Reservation Team Leader - Hanoi, Vietnam

• Professionally handle all internal and external inquiries to meet business needs.
• Resolve service issues promptly and satisfactorily, implementing corrective and preventive measures.
• Provide accurate and timely support to both internal and external customers.
• Maintain positive relationships with agents and overseas sales offices, offering support and identifying growth opportunities.
• Collaborate with various departments to enhance trip profitability and overall service quality.
• Utilize preferred supplier list to optimize cost efficiency.
• Implement system improvements to streamline operations.
• Monitor bookings to ensure they remain within budget.
• Generate and provide monthly reports to direct supervisor.
• Introduce and enforce policies for efficiency and compliance.
• Coordinate with the Business Development Managers to secure new series and groups.
• Ensure accuracy of costs and sell prices, addressing any discrepancies promptly.

• Lead by example in behavior, attitude, and performance.
• Provide clear, concise, and timely feedback.
• Align personally with Discova values and philosophies.
• Effectively utilize Discova Communication Systems, AM Planner, and Weekly Business Meetings with the team.
• Share information transparently to inspire all team members and key stakeholders.
• Develop personal development plans for each team member.
• Coach, mentor, and support ongoing training and development.
• Empower team members through appropriate delegations and training.
• Recruit and train new team members.
• Understand wage packages and articulate individual contributions.
• Analyze team budgets, PNLs, and financial reports.
• Develop strategies to improve business results and consider contingencies.
• Set clear expectations and consequences with follow-up.
• Encourage and assist team members to solve their own problems.
• Ensure the overall business objectives are met.
• Conduct monthly one-on-ones for performance review and feedback.
• Drive business success using the vision and business plan as a guide.
• Set and exceed daily goals/deadlines.
• Communicate daily with the team regarding individual and team sales targets.

• A degree in tourism and hospitality is an advantage.
• Fluent in both written and spoken English and local language is required and other European languages would be an advantage.
• 3+ years' experience management training or experience in leading teams in the tourism and hospitality industry is required.

• Proficient in problem-solving, with a focus on effective solutions.
• Customer-oriented, dedicated to maintaining high service standards.
• Excellent collaboration and communication skills, both written and verbal.
• Meticulous attention to detail and adept at managing time and priorities.
• Strong interpersonal and presentation abilities, adaptable across various cultures.
• Capable of working autonomously or within a team setting.
• Flexible with availability, including evenings, weekends, and early mornings, and adept at handling changing priorities and pressure.
• Willingness to travel for business purposes when necessary.
• Proficiency in all Microsoft Office applications.

Flight Centre