Reporting to: Commercial Support Supervisor

Department: Commercial Support Department

Location (primary): Cairo

Job Purpose:
Develop and generate accurate reports and analyses that are essential for strategic decision making of the organization especially the commercial team.

Specific duties and responsibilities:

• Develop/create reports and dashboards for use of different departments
• Proactively use data to figure out market and business trends to increase profits and efficiency.
• Manage and monitor all data projects
• Perform troubleshoot on all Business Intelligence tools and assist in resolution.
• Supervise implementation of all new software tools and systems (if any)

Skills Required:

• Good analytical skills
• Comfortable with numbers, reports, analysis
• Good knowledge in excel and other BI tools such as Tableau etc
• Excellent verbal & written English
• Willing to work on weekend/shifts

Reporting to: Client Connectivity & Optimization Manager

Department: Commercial Support

Location (primary): Cairo

Job Purpose:
Manage clients integration process in coordination with Sales and XML/technical teams.

Analyze each integration to identify areas of improvements and optimizations after go-live, ensuring that the connection is working efficiently, issues are detected and resolved immediately.

Specific duties and responsibilities:

• Client integration management from start to finish.
• Client mapping & exclusions reviews
• Products & pricing review & optimization
• Issue/challenges review & resolution
• Search optimization
• Establish rapport & close relationship with client and their tech-team
• Keep track of key metrics
• Take initiative in identifying growth opportunities

Skills Required:

• Good analytical skills
• Understands system, XML language & integrations
• Excellent verbal & written English
• Travel industry background (preferred)
• Willing to work on weekend/shifts

Key Responsibilities

• Creating procedures and policies that ensure timely payments while maintaining a high level of customer retention.
• Reconciling complex accounts that have been escalated from the AR team.
• Monitoring debtor balances to ensure a reduction in debtors DSO.
• Ensuring credit and collection policies and procedures are followed within your team.
• Liaising with customers, as well as internal personnel including the sales team.

Essential Qualifications and Experience

• University graduate from faculty of commerce or business administration.
• Minimum 2 years’ experience and up to 5 years.
• Work experience in accounts receivable, better in international company, and preferred in hospitality but not a must.
• Good command of English, reading and writing.
• Team player, hard-working and Well presented.

ONLY CANDIDATES CURRENTLY IN EGYPT will be considered for shortlisting.

Reporting to: Commercial Support Supervisor

Department: Commercial Support Department

Location (primary): Cairo

Job Purpose:
Support Commercial team on admin-related tasks including but, not limited to agency creation and login management and booking & customer analysis/reports.

Specific duties and responsibilities:

• Management of daily emails and admin requests from clients related to their accounts (login reset etc).
• Client contracts and documentation review and validation.
• Assisting in the implementation of supplier & client integrations.
• Running reports and analysis of customers, bookings, etc.

 
Skills Required:

• Excellent verbal & written English
• Travel industry background (preferred)
• Customer service background (preferred)
• Knowledge in excel (preferred)
• Willing to work on weekend/shifts

Key Responsibilities

• Manage the day to day flow of supplier contracts between Contract Managers and Data Entry.
• Review supplier contracts received to ensure that the contract has all information required to be loaded and made available for sale.
• Follow up with the Contracts Manager where a contract has inaccurate, confusing or missing information. In the absence of a Contracts Manager (out on business or leave) then follow up with the supplier directly.
• Complete the contract entry template used for loading by the Data Entry department in an accurate and efficient manner. This is to be completed for every supplier contract agreed.
• Within agreed parameters, prioritize supplier contracts sent for loading.
• Update a shared centralized contract log detailing when contracts are passed for loading to the Data Entry department.
• Assist Contract Managers with the QA process where time and workload allows.

 
Key Competencies

• Attention to Details
• Analytical skills
• Organizing and Planning Skills
• Interpersonal skills
• Communication skills
• Customer oriented

 
Essential Qualifications and Experience

• 2 to 3 years experience in a Data Entry position
• 1 year experience in a Quality Assurance position
• Possess a solid understanding of development and testing methodologies
• Able to demonstrate past experience documenting results and utilizing internal tools
• Background in hospitality or travel industry is a plus

Key Responsibilities

• Confirm bookings from allotment and framed free sale.
• Clear pending bookings which do not have a supplier reference.
• Clear on request bookings.
• Close cancelled bookings.
• Provide alternate accommodation for denied bookings.
• Respond within SLA to all customer Phone and E-mail requests.
• Liaise with Sales and Product to resolve customer issues with maximum efficiency.
• If issue is ongoing to then liaise directly with hotels and suppliers to close complaint.
• Identify and solve system errors and limitations, report to Supervisor and I.T.
• Retain and convert business via providing a high level of customer service.
• Follow up mapping and payments with the accounts department.

 
Key Competencies

• Enhanced Customer Service
• Problem solving skills
• Interpersonal skills
• Communication skills
• Team work
• Planning and organizing skills

 
Essential Qualifications and Experience

• Experience in customer service.
• Experience with an online booking system.
• Experience in the Travel or hospitality (Hotel) industry.
• Good English skills (written and verbal).
• 35 WPM Typing
• Business Fluent English communications skills
• Ability to use MS Office applications including Excel, Word, Outlook

Reporting to: Pricing Supervisor

Department: Commercial Support

Location (primary): Cairo

Job Purpose:
Manage the overall implementation, monitoring and analysis of revenue tactics of the organization and proactively recommend pricing strategies for better yielding.

Specific duties and responsibilities:

• Apply pricing/markup changes on all the platforms, as and when required.
• Monitor and analyze results of any pricing adjustments.
• Recommend pricing tactics to encourage better profitability by analyzing demand, competition etc.
• Run price comparisons.

Skills Required:

• Good analytical skills
• Good in excel  (reports and analysis)
• Pricing/revenue management background (preferred)
• Excellent verbal & written English
• Travel industry background (preferred)
• Willing to work on weekend/shifts

Reporting to: Head of Commercial Support

Department: Commercial Support

Location (primary): Cairo

Job Purpose:

A varied, creative and interesting role, the Senior Marketing Support Executive will work on several different areas within the Marketing and Brand function.

As well as having a creative edge and an attention to detail, the role involves having a keen commercial understanding and the ability to analyze data and use this to suggest future improvements, as well as a strategic approach so that we continually look at ways to make the Marketing function improve efficiency and performance.

The SMSE will also need to develop working relationships within the team as well as other departments, notably Content, Purchasing and the wider Sales and Commercial organization.

The main functions of the Marketing and Brand department are to increase awareness of WebBeds AMEA to a relevant audience, to protect the brand and to support the Sales and Commercial division to increase our Sales position.

Specific duties and responsibilities:

Email Marketing: To produce high quality, targeted, scheduled and ad-hoc email marketing campaigns. This will involve sourcing suitable content and offers, compiling the campaigns, distributing to our client base and proving analysis on campaign success to help guide future activities.

Design: To assist in production of various high quality creative and design led tasks including flyers, ads, banners, presentations, email marketing, company stationary, merchandise and more.

Report and Analysis: To develop a good knowledge and understanding of the various tools that we use within marketing (including iVector, Google Analytics, Smart Focus) in order to report on campaign success, opportunities, threats, trends and patterns and to make suggestions based on these results.

Administration and logistics: To assist with several smaller roles and responsibilities to help support the smooth running of the department. These can include monitoring email inboxes and distributing accordingly, assisting at trade shows, leading various projects, website monitoring, client facing reporting, internal reporting, protecting the WebBeds brand, etc..

Skills Required:

• Marketing background
• Excellent verbal & written English
• Good communication skills and networking ability
• Creativity skills
• Strong attention to detail
• Willing to work on weekend/shifts

Reporting to: Supplier Connectivity & Optimization Manager

Department: Commercial Support

Location (primary): Cairo

Job Purpose:

Manage suppliers’ integration process in coordination with technical teams.

Analyze each integration to identify areas of improvements and optimizations after go-live, ensuring that the connection is working efficiently, issues are detected and resolved immediately.

Specific duties and responsibilities:

• Supplier integration management from start to finish.
• Supplier mapping & exclusions reviews
• Products & pricing review & optimization
• Issue/challenges review & resolution
• Establish rapport & close relationship with supplier and their tech-team
• Keep track of key metrics
• Take initiative in identifying growth opportunities
• Overall optimization of the supplier connection

Skills Required:

• Good analytical skills
• Understands system, XML language & integrations
• Excellent verbal & written English
• Travel industry background (preferred)
• Willing to work on weekend/shifts

Reporting to: System Support Supervisor

Department: Commercial Strategy

Location (primary): Cairo

Job Purpose:
Analyze and manage system errors and technical concerns/queries of clients on all platforms and liaise & follow up with the concerned department for the resolution.

Specific duties and responsibilities:

• Management of daily emails related to technical queries and issues from clients.
• Analysis and management of errors on queue on each of the platforms.
• Assisting in the implementation of supplier & client integrations, as and when required.
• Coordinate with the concerned department for error & issues resolutions.

Skills required:

• Good analytical skills
• Understands system, XML language & integrations
• Excellent verbal & written English
• Travel industry background (preferred)
• Willing to work on weekend/shifts

Reporting to: Regional Head of Contracting

Department: FIT

Location (primary): Home based

Job Purpose:

The role of the Contracts Manager is to achieve margin targets set by the company for regions allocated. To achieve the target number and mix of hotels, with the correct prices and availability, as defined by the Head of Contracting. You will be responsible for contracting Canada experience working in this region would be ideal.

Key Responsibilities:

• Consult and agree with the Head of Contracting on the specific product requirements.
• Ensure hotels are re-contracted within specified deadlines.
• Identify ‘must-have’ hotels within a destination and contract where appropriate.
• Organize regular visits to local NY hotels to build and/or maintain relationships.
• Consult and agree with the Head of Contracting on an ongoing basis regarding deletions and additions to product.
• Negotiate added-value deals, overrides and special offers.
• Coordinate and direct the market manager to help with inventory and pricing changes
• Regularly monitor competitor pricing and availability in line with demand.
• Liaise with yield team to ensure maximum profit, communicate peak and trough dates so they can be priced appropriately.
• Advise on preferred partner hotels in the relevant destinations, negotiate exclusive deals
• Address and resolve any standard/service level issues with suppliers.
• Ensure hotels are inspected and details (photos, amenities etc) updated on a regular basis.
• Communicate destination information regarding peak dates, trade shows, visitor information etc internally.
• Register with relevant tourist boards to gain information and to increase company profile
• Assist with group placements as necessary.
• Manage the supplier relationship throughout the period of the contract, including dealing with close out requests and book out issues and liaising with relevant departments accordingly.
• Co-operate with Health and Safety team to ensure reports are completed and up to date.
• Communicate both internally and externally in a professional manner in keeping with corporate guidelines.

Essential Qualifications and Experience:

• Professional fluency in English.
• Contracting experience gained with the tourism industry.
• Able to develop and maintain strong and trusting relationship with hoteliers.
• Educated to degree level of equivalent or equivalent professional qualification.
• Strong negotiation skills, pro-active, dynamic, passionate, and a team player.
• Highly accurate with an excellent attention to detail.
• Well developed written and verbal communication skills.
• Comfortable using phone to negotiate with suppliers.
• Experience working in a fast paced and multi-cultural environment.
• Proactive, with ability to offer solutions to issues encountered.
• Personable with lots of enthusiasm and a “can do” attitude.
• Self- starter.
• Ability to use multiple systems.
• Ability to negotiate.
• Ability to work independently as well as part of the team.
• Ability to prioritise.
• Organised with impeccable attention to detail.
• Numerically astute.
• Ability to build effective working relations both internally and externally.

Reporting to: Account Development Manager

Department: Groups

Location (primary): Edinburgh

Job Purpose:

• The principle function of this role is to take responsibility for the growth of existing customers and converting opportunities generated by the sales team.
• The re-contracting process for group series occurs both seasonally and annually with new and existing customers. With your existing knowledge of the client’s products, you will have clear development plans for the following season and expand our penetration with the customers within your source market.
• You will develop relationships and become the principal point of contact for a number of our existing and prospective clients.
• In addition, this role takes total responsibility for the qualifying, quoting, and conversion of ad-hoc groups.

Key Responsibilities:

• Be up-to-date with planning cycles and provide the right products and prices within client deadlines
• Become familiar with the markets for which you are responsible for: who are the competitors, expectations, how they work, etc.
• Have a strategic focus on how you can grow existing clients and each out to new/prospective one
• Ensure that you deliver on your key targets including: quote turnaround times, conversion levels on enquiries, % return on offer and after travel sales calls
• Qualify all new enquiries and follow-up verbal contact as soon as possible
• Work closely with the Customer Delivery Manager to ensure converted business is handed over in an accurate and timely manner
• Follow correct quoting procedure and be aware of which hotels to promote replace with something about key product knowledge?
• Be commercially aware to protect margin and look to maximise returns
• Be clear at all times on how performance is against target
• Adhere to the pricing policy
• Provide scanned images, brochure material when required
• Visit clients abroad and within the UK as and when required
• Organise and accompany clients, potential clients on FAM Trips, inspection trips.
• Create regular promotions & special offers to be sent to existing, potential customers for which you have responsibility for developing
• Assist the Customer Delivery and Product teams should the need arise, cross-training will be provided
• Be a team player and support your colleagues
• Assist with product development by being constantly aware of new products by:
  • Keeping abreast of new hotels, entrances or events that arise
  • Making use of the current range of contracted services
  • Responding to demands by customers or sales staff and communicating this clearly to the product team

Key Measures:
To be confirmed at appointment depending on role.

Essential Qualifications and Experience:

• A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet
• Hospitality or Tourism Industry experience
• Professional fluency in English
• Exceptional customer service and results driven
• Highly accurate with an excellent attention to detail
• Well-developed written and verbal communication skills
• Ability to make decisions and to work on own initiative and in a team
• Good communication, presentation and negotiation skills
• Excellent organisational skills

Desirable

• Tourism related degree
• Sales experience with a travel agency or tour operator

Job Purpose:

• The overall task and responsibility of the holder of this function is to generate revenue by achieving contracting targets and exploring new business opportunities in accordance to guidelines, standards and strategies of the company in the assigned area.
• Work closely with the Head of Contracting to ensure that revenue from the designated territory meets or exceeds the planned budget.
• Propose & implement contracting strategy within territory in conjunction with management & in line with overall company goals.
• Generate business from direct contracts / 3rd party suppliers.

 
Key Responsibilities:

• Expand hotel portfolio identifying and analyzing new opportunities and leading the negotiation process for increasing revenues in the assigned destination.
• Negotiating and contracting of rates, special offers, allocation, release periods, overrides, terms and conditions for hotels ensuring that existing and new contracts targets are met and maintains/grows production.
• Ensure that the product is loaded and on sale in our system, as long as assisting/ supporting with product / offers / contracts / availability etc loading and system training of hotels as required, regardless whether under his / her direct (and/or indirect) responsibility.
• Inform key stakeholders of multi-regional contracts and other relevant topics.
• Perform contracting trips to all areas within territory when required and resolve all contracting-related issues (including sales, pricing, operations, IT and credit control), internally with other departments and externally with suppliers, keeping and develop a good relationship with them.
• Representing territory at internal meetings and company at trade shows as required.
• Reporting to senior management as required.
• Specific projects as requested by senior management.

 
Essential Qualifications and Experience:

• Minimum 2-4 years of hotel contracting experience essential in the B2B / OTA / Hospitality sector.
• Fluent in verbal / written Greek / English (minimum).
• Based in Greece (preferably Athens / Rhodes / Crete)

 

• Strong commercial orientation.
• Negotiating ability at all levels of contracting operation.
• Highly developed communication and decision-making skills.
• Highly self-motivated and able to perform well under pressure.
• Strong understanding of suppliers and market dynamics.
• Strategic thinker with ability to communicate the strategy effectively.
• Ability to understand and communicate technology concepts to suppliers.
• Required to travel within territory, trade shows, internal meeting etc as needed.
• Fluency (written and spoken) in English and Greek. Any additional language will be considered as a plus.
• IT literacy (MS Office).
• Able to work from home based office.
• Strong analytical – reporting skills.
• Self motivated / targets oriented, ability to work under pressure and meet dead lines.

Reporting to: Account Development Manager

Department: Groups

Location (primary): Hammersmith, London

Job Purpose:
The principle function of this role is to take responsibility for the growth of existing customers and converting opportunities generated by the sales team.
The re-contracting process for group series occurs both seasonally and annually with new and existing customers. With your existing knowledge of the client’s products, you will have clear development plans for the following season and expand our penetration with the customers within your source market.

You will develop relationships and become the principal point of contact for a number of our existing and prospective clients. In addition, this role takes total responsibility for the qualifying, quoting, and conversion of ad-hoc groups.

Key Responsibilities:

• Be up-to-date with planning cycles and provide the right products and prices within client deadlines
• Become familiar with the markets for which you are responsible for: who are the competitors, expectations, how they work, etc.
• Have a strategic focus on how you can grow existing clients and reach out to new/prospective one
• Ensure that you deliver on your key targets including: quote turnaround times, conversion levels on enquiries, % return on offer and after travel sales calls
• Qualify all new enquiries and follow-up verbal contact as soon as possible
• Work closely with the Customer Delivery Manager to ensure converted business is handed over in an accurate and timely manner
• Be commercially aware to protect margin and look to maximise returns
• Be clear at all times on how performance is against target
• Adhere to the pricing policy
• Provide scanned images, brochure material when required
• Visit clients abroad and within the UK as and when required
• Organise and accompany clients, potential clients on FAM Trips, inspection trips.
• Create regular promotions & special offers to be sent to existing, potential customers for which you have responsibility for developing
• Assist the Customer Delivery and Product teams should the need arise, cross-training will be provided
• Be a team player and support your colleagues
• To participate in the emergency cover rota, operating outside office hours.
• Assist with product development by being constantly aware of new products by:
  • Keeping abreast of new hotels, entrances or events that arise
  • Making use of the current range of contracted services
  • Responding to demands by customers or sales staff and communicating this clearly to the product team

Key Measures:

To be confirmed at appointment depending on role.

Essential Qualifications and Experience:

• Fluent  German speaker
• A solid working knowledge of Microsoft Word, Excel,
• Outlook and the Internet
• Industry experience
• Exceptional customer service and results driven
• Highly accurate with an excellent attention to detail
• Well-developed written and verbal communication skills
• Ability to make decisions and to work on own initiative and in a team
• Excellent organisational skills

Desirable:

• Tourism related degree
• Further second language(s)
• Sales experience with a travel agency or tour operator

Reporting to: Account Development Manager

Department: Groups

Location (primary): Hammersmith, London

Job Purpose:
The principle function of this role is to take responsibility for the growth of existing customers and converting opportunities generated by the sales team.
The re-contracting process for group series occurs both seasonally and annually with new and existing customers. With your existing knowledge of the client’s products, you will have clear development plans for the following season and expand our penetration with the customers within your source market.

You will develop relationships and become the principal point of contact for a number of our existing and prospective clients. In addition, this role takes total responsibility for the qualifying, quoting, and conversion of ad-hoc groups.

Key Responsibilities:

• Be up-to-date with planning cycles and provide the right products and prices within client deadlines
• Become familiar with the markets for which you are responsible for: who are the competitors, expectations, how they work, etc.
• Have a strategic focus on how you can grow existing clients and reach out to new/prospective one
• Ensure that you deliver on your key targets including: quote turnaround times, conversion levels on enquiries, % return on offer and after travel sales calls
• Qualify all new enquiries and follow-up verbal contact as soon as possible
• Work closely with the Customer Delivery Manager to ensure converted business is handed over in an accurate and timely manner
• Be commercially aware to protect margin and look to maximise returns
• Be clear at all times on how performance is against target
• Adhere to the pricing policy
• Provide scanned images, brochure material when required
• Visit clients abroad and within the UK as and when required
• Organise and accompany clients, potential clients on FAM Trips, inspection trips.
• Create regular promotions & special offers to be sent to existing, potential customers for which you have responsibility for developing
• Assist the Customer Delivery and Product teams should the need arise, cross-training will be provided
• Be a team player and support your colleagues
• To participate in the emergency cover rota, operating outside office hours.
• Assist with product development by being constantly aware of new products by:
  • Keeping abreast of new hotels, entrances or events that arise
  • Making use of the current range of contracted services
  • Responding to demands by customers or sales staff and communicating this clearly to the product team

Key Measures:

To be confirmed at appointment depending on role.

Essential Qualifications and Experience:

• Fluent Spanish speaker
• A solid working knowledge of Microsoft Word, Excel,
• Outlook and the Internet
• Industry experience
• Exceptional customer service and results driven
• Highly accurate with an excellent attention to detail
• Well-developed written and verbal communication skills
• Ability to make decisions and to work on own initiative and in a team
• Excellent organisational skills

Desirable:

• Tourism related degree
• Further second language(s)
• Sales experience with a travel agency or tour operator

Reporting to: Director of Purchasing

Department: Purchasing

Location (primary): Kentish Town, London

Job Purpose:

There are three core aspects to the job of a Junior Contracts Manager – these are to build, grow and maintain a hotel portfolio, to secure best possible rates, conditions and inventory with suppliers, and to hit targets in a number of hotels, Revenue (BP) and Override / Marketing Fees, all within a designated area of responsibility.

Key Responsibilities:

• Negotiating and signing competitive or exclusive contracts which meet the company requirements in terms of rates, allocations, commissions and any other key contracting criteria
• Responsible for maximising contracts performance through negotiating tactical and special offers as well as making sure we have sufficient rooms to sell via use of inventory report and other available reporting tools in order to drive destination performance.
• Identify promotional opportunities within the destination(s).
• Responsible for producing destination monthly report to reflect market trends and product needs with the direction and guidance from the Regional Head in timely manner
• Monitoring and analysing production volumes to ensure adequate inventory in line with destinations targets.
• Responsible for all elements of ongoing account management and developing excellent relationship with key supplier decision maker.
• Provide administrative support to hotels, such as:
• Offer extranet training to new and existing hotels
• Upload the contracts to internal system, set contracts live and send out partnership agreements to the hotels
• Maintain the contracts filing system
• Deal with supplier queries such as accounts queries, content, reservations, etc. and follow up on queries as and when required
• Chase the hotels for renewal signatures and proposals as directed by Regional Head
• Sending offers for loading using internal procedures
• Manage the supplier relationship throughout the period of the contract, including dealing with close out requests and book out issues and liaising with relevant departments accordingly
• Regular business trips and trade fair attendance as and when required
• Use any opportunity over the phone with hotels to improve performance and competitive positioning of the company.

Level of Financial Responsibility :

Direct commercial impact (*Figures depending on the region)

Key Responsibilities:

• Revenue (BP) for assigned destination(s)
• Number of properties for the destination(s)
• Override / Marketing fees

Essential Qualifications and Experience:

• Commercial awareness in the Travel Industry
• Fluency in English and French– verbal & written
• Good Microsoft Office knowledge, especially Excel and Outlook
• Strong negotiation skills
• The ability to develop and promote long term, mutually beneficial relationships
• The ability to demonstrate skills in both business development and account management
• Ability to keep on top of multiple work flows
• Interest and predisposition to analyse data from numerous reporting sources and maintain high attention to detail
• Highly organized
• Personal effectiveness with strong communication and influencing skills
• Adaptable to different working environment for example, willing to spend time out of office or having meetings over the phone.
• Professional, credible, confident and enthusiastic
• Proactive and results driven, delivering on commitments and meeting deadlines
• Self-motivated, flexible and able to work on own initiative
• Resilient and able to perform in fast paced highly pressured environment
• Available to travel to at least 20% of time
• IT knowledge: functional level- MS office, with focus on Excel applications

Desirable:

• Educated to degree level or equivalent professional qualification
• Experience working in a multi-cultural organisation and working with people with a variety of cultures

Reporting to: Regional Head of Contracting

Department: Purchasing

Location (primary): Kentish Town, London

Job Purpose:

There are three main aspects to the role of a Market Manager -these are to provide commercial and administrative support to a team of Contracts Managers, to maximise contracts performance to ensure department targets are achieved and to build and maintain key relationships internally and externally.

Key Responsibilities:

• Responsible for managing and maintaining hotel inventory through monitoring availability and pick-up to ensure sufficient room supply in line with the business needs to include negotiating top ups and close outs directly with the hotels.
• Use different reporting tools to analyse the level of availability of a hotel / destination.
• Responsible for maximising contracts performance through negotiating tactical and special offers at hotel level under Regional Head / Contract Manager’s guidance.
• Loading of adhoc special offers where possible
• Undertaking Price comparisons for a given destination in line with Regional Head / Contracts Managers’ requests to ensure competitiveness of the contract at all times
• Provide administrative support to Contracts Managers, such as:
  • Offer extranet training to new and existing hotels
  • Upload the contracts to internal system, set contracts live and send out partnership agreements to the hotels
  • Maintain the contracts filing system
  • Deal with supplier queries such as accounts queries, content, reservations, etc. and follow up on queries as and when required
  • Chase the hotels for renewal signatures and proposals as directed by Regional Head / Contract Managers.
  • Sending offers for loading using internal procedures
• Undertake weekly destination task list as defined and agreed in conjunction with the Regional Head / Contracts Manager
• Assisting Contract Manager and the Call Centre team with book outs as and when required
• Helping Contract Manager with business development opportunities in new areas within the designated destinations as well as following up on new leads and opportunities
• Acting as first point of contact in absence of the Contract Manager.
• Use any opportunity over the phone with hotels to improve performance and competitive positioning of the company.
• Deal with any other adhoc tasks, such as report preparation, and contract drafting within the destinations as and when required.

Key Measures:

• Destination production level vs target
• Number of weekly calls to suppliers
• Adherence to weekly task completion and deadlines
• Loss reduction

Essential Qualifications and Experience:

• Commercial awareness in the Travel Industry
• Good Microsoft Office knowledge, especially Excel and Outlook
• Personal effectiveness with strong communication and influencing skills
• Comfortable using phone to negotiate with suppliers.
• Experience in working in fast paced and multi-cultural environment
• Proactive, with ability to offer solutions to issues encountered.
• Personable with lots of enthusiasm and a “can do” attitude
• Team player
• Self- starter
• Ability to use multiple systems
• Ability to negotiate
• Ability to work independently as well as part of the team
• Ability to prioritise
• Organised with impeccable attention to detail
• Numerically astute
• Ability to build effective working relations both internally and externally

Desirable:

• Travel/Hospitality Experience preferred
• Fluency in any European language

Reporting to: Regional Head of Contracting

Department: Purchasing

Location (primary): Kentish Town, London

Job Purpose:

There are three main aspects to the role of a Market Manager -these are to provide commercial and administrative support to a team of Contracts Managers, to maximise contracts performance to ensure department targets are achieved and to build and maintain key relationships internally and externally.

Key Responsibilities:

• Responsible for managing and maintaining hotel inventory through monitoring availability and pick-up to ensure sufficient room supply in line with the business needs to include negotiating top ups and close outs directly with the hotels.
• Use different reporting tools to analyse the level of availability of a hotel / destination.
• Responsible for maximising contracts performance through negotiating tactical and special offers at hotel level under Regional Head / Contract Manager’s guidance.
• Loading of adhoc special offers where possible
• Undertaking Price comparisons for a given destination in line with Regional Head / Contracts Managers’ requests to ensure competitiveness of the contract at all times
• Provide administrative support to Contracts Managers, such as:
  • Offer extranet training to new and existing hotels
  • Upload the contracts to internal system, set contracts live and send out partnership agreements to the hotels
  • Maintain the contracts filing system
  • Deal with supplier queries such as accounts queries, content, reservations, etc. and follow up on queries as and when required
  • Chase the hotels for renewal signatures and proposals as directed by Regional Head / Contract Managers.
  • Sending offers for loading using internal procedures
• Undertake weekly destination task list as defined and agreed in conjunction with the Regional Head / Contracts Manager
• Assisting Contract Manager and the Call Centre team with book outs as and when required
• Helping Contract Manager with business development opportunities in new areas within the designated destinations as well as following up on new leads and opportunities
• Acting as first point of contact in absence of the Contract Manager.
• Use any opportunity over the phone with hotels to improve performance and competitive positioning of the company.
• Deal with any other adhoc tasks, such as report preparation, and contract drafting within the destinations as and when required.

Key Measures:

• Destination production level vs target
• Number of weekly calls to suppliers
• Adherence to weekly task completion and deadlines
• Loss reduction

Essential Qualifications and Experience:

• Fluency in French preferred
• Commercial awareness in the Travel Industry
• Good Microsoft Office knowledge, especially Excel and Outlook
• Personal effectiveness with strong communication and influencing skills
• Comfortable using phone to negotiate with suppliers.
• Experience in working in fast paced and multi-cultural environment
• Proactive, with ability to offer solutions to issues encountered.
• Personable with lots of enthusiasm and a “can do” attitude
• Team player
• Self- starter
• Ability to use multiple systems
• Ability to negotiate
• Ability to work independently as well as part of the team
• Ability to prioritize
• Organised with impeccable attention to detail
• Numerically astute
• Ability to build effective working relations both internally and externally

Desirable:

• Travel/Hospitality Experience preferred

Reporting to: Regional Director of Contracting

Department: Purchasing

Location (primary): Based in London

Job Purpose:

There are three main aspects to the role of a Market Manager is to provide commercial and administrative support to a team of Contracts Managers, to maximise contracts performance to ensure department targets are achieved and to build and maintain key relationships internally and externally.

Key Responsibilities:

• Responsible for managing and maintaining hotel inventory through monitoring availability and pick-up to ensure sufficient room supply in line with the business needs to include negotiating top ups and close outs directly with the hotels.
• Use different reporting tools to analyse the level of availability of a hotel / destination.
• Responsible for maximising contracts performance through negotiating tactical and special offers at hotel level under Regional Head / Contract Manager’s guidance.
• Loading of adhoc special offers where possible.
• Undertaking Price comparisons for a given destination in line with Regional Head / Contracts Managers’ requests to ensure competitiveness of the contract at all times
• Provide administrative support to Contracts Managers, such as:
  • Offer extranet training to new and existing hotels
  • Upload the contracts to internal system, set contracts live and send out partnership agreements to the hotels
  • Maintain the contracts filing system
  • Deal with supplier queries such as accounts queries, content, reservations, etc. and follow up on queries as and when required
  • Chase the hotels for renewal signatures and proposals as directed by Regional Head / Contract Managers.
  • Sending offers for loading using internal procedures
• Undertake weekly destination task list as defined and agreed in conjunction with the Regional Head / Contracts Manager
• Assisting Contract Manager and the Call Centre team with book outs as and when required
• Helping Contract Manager with business development opportunities in new areas within the designated destinations as well as following up on new leads and opportunities
• Acting as first point of contact in absence of the Contract Manager.
• Use any opportunity over the phone with hotels to improve performance and competitive positioning of the company.
• Deal with any other adhoc tasks, such as report preparation, and contract drafting within the destinations as and when required.

Essential Qualifications and Experience:

• Commercial awareness in the Travel Industry
• Good Microsoft Office knowledge, especially Excel and Outlook
• Personal effectiveness with strong communication and influencing skills
• Comfortable using phone to negotiate with suppliers.
• Experience in working in fast paced and multi-cultural environment
• Proactive, with ability to offer solutions to issues encountered.
• Personable with lots of enthusiasm and a “can do” attitude
• Team player
• Self- starter
• Ability to use multiple systems
• Ability to negotiate
• Ability to work independently as well as part of the team
• Ability to prioritize
• Organised with impeccable attention to detail
• Numerically astute
• Ability to build effective working relations both internally and externally

Desirable:

• Travel/Hospitality Experience preferred
• Fluency in English and Italian any Balkans language would be a plus.

Reporting to: Team Leader Customer Care

Department: Operations

Location (primary): Palma

Job Purpose:
To manage all past booking cases in an effective, cost efficient and customer orientated way, to make decisions based on investigations made and to deliver excellent customer service at all times. As a senior member to lead by example to the team and offer support to both the team and the team leader as required.

Key Responsibilities:

• Acknowledge all enquires received within specified service standard requirements.
• Ensure that all requests received are investigated and a conclusion is reached within specified service standard requirements.
• Provide resolutions to cases in an effective and timely manner, maintaining a high level of service. Liaise with hotel partners in order to resolve all allocated enquiries.
• Update the reservation system / CSI module with email communication, actions taken, relevant documents received, and financial details.
• Ensure that customers are updated with the progress made, within specified service standard requirements.
• Follow up and negotiate with hotel partners where losses have been incurred and fault can be attributed to them.
• Maintain, improve and build on relationships with existing/new partners (clients and hotel partners).
• Follow the Customer Care procedures at all times. Deliver the highest level of customer service at all times.
• Deal with the general administrative duties attached to the role. Attend presentations and workshops as requested.
• Achieve targets and assist with escalated cases.
• Task distribution.
• Any other reasonable requests from the Customer Care Team Leader.

Required Experience and Knowledge:

• Travel industry and/or Call Centre experience (desirable) Experience working in a customer facing role (required) Fluency in spoken and written English (required).
• One other European language (French, German, Italian or Spanish) Accuracy, research skills and attention to detail.
• Strong communication, interpersonal and client relationship management skills. Strong negotiating and influencing skills.
• Strong analytical skills. Problem solving abilities. Team working skills.
• Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines.
• Ability to work under pressure and to tight deadlines. Willingness and ability to take ownership for decisions. Initiative to achieve the best result.
• Computer literate.
• Ability to follow through to a conclusion all tasks dealt with. Customer orientated.
• Ability to coach with patience.
• Financial awareness including budgeting skills.
• Ability to organise and plan effectively and to prioritise tasks in order to manage multiple activities and meet deadlines.
• A ‘can-do’ approach.

Reporting to: Head of Application Support

Department: IT Application Support

Location (primary): Palma

Job Purpose:

For our brilliant Application Support team, we are looking for a new colleague to join the team.

You will be supporting and helping users of our web interfaces and partners connected to our system. Our team work daily with general questions, monitoring trends and performance, investigations of issues and work to find answers and solutions both for short and long term to help our support clients in best possible way. Our IT support team is involved in all parts of our system allowing overview and understanding of the whole business process from purchasing to selling and everything in between.

A person with a technical mind who loves solving mysteries and appreciates the value of great support. We aim to find someone with excellent problem solving skills who is able to diagnose, evaluate and resolve complex problem situations, and when needed, escalate to appropriate colleagues.

This role requires good communication skills and ability to discuss any IT topic both with a technical and non- technical audiences. A high level of written and spoken English is required!

Key Responsibilities:

• Being one of the experts of our system.
• Provide exceptional technical support in person, via phone, chat and email as appropriate.
• Create and maintain documentation and knowledgebase articles
• Diagnose, evaluate and resolve complex problem situations
• Resolve tickets including troubleshooting software issues.
• Report to and work with developers to resolve bugs.
• Perform UAT on bug fixes and new development

Required Experience and Knowledge:

• At least 2 years of experience working with technical support to end users.
• Knowledge of XML, SOAP, REST or similar.
• Knowledge in querying a SQL database.
• Self-motivated and able to work well under pressure.
• Proven ability to operate and succeed in a fast paced environment with various competing priorities both independently and as part of a team.
• Excellent written and verbal communication skills
• Fluency in English, both written and spoken, is a must

Purpose of role:

• Att vägleda och ge en bra service till våra kunder före, under och efter bokningen är gjord liksom under vistelsen på hotellet, för att ge kunden en problemfri vistelse på sitt hotell.
• Att främja gott samarbete med leverantörer och hotell och att förhandla med dem om det finns problem.

