancellations according to company and supplier policies.

Responsibilities:

- Check cancellation conditions.
- Check applicable penalties.
- Inform the concerned person/client of applicable charges.
- Obtain required approval.
- Cancel booking.
- Obtain cancellation confirmation.
- Update CRM.
- Update financial/invoice records where required.
- Follow up on refund status.
- Maintain complete documentation.

11. NIGHT SHIFT RESPONSIBILITY

This is an important part of the position.

The employee must be willing to work day and night shifts on a rotational basis.

During night shift, the employee may be required to handle:

- Urgent air ticket requests
- Last-minute hotel bookings
- Flight changes
- Reissues
- Cancellations
- Refund-related requests
- Hotel amendments
- Late-night arrival bookings
- Emergency reservation support
- Airline/supplier coordination

The employee must be capable of working independently without requiring constant supervision.

12. DAILY RESERVATION REPORT

The employee must maintain a daily reservation report/DSR covering:

KPI / Activity

Daily Requirement

Air Reservation Requests

100% recorded

Hotel Reservation Requests

100% recorded

Tickets Issued

100% recorded

Hotel Confirmations

100% recorded

Pending Reservations

100% tracked

Amendments

100% recorded

Cancellations

100% recorded

Refund Cases

100% tracked

Invoices

100% tracked

CRM Updates

100%

Ticketing Deadlines

100% monitored

Hotel Cancellation Deadlines

100% monitored

Supplier Follow-ups

100% completed

Urgent Bookings

Same-shift action

KPI – TRAVEL CONSULTANT RESERVATIONS KPI

Target

Booking Accuracy

98%+

CRM Update

100%

Ticketing Deadline Compliance

100%

Hotel Cancellation Deadline Compliance

100%

Confirmation Accuracy

100%

Invoice/Document Timeliness

100%

Pending Booking Follow-up

100%

Amendment Accuracy

98%+

Cancellation Processing

Within SLA

Refund Follow-up

100%

Client Response Time

Within company SLA

Supplier Follow-up

Within required timeline

Avoidable Booking Errors

Minimum / Zero tolerance

DSR Submission

100% daily

Shift Attendance

100% as per roster

GDS Operation

Independent

Online Portal Operation

Independent

Urgent Reservation Handling

Same shift

REQUIRED EXPERIENCE

2–5 years of practical experience in:

- Travel agency reservations
- Airline ticketing
- Hotel reservations
- Corporate travel
- B2B travel reservations
- Travel management company
- OTA/B2B reservation environment

Preference should be given to candidates who have actually worked on live reservations and ticketing, rather than candidates with only tourism or travel-course knowledge.

REQUIRED SKILLS

Mandatory

English Communication

- Excellent spoken English
- Excellent written English
- Skilled email writing
- Clear telephone communication

GDS

- Amadeus
- Sabre
- Travelport/Galileo

Reservation Systems

- Online airline portals
- B2B hotel portals
- Supplier extranets
- Online reservation platforms

Other

- CRM
- Microsoft Excel
- Email
- WhatsApp Business
- Basic fare calculation
- Basic reservation accounting/documentation

PERSONALITY & WORKING REQUIREMENTS

The candidate should be:

- Professional
- Well-spoken
- Fast and responsive
- Highly organized
- Detail-oriented
- Calm under pressure
- Good at multitasking
- Strong in follow-up
- Responsible
- Reliable
- Comfortable with night shifts
- Able to work independently
- Able to handle high-volume reservations
- Comfortable handling urgent travel requirements

📌 Travel Consultant (Noida)
🏢 FlyBird Tourism
📍 Noida