Major Function:
The Reservation Staff – China Department will be responsible for the successful management of reservations and overall customer experience for China-bound travel. Managing FIT packages, group tours, and customized itineraries, you will support travel agents and direct clients in planning enriching China travel experiences — from hotel coordination and guided tours to visa guidance and on-trip support.
General Operations
- Make quotations for FIT and Group inquiries for China packages.
- Process all China travel reservations including group tours, FIT packages, and customized itineraries.
- Coordinate hotel accommodations, guided tours, domestic transportation, and optional excursions across China.
- Respond to enquiries from travel agents, corporate clients, and direct customers regarding China travel.
- Liaise with China-based ground operators, hotels, and local guides to confirm services.
- Prepare detailed itineraries, quotations, proformas, and booking confirmations.
- Assist clients with China visa application requirements and documentation guidance.
- Communicate product information, pricing, and availability updates to agents and clients.
- Provide support and assistance ensuring all China travel requirements are handled efficiently.
- Attend to customer enquiries received through emails, messengers, and phone calls.
- Attend to any request from clients at any time, including weekends, via WhatsApp or phone call.
- Maintain accurate records of all bookings, amendments, and cancellations in the system.
- Monitor group departure schedules and ensure all pre-departure documentation is in order.
- Provide destination briefings and travel tips to clients prior to departure.
- Handle post-departure follow-ups and manage any on-trip issues or emergency support.
- Keep up to date with China travel regulations, entry requirements, and health advisories.
- Proactively contact agents to maintain good relationships and increase production.
- Achieve designed revenue targets.
- All other tasks as assigned by Management.
Human Resources
- Actively participates in all team events
- Participates in training related to job
- Assists in orientation, training and other special courses when required
- Leads by example, inspires and motivates those around through enthusiasm and guides others to make decisions based on the company's values and overall direction, keeping the company's goal in mind
Policies and Procedures
- Maintains a high standard of appearance and grooming at all times
- Apply and adhere to rules and regulations, departmental and company's policies and procedure
- Handles any guests / travel agent complaint in a professional manner
- Practices proper telephone and email etiquette with co-employees and partners
- Ensures all activities are carried out honestly, ethically and within the parameters as per company policies and procedures.
Health and Safety
- Maintains highest level of personal hygiene at all times
- To ensure that company and statutory hygiene standards are maintained in all work areas
- To be fully aware about all health and safety, fire and emergency procedures
- Responsible to report any potential hazardous situations within the work place
- The above areas, responsibility and activities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as detailed description of all the work requirements that may be inherent in the job
Working Conditions
Head Office / Remote (as applicable)
Job Qualifications and competencies
- Personable, approachable, professional, and passionate about China travel.
- Proficiency in Mandarin Chinese (spoken and written) is highly preferred.
- Good knowledge of China's major destinations, attractions, and logistics.
- Minimum 1 year of experience in a travel reservations or operations role.
- Diploma or Bachelor's degree in Tourism, Travel Management, or a related discipline.
- Ability to converse fluently in English; Mandarin and additional languages are a strong advantage.
- Flexible with availability — the operation may require evening and weekend support.
- Exceptional verbal and written communication skills with close attention to detail.
- Proficient in Microsoft Office (Word, Excel, Outlook); experience with reservation systems is an advantage.
- Expert in phone and email customer service.
- Driven to succeed, enjoys a challenge, and motivated to achieve revenue goals.
- Friendly, professional, and welcoming manner.