 
Main Responsibilities:

• In / ut samtal från kunder.
• Boka / avboka / ändra reservationer
• Ge alltid våra kunder en bra service.
• Kommunicera med hotell, leverantörer och kunder.
• Assistera i kris situationer.

 
Required Experience and Knowledge:

• Hög nivå på både Engelska samt ett Skandinavisk språk är ett måste.
• Erfarenhet i branchen är ett plus.
• Du måste vara en serviceinriktad person som kan hjälpa våra kunder.
• Fatta beslut.
• Datakunskaper på användarnnivå
• Välutvecklade skriftliga och muntliga kommunikationsegenskaper.
• Väl organiserad.
• Du måste vara positiv och ha empati för våra kunders behov.
• Kan hantera arbete under tunga arbetsbelastningar under visa perioder.
• Kan arbeta självständigt, men samtidigt i lag.
• Hantera din tid mellan olika uppgifter.

 
Seniority Level:
Associate

Employment Type:
Full-time

Industry:
Leisure, Travel & Tourism

Job Functions:
Customer Service

Job Purpose:
Our WebBeds IT team strives to be at the leading edge of technology, developing solutions to meet the travel needs of our customers. We are on a journey to evolve our architecture into cloud native distributed services.
Our product focused delivery teams are self-contained and have end to end ownership of their product. You build it, you ship it and support it, is core to the our WebBeds IT way. We are on the hunt for exceptional developers with agile principles at your heart and a true focus on adding customer value as you craft your code solutions. You will be working in a small self-managed team consisting of developers, business analyst, QA, UI, UX and people from across the business.
We don’t expect you to just read the requirements and code, but rather understand the business and customer drivers for the feature you and your team have been asked to build. You will be empowered to challenge the status quo and come up with innovative solutions.

Key Responsibilities:

• Experience working within the travel industry, a B2B company or with high volume transactional systems will be a benefit.
• Have exposure and experience in an agile environment.
• Have a strong desire to learn and develop in more than one coding language, be open to learn and be the best you can be.
• Come up with simple solutions to complex problems; write testable, effective and communicative code.
• Be curious and passionate about your work and enjoy learning new things. Have a growth mindset.
• Don’t just be a coder. Be interested in the overall business context and creating great user experiences.
• Have some experience in Docker, and Docker orchestration systems (K8S, DC/OS, etc) or be keen to learn these … we can teach you.
• Experience in cloud technologies Google, Azure or AWS.
• Be a great communicator.

As we are on our own technical transformation journey, there is still a need to interact with our incumbent (monolithic) technology stacks so some experience in 3 tier architectures is also desired.

Essential Qualifications and Experience:

• Experience working within the travel industry, a B2B company or with high volume transactional systems will be a benefit.
• Have exposure and experience in an agile environment.
• Have a strong desire to learn and develop in more than one coding language, be open to learn and be the best you can be.
• Come up with simple solutions to complex problems; write testable, effective and communicative code.
• Be curious and passionate about your work and enjoy learning new things. Have a growth mindset.
• Don’t just be a coder. Be interested in the overall business context and creating great user experiences.
• Have some experience in Docker, and Docker orchestration systems (K8S, DC/OS, etc) or be keen to learn these … we can teach you.
• Experience in cloud technologies Google, Azure or AWS.
• Be a great communicator.

Job Purpose:

Analysis and reporting

• Collate and organise date from various date source to build a database for business reporting.
• Provide analysis of data in a summarised and meaningful format to leadership.
• Produce daily business analysis for the management team on the performance of the APAC business at the regional, country and product levels.
• Collaborate with cross-functional stakeholders to understand their business needs and formulate and provide analysis which will help provide insights into the defined business problem.
• Develop daily/weekly/monthly business review to access current business practices
• Work closely with the CCO and general managers in APAC to implement pricing on various systems and conduct analysis of profitability impact
• Work with spreadsheets and maintain a report structure to monitor and follow up on the pricing implementation. This may include variance analysis and other review that will help highlight outliers and cause for issues.
• Conducts business optimization analysis for API clients by analysing search volume, errors, and look-to-book ratio
• Other ad hoc projects as required.

Qualifications and Knowledge:

• Bachelor’s Degree in any field welcome. Preference will be given for studies in a business or analytical based field of studies.
• Demonstrated experience in data analysis. BI tools experience (eg Tableau) will be a plus.
• Expert level in Excel will be required.
• This is an entry level role that will be suitable for fresh graduates. Candidates with up to 3 years of experience are also welcome to apply.
• More importantly, candidates must have a passion for working in a dynamic environment, be open to new challenges and also have a passion for numbers and working with data.
• Lastly, the suitable candidate must have a positive working attitude with a strong sense of responsibility.

Interested candidates, please apply via APPLY NOW button.  If you are shortlisted, you will hear from us!

All personal data collected will be treated in strict confidence and used only for recruitment purposes.

Employment Type: Full Time, Permanent

Benefits: Five-day work week

Career Level: Professional

Yr(s) of Exp: 0 to 3 years

Qualification: Degree

Industry: Any

Job Function: Business Analytics

Zonal Segregation: Harbourfront, Central

Job Purpose:
WebBeds is the fastest growing B2B distributor of Hotel inventory globally. The recent acquisition of JacTravel and Destination of the World have cemented our place as the number 2 B2B accommodation provider worldwide.

We are looking for the right candidate to join our dynamic and fast growing family in Singapore. The candidate will gain in depth experience in the industry and the exposure from working closely with the APAC Leadership team as well as our offices in the APAC region.

If you enjoy working in a fast paced environment with a company that is expanding strongly in the industry, then please submit your application with us today!

This is a single contributor role and reports into the Chief Operations Officer for WebBeds APAC.

Key Responsibilities:

Responsible for the management and optimisation of our connectivity with hotel suppliers across all Webbeds platforms for the APAC region.

• Lead coordinator for APAC in the implementation of new accommodation supplier connection and related follow up. Eg working and bringing online new XML connections to our platforms or to integrate new hotels and chains to us.
• To implement new procedures for the optimisation of our connections with hotel suppliers, CRS, PMS and Channel Mangers.
• To focus on our connections with direct contracted hotels to optimisation our feel and connection.
• Facilitate the Channel Manager mapping for hotels, ensuring rates and inventory are feeding back to our system.
• To work closely with industry partners and suppliers to provide training for their connection to us and serve as point of contact for any connection related issues.
• Also to represent the region in connection related issues or projects with the other Webbeds Regions and our central technology team.Responsible for the management and optimisation of our connectivity with hotel suppliers across all Webbeds platforms for the APAC region.

To work closely with the Contracting Operations team on connectivity issues to provide holistic support to our hotel suppliers in the region.

• Co-ordinating role for all connectivity troubleshooting activities.
• To resolve connectivity related queries/cases coming from hotel partners or operation team.

To also work closely with the Commercial Technology team to ensure efficient end to end connection between our suppliers and sales channels.

Qualifications and Knowledge:

• Bachelor’s Degree in any field of studies although preference will be given for studies in the fields of Hospitality and Tourism or IT Management.
• Minimum of 5 years of experience in the managing of channel managers (eg Siteminder, EZyield) and switches (eg HBSI, Derbysoft).
• Demonstrated high level of technical understanding; specifically with regards to how connectivity works (XML).
• Experience working with OTA or hospitality systems (eg Amadeus, Sabre, Oracle Hospitality) as well as knowledge with connecting DMCs via API will be a plus.
• Candidate must have a passion for working in a dynamic environment, be open to new challenges and exposure.
• Must also be independent and mature, have a positive working attitude with a strong sense of responsibility.

Interested candidates, please apply via APPLY NOW button.  If you are shortlisted, you will hear from us!

All personal data collected will be treated in strict confidence and used only for recruitment purposes.

Employment Type: Full Time, Permanent

Benefits: Five-day work week

Career Level: Professional

Yr(s) of Exp: Minimum of 5 years of relevant experience

Qualification: Degree

Industry: Tourism / Travel Agency / IT Management

Job Function: Hospitality Technology

Zonal Segregation: Harbourfront, Central

Job Purpose:

We are looking for a professional IT specialist to join us in Singapore (APAC Head Office) to support the 13 offices we have in the region – we are still growing!

If you enjoy working in a fast paced environment with a company that is expanding strongly in the industry, then please submit your application with us today!

This is a single contributor role and reports into the Head of Administration APAC.

Key Responsibilities:

Manage and support APAC IT Infrastructure

• Procure, maintain and update user IT equipment (Laptop, printers and other corporate user devices eg)
• Procure, maintain and update user business software (MS Office, Outlook and other function specific systems eg)
• Also to maintain facilities level equipment – telecommunication system, teleconferencing setup, servers and security systems eg.
• Support the IT infrastructure portion of the employee onboarding and leaver process
• System access management for employee.
• Provide IT troubleshooting support
• Implement and maintain our IT business continuality process for the region’s team and offices.

To work closely with the Corporate IT team to implement and manage the region’s corporate IT related policies (cybersecurity, IT procurement, software/hardware usage guidelines and data privacy matters eg). Also to work as Regional Coordinator for IT projects to ensure implementation and adherence to corporate IT standards.

Manage the regional’s IT related expenditure – plan, budget, forecast and track IT related cost for the region.

Implement IT related projects for the region. Some likely projects include:

• Bringing IT equipment (hardware/software) of employee from companies that we have purchased to a common operating standards.
• Conduct cost / benefits analysis, market review and proposal to determine the best structure and plan for region IT infrastructure support.
• Setup IT related equipment and infrastructure for new or renovated offices in the region – to work with local staff or vendors.

Other ad hoc projects as required.

Qualifications and Knowledge

• Diploma or Bachelor’s Degree in an Information Technology related field. Preference will be given for studies in Computer Science, IT, or Information Communication.
• 3-5 years of experience in a similar position will be required.
• Candidate must have a passion for working in a dynamic environment, be open to new challenges and exposure.
• Must also be independent and mature, have a positive working attitude with a strong sense of responsibility.
• Some travel required to support our offices in the region.

Interested candidates, please apply via APPLY NOW button. If you are shortlisted, you will hear from us!

All personal data collected will be treated in strict confidence and used only for recruitment purposes.

Employment Type: Full Time, Permanent

Benefits: Five-day work week

Career Level: Professional

Yr(s) of Exp: 3 to 5 years

Qualification: Diploma or Degree

Industry: IT, Information Communication and system infrastructure management

Job Function: IT, Systems management

Zonal Segregation: Harbourfront, Central

Reporting to: Offline FIT Operations Manager

Department: Groups

Location (primary): Cluj Napoca

Job Purpose:

To efficiently and accurately process all offline FIT tasks successfully. To achieve maximum profits for the Company whilst maintaining the best possible relations with clients and suppliers.

Key Responsibilities:

Operations

• To ensure efficient processing of offline bookings. (Car tours within 72 hours and City breaks with 24 hours).
• To develop an understanding of rates, allocations, packages.
• To understand the needs of your clients and markets through in house information, senior staff and sales records.
• To provide emergency cover outside of office hours as agreed with the Operations Manager.

Financial

• Ensure special offers at hotels or B&B’s are utilized to secure a better return on bookings.
• To sell additional services to clients whenever possible.

Communication

• To liaise and communicate with clients in their language to establish a relationship.
• To build up relationships with key suppliers.
• To provide excellent customer service.
• To share information with colleagues to enhance team work.
• Ensure that the Manager is advised of any difficulties or complaints that occur.

Product Knowledge

• To develop a good knowledge of suppliers in UK and Ireland.
• To increase geographical knowledge of the UK and British & Irish Tourism on an on-going basis through familiarization trips and independent visits.

Person Specification:

• A solid working knowledge of Microsoft Word, Excel, Outlook and the Internet
• Well-developed written and verbal communication skills
• Ability to make decisions and to work on own initiative and in a team
• Numerical skills and common sense
• Ability to work to tight deadlines and excellent organisational skills
• Commitment to excellence in client service
• Good commercial acumen and strong negotiations skills
• Polite, willing to learn and flexible
• Experience within the tourism / hotel industry
• Geographical Knowledge
• Sales experience

Job Purpose:
To meet and increase targets by selling Motorhome rentals and auxiliary products to customers, advancing and closing the sale through inbound and outbound calls.
 
Key Responsibilities:

• Answering incoming phone enquiries and making outbound calls: you are responsible for answering incoming enquiries from customers and closing / selling to the customer. You will also contact customers via phone to sell alternative options for those who have had their first choice of vehicle declined.
• Making follow up calls: Follow up actions for calls and emails must also be accomplished promptly. You must also be well versed in Online Republic’s terms and conditions including cancellation policies with suppliers.
• Excess Refund Cover: To gain a high degree of product knowledge of the company’s multiple suppliers offering, Motorhome pricing and packages as well as excess coverage “Drive Easy” and “Protection Plus” and apply this knowledge in the sales process to best meet the customer’s needs, whilst providing excellent customer service at all times.
• Live Chat and emails, convert new booking enquiries that come through live chat, email and social media into sales. This could involve multiple points of contact of follow up with some customers.
• To actively look at ways to increase revenue and sales activity and to provide market intelligence. To keep up to date with Motorhome product and trends. To identify and cross-sell additional Online Republic products and services.
• Customer Service: Ensure a high level of customer service is provided at all times. This means you must have a high customer service ethic and formal / learned skillset and high levels of product knowledge and confidence in the advice and recommendations you are giving.
• To look for and seize opportunities to upsell auxiliary products like Drive Easy/Protection Plus, Ferries, and all-inclusive Packages in your interactions with existing customers. Make every opportunity count by ensuring incoming call inquiries for existing bookings where customer is quizzed on the advantages of taking the appropriate Excess Refund Cover.
• Ensure you are compliant, understand and follow the guidelines and process put together by Online Republic.
• To undertake any special projects &/or ad hoc assignments as required to ensure the expectations of the company are met.
• Be flexible in working hours.
• Support others in any way possible that will help the business achieve its objectives.

 
Key Measures:

• Targets are achieved or exceeded.
• Sales are advanced and closed through inbound and outbound calls.
• Service standards are achieved.
• High degree of product knowledge.
• Accurate records are kept.
• Issues are promptly highlighted and brought to the attention of your Team Leader.
• Customers are followed up with in a timely, quick and efficient manner, in line with company services standard.
• Desire to learn an up skill in your role.
• Professionally presented at all times.
• Positive feedback from managers, customers, suppliers and colleagues.
• Retention of clients and suppliers.
• Increased referrals and recommendations.

 
Development:

• Knowledge and skills are developed and maintained for competent performance in current position
• Continuously research and remain knowledgeable of industry trends and competition.
• Knowledge and skills are developed and maintained for competent performance in current position.

 
Company Standards:

• Demonstrate a high level of customer service and professionalism when dealing with clients, suppliers and other external parties, in line with company policy.
• To demonstrate integrity and the company values at all times when at work or representing the Online Republic group of brands.
• To maintain a standard of business dress commensurate with your role.

 
Essential Qualifications and Experience:

• Microsoft Office Outlook, Word; and Excel to an intermediate level.
• Minimum of 1 years’ work experience.
• Driven and motivated to meet and exceed sales targets.
• Excellent ability to build rapport with customers, answer questions skilfully and identify customer needs, whilst effectively providing a vehicle solution back to them, and closing the sale.
• Able to work under pressure and identify and manage stress, or seek appropriate support.
• To have a passion for excellence and achievement.
• Able to develop a strong knowledge and understanding of products, including key benefits to the customer.
• Positive attitude.
• Proven ability to meet targets.

 
Desirable:

• Experience in a sales role.
• Proven ability to meet sales targets.
• To speak another European Language.
• Communicates effectively with all parties.
• Willingness to adapt and learn new skills to grow personally and professionally within the company.

Reporting to: Compliance and Quality Coach

Department: Sales

Location (primary): Cluj Napoca

Job Purpose:

To ensure customers receive high levels of customer care in regards to their experience by observing, scoring, analysing and reporting on customer interactions to ensure an acceptable level of compliance and quality is achieved in line with business requirements.

Key Relationships:
Sales Manager, Insurance Manager and Reservations, Insurance and Compliance teams.

Key Responsibilities:

Compliance

• Provide regular analysis of all reservation staff communication with regard to compliance as agreed with Insurance Manager and in keeping with legislative and company guidelines.
• First point of contact for compliance queries from local team leaders and reservation staff
• Provide feedback as soon as possible to call centre staff, Team Leaders and Insurance Manager where required, verbally and in writing.
• Assist Insurance Manager with compliance audit in conjunction with underwriters and cover holders
• Use initiative to suggest improvements and enhancements to raise adherence to compliance
• Show an understanding of the wider implications Compliance can have to the business and use initiative and flexibility to prioritise their actions as appropriate.

Quality 

• Provide regular analysis of all reservation staff communication with regard to quality as agreed with Sales Manager.
• Provide feedback as soon as possible to call centre staff, Team Leaders and Sales Manager where required.
• Suggest enhancements to sales process which will increase quality.
• Identify drivers of customer satisfaction and develop enhancements to call sales process.

Person Specification:

• Strong command of English and French and, ideally, also German.
• Strong communication skills, including excellent listening skills.
• Ability to prioritize your workload.
• Ability to learn and operate in house systems efficiently.
• Proven exceptional customer service.
• Understanding of the value and importance of consistent compliance adherence and quality assurance.
• Ongoing professional and personal development.
• Minimum of 2 years’ work experience in contact centre or customer service, ideally in the insurance industry.
• Agile, Smart, Passionate, Integrity, Respect, Excellence
• Driven and motivated.
• Strong attention to detail.
• Willingness to adapt and learn new skills to grow personally and professionally within the company.
• Communicates effectively with all parties.
• Able to work well autonomously and on repetitive tasks.
• Initiative and positive attitude.
• Excellent communicator – verbal and written.
• Results oriented.
• Able to work under pressure and identify and manage stress, or seek appropriate support.
• Strong planning and organizing skills.
• Great rapport builder and develops trust.
• Decision making and problem solving skills.
• Knowledge of reporting on quality and compliance
• Extensive knowledge of effective sales techniques
• Experience as a Compliance and/or Quality analyst or coach.

Job Purpose:
To effectively manage clients and partners (internal and external) enquiries, complaints and issues, ensure to keep all the time customer satisfaction at the core of every decision and behavior. Interact with customers by phone and email to provide and process information in response to their requests and concerns about our products and services.
 
Key Responsibilities:

• Control a call through effective communication technique – call management.
• Build customer relationship by listen actively, question appropriately and by providing update and feedback.
• Adapt to and handle changing situations and environments.
• Resolve conflicting situations by using effectively the interpersonal skills.
• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• Maintain calm and the appropriate mental state in case situations and emotions escalate to a higher level – manage stress.
• Multitasking. Manage multiple priorities and assignments (tasks) simultaneously (eg. Receiving client information over the phone while inputting or searching data on the system).
• Use effectively the available time and resources to address and finalize the tasks and customer / partner request, issues and enquiries – time management.
• Acknowledge all enquires and requests received within specified service standard requirements.
• Negotiate effectively.
• Organize information and data. Ability to assemble and maintain data in a logical file system that can be accessed by you or others at any given time.
• Input data into systems and documentation.
• Keep clear evidence of losses occurred due to internal reasons and report to management.
• Offer support and guidance to coworkers.
• Be able to work effectively with others and contribute to team task accomplishments.
• Ability to solve problems. Identify root causes by asking the appropriate questions and apply intervention to address them.
• Undertake other tasks and projects as and when required.
• Supervise and manage the task distribution as and when required.

 
Experience, Qualifications, Training requirements:

• Travel industry and/or Call Centre experience (desirable).
• Experience working in a customer facing role (required).
• Fluency in spoken and written in English and French

 
Knowledge. Skill, Behavioural requirements:

• Strong communication, interpersonal and client relationship management skills.
• Good negotiating and influencing skills.
• Accuracy, research skills and attention to detail.
• Ability to anticipate and solve problems.
• Team working skills.
• Stamina and persistence.
• A “can do” approach.
• Ability to organize and plan effectively and to prioritize tasks in order to manage multiple activities and meet deadlines.
• Ability to work under pressure and to tight deadlines.
• Willingness and ability to take ownership for decisions.
• Initiative to achieve the best result.
• Computer literate. Basic knowledge of computer usage: Windows applications, email and internet. Learn the company internal software use.

 
Level of financial responsibility:

• You will have financial authority (up to agreed limits) for decision making in relation to booking rates and agent markup rates.

 
Key measures:

• Trays are checked each day to ensure that active work has been actioned according to the specified service standards.
• Monthly scorecards, performance metrics and objectives are set aligned with the business need and requirements.
• All enquiries and requests are acknowledged within 2 hours of receipt.
• 2 hours problem solving in case of “on the spot” situations that involve relocations.
• Customers and Suppliers are updated on a daily basis as to the status of their enquiry or booking.
• A substantive response communicated to the agent within 24 hours of their original request.
• An average of 70 – 85 (can be higher) contacts to be handled on a daily bases.
• Customer feedback.
• Quality of response to enquiries and bookings – consistently demonstrating a “Here to Help” attitude through the quality of conversations with customers.
• Monthly 121 meetings with the line manager to assess the individual performance and identify areas for improvement and developmental needs. Provide and receive feedback against the agreed objectives.
• End and mid-year appraisal. A process by which a manager or consultant examines and evaluates an employee’s work behavior by comparing it with preset standards, documents the results of the comparison, and uses the results to provide feedback to the employee.

 

Apply

Job Purpose:
To resolve Content related issues in a prompt and efficient manner as directed by the Content Manager, and in accordance with requests received both internally and externally via the Content inbox

Key Responsibilities:

• Deal with daily Content folder/Inbox issues
• Maintain the photo database
• Maintain Data Import area
• Maintain Property Record area, placing hotels into the correct city district
• Update errata section within hotel records in accordance with Supplier bulletins/hotel notifications
• Maintain and update hotel records including descriptions, address fields, translations, map coordinates, star ratings, images etc. – general & CS in both systems iVector and Sun Hotels as required
• Upload translations for direct contracted hotels
• Investigate and correct any content related error and inform relevant departments
• Create new hotels, special vouchers and transfer notes as required
• Administer Ad hoc projects as they arise in both systems iVector and SunHotels
• Other duties as required

Key Measures:

• Maintain and improve the quality and integrity of top destinations on an ongoing basis by undertaking periodical checks for each destination.
• Maintain and improve the quality and integrity of all CS Hotel records on an ongoing basis, and also the records of any other top hotels as defined by the Content Manager. Ensure that as new CS records are added to iVector/ SunHotels, that these are prepared in accordance with the template and are ready to go live within the time limits agreed with the Contract Support dept.
• Ensure that all correspondence in the iv and SH Content Inbox is dealt with and resolved within agreed SLAs
• Assist in reducing losses coming from code errors/content issues
• Continuous checking and correction of the errors/duplicates existing in the database
• Maintain good relationships with all internal departments and external suppliers and ensure that their Content requirements are dealt with in a friendly and efficient manner. Measured by feedback received
• Ensure that any issues that arise and which the team leader cannot quickly resolve, are reported to the HR Manager or Content Manager as appropriate.

Essential Qualifications and Experience:

• Good verbal skills and excellent written skills in English.
• Intermediate Excel skills
• Ability to work as part of a team as well as independently.
• Effective communicator
• Ability to build effective working relationships with internal departments.
• Analytical and creative problem solving skills.
• Attention to detail
• Initiative
• Strong team player, positive, driven, flexible and adaptable.
• Is able to work under pressure and to tight timescales.
• Computer literate.

Reporting to: Team Leader – Contract Support

Department: Contract Support

Location (primary): Targu Mures

Job Purpose:
To provide administrative support to the Contract Support Team.
Ensuring efficient and accurate entry of contract information into the company database system(s).

Key Responsibilities:

• To manage the Closeouts folder/emails in an effective and accurate manner
• To manage the Revisions folder/emails in an effective and accurate manner
• Share ideas to improve current procedures and templates
• To implement revisions procedures across the company and partners
• Train new members for the revisions area on procedures and tasks
• Loading contracts in an effective and accurate manner
• Investigate bookings in an effective and accurate manner
• To add value above core duties
• Communication

Additional Tasks:

• Preparation of key reports and statistics.
• Accurate creation of different reports needed by the department
• Minimize errors rechecking complicate extra tasks
• Prioritize work load based on TL/Senior and Manager directions

Essential Qualifications and Experience:

• Administrative or travel industry background would be beneficial.
• Ability to work as part of a team as well as independently.
• Fluent verbal skills and excellent written skills in English.
• Highly organized.
• Ability to build effective working relationships with internal departments.
• Analytical and creative problem solving skills.
• Attention to detail.
• Ability to work under own initiative.
• Strong team player, positive, sincere, driven, flexible and adaptable.
• Ability to work under pressure and to tight timescales.
• Computer literate.

Reporting to: Head of Mapping

Department: Content

Location (primary): Targu Mures

Job Purpose:

• To resolve Mapping Dept. related issues in a prompt and efficient manner as directed by the Head of Mapping, and in accordance with requests received both internally and externally via email inbox
• To map any new hotels coming from third party suppliers on iVector and DOTW platforms as instructed by the manager in a timely manner

Key Responsibilities:

• Deal with Data Imports on iVector
• Maintain Data Import area
• Map new hotels on iVector and DOTW platforms as instructed by the manager
• Creating and maintaining new FTP folders including maintaining master spreadsheet and liaising with client as required
• Conduct mapping reviews for iVector, DOTW and SunHotels clients
• Request & update mapping files from suppliers on monthly basis
• Perform post import checking of auto-mapping functionality
• Adding new geography levels as requested, and mapping supplier destinations
• Seeking duplicates in iVector Other duties/adhoc request related to mapping as required
• Resolving TTI issues and Product Code Errors (PCEs)
• Geo-tree maintenance on iVector
• Mapping on other clients’ systems as required

Key Measures:

• Up to date mapping for any new hotels on iVector and DOTW platforms as instructed by the manager
• Up to date Data Imports on iVector
• Maintain and improve the quality and integrity of general system performances related to content and mapping
• Maintain and improve the quality and integrity of XML clients mapping through mapping reviews conducted and accurately communicate to the responsible Account Manager.
• Assist in reducing losses coming from code errors
• Continuous checking and correction of the duplicates existing on iVector and DOTW platforms
• Maintain good relationships with all internal departments and external suppliers and ensure that their Mapping requirements are dealt with in a friendly and efficient, measured by feedback received.

Essential Qualifications and Experience:

• Good verbal skills and excellent written skills in English.
• Intermediate Excel skills.
• Analytical and creative problem solving skills.
• Initiative
• Is able to work under pressure and to tight
• Computer literate.
• Knowledge of Microsoft office products
• Attention to detail
• Highly organized

Desirable:

• Knowledge of company systems or the travel industry.
• Ability to work as part of a team as well as independently.
• Ability to build effective working relationships with internal departments.
• Strong team player, positive, driven, flexible and adaptable.

Reporting to: Marketing Manager

Department: Commercial Support

Location (primary): Targu Mures

Job Purpose:
A varied, creative and interesting role, the Marketing Support Executive will work on a number of different areas within the Marketing and Brand function at WebBeds. As well as having creative/design skills and an attention to detail, the role involves having a keen commercial understanding and the ability to analyse data and use this to suggest future improvements. The Marketing Support Executive will report directly into the Marketing Director but will need to develop working relationships within the team as well as other departments, notably Content, Purchasing and the wider Sales and Commercial organisation.

The main functions of the Marketing department are to increase awareness of WebBeds, and the various trading brands across Europe, to a relevant audience, to protect the brand and to support the Sales and Commercial division to improve our Sales position.

Key Responsibilities:

• Email Marketing: To produce high quality, targeted, scheduled and ad-hoc email marketing campaigns. This will involve working with the Marketing Manager to source suitable content and offers, compiling the campaigns, distributing to our client base through our email platform and proving analysis on campaign success to help guide future activities.

• Design: To produce various high quality creative and design projects including flyers, ads, banners, presentations, email marketing, company stationary, merchandise and more. The WebBeds brand guidelines need to be applied and adapted based on the individual needs of each branded piece.

• Report and Analysis: To develop a good knowledge and understanding of the various tools that we use within marketing (including iVector, Google Analytics, Mailchimp) in order to report on campaign success, opportunities, threats, trends and patterns and to make suggestions based on these results.

• Administration and logistics: To assist with a number of smaller roles and responsibilities to help support the smooth running of the department. These can include monitoring email inboxes and distributing accordingly, assisting at trade shows, leading various projects, website monitoring, client facing reporting, internal reporting, protecting the WebBeds brand, etc..

Key Measures:

• Company and departmental performance against targets, objectives and budget
• Achievement of individual objectives (as agreed during induction and appraisal processes)
• Delivery of tasks in a timely fashion and to a high quality
• Managing work/project priorities which will be allocated from the Marketing Director, Marketing Managers and the Sales organisation Feedback from colleagues
• Feedback from clients
• Feedback from supply partners
• Bi-annual performance appraisal

Person specifications:

• Fluent English speaker
• Good knowledge of applications: Adobe Creative Cloud (Indesign essential), Microsoft Excel, Photoshop, Power-point,
• Knowledge and understanding of systems: IVector (not mandatory), Google Analytics, Mailchimp
• Creative and innovative outlook
• Acute attention to detail
• Highly organised
• Analytical and creative problem solving skills
• Strong communicator
• Good verbal and written skills

Job Purpose:
This role will involve test automation development from scratch & testing throughout the development life cycle. At the same time provide support to the existing test team for business as usual activities. You’ll be working in agile team; mentoring junior members in automation, building automation frameworks, deputising and supporting the testing team lead and test/development manager in all daily, weekly and monthly reporting. The team is extremely agile with a huge amount of drive.

Key Responsibilities:

• Good understanding of requirements & functional specifications.
• Creating & understanding the test plans.
• Creating & executing manual & automation test scripts.
• Successful test automation development, design, execution & maintenance for web application and web services.
• Identify & document defects during test execution by using defect management tool.
• Ability to analyse and apply a pragmatic & context driven approach to any testing.
• Participate & support business stakeholders during user acceptance testing.
• Understanding of software development life cycle & methodologies.
• Participate & mentor junior members of the team during the sprint throughout the different stages of software test cycle.
• Working with complex global e-commerce systems beneficial.
• Any experience to mobile testing would be beneficial.

Essential Qualifications and Experience:
Technical:

• 1 or 2 year experience working as senior tester.
• 1 or 2 year experience mentoring a small team of testers.
• 3 years’ minimum experience in web automation utilising existing market tools.
• Proficient in C# to be used as development language to write test scripts.
• Involvement in stakeholder management and reporting.
• Experience with BDD software such as Specflow and Gherkin.
• Experience working in a TDD Agile driven environment Scrum being the main methodology adopted.
• Experience in API / xml testing.
• Technology stack: Predominately Microsoft i.e. VB. NET, with newer development done in C# and MS SQL Server Non-technical.

Non-Technical:

• Working closely with the Product Owner, Development team, BA, Test Manager, Project Manager and Scrum Team, this role will be involved in all aspects of the development.
• Excellent verbal and written communication skills with the ability to communicate at all levels are required.
• Testing experience/background within travel industry system projects would be beneficial but not mandatory.
• Candidates should ideally have a computer science, engineering or mathematics background.

Advantageous:

• Knowledge of Selenium web driver.
• Experience of building test automation framework from scratch and maintain the framework.
• 3-5 years of Quality Assurance/Testing experience in creating and executing test automation on responsive web platforms. Any desktop & mobile platforms would be beneficial.
• Experience of working with the following technologies would be advantageous: Linux, C/C++, Java, Apache, MySQL.

Key Measures:
Quality of developments released, quality of Supplier integrations, range of KPI’s adhered to; such as release success KPI’s.

Job Purpose:

Leading the integration process with connectivity partners and identifying system challenges, managing implementation, and ensuring delivery of product within agreed timelines. Managing DI connectivity process in general, supervising the team which is responsible for technical and operational support related to DI queries & troubleshooting.

Key Responsibilities:

• Leading the integration of new hotel chains and managing the connectivity for existing Key Accounts for all WebBeds brands: Lots Of Hotels, Sunhotels ,JacTravel and DOTW.
• Working closely with hotel and switch partners for troubleshooting, providing day to day operational and technical support to DI Team in all different regions : LOH, Sunhotels, JacTravel and DOTW.
• Identify System issues, investigating the obstacles and creating the technical development plan in order to improve the connectivity for DI for each of WebBeds platform.
• Monitor the production on regular basis for connected hotels and chains in all WebBeds platform in remit using relevant production reports.
• Distinguish gaps, opportunities and take necessary actions to optimize all commercial and technical aspects to drive Room Night and Revenue performance.
• Anonymize failed bookings & examine number of transactions for WebBeds.

Key Responsibilities:

• Negotiate new contracts and contract renewals for the assigned territories and ensure to have the greatest availability with the shortest release period.
• Manage the supplier account by ensuring to get the best rate and allotments and negotiating preferred agreements as well as support supplier with any issues related to payment, rates, etc.
• Set targets with suppliers based on accounts management.
• Run allotment utilization reports, monitor current availability and adjust the allotment as required.
• Convert 3rd parties into direct business to gain more market on the specific territories.
• Liaise with the Data Entry team for any queries related to contracts or system issues.
• Support the Operations team for any overbooking, for booking related issues or other queries. Build relationship with suppliers by attending to some travel markets; get a better knowledge of their products and the market needs.
• Introduce WebBeds to new suppliers.
• Promote the use of extranet system among suppliers to encourage them to update directly any changes.
• Ensure Directconnect rates are open and updated year round.
• Build market intelligence from Sales feedback and 3rd parties system to take action on market demands.
• Run reports from 3rd parties and dynamic system data to assess hotels status and take action as required.
• Monitor type of booking and cancellation on a regular basis.

Key Competencies:

• Negotiation skills
• Customer focus
• Problem solving
• Interpersonal skills
• Communication skills
• Planning and organizing
• Team work
• Analytical skills
• Influence skills Results driven

Essential Qualifications and Experience:

• Desirable Tourism / Hotel Management degree.
• 5 years experience in the travel or hospitality industry
• 2-3 years experience with contracts negotiation
• Desirable market knowledge
• Desirable understanding of Yield / Revenue theories and techniques
• Excellent English skills (verbal and written)
• Other languages desirable Computer literate
• Must be currently based in UAE

Reporting to: Head of Commercial Strategy

Department: Commercial Strategy

Location (primary): Cairo

Job Purpose:
Strategically plan and manage all interactions with third party suppliers/partners. Manage the integration and optimization of the connections, ensuring that it is working efficiently and effectively.

Specific duties and responsibilities:

• Supplier integration feasibility analysis.
• Integration & implementation management from start to finish.
• Mapping review.
• Products & pricing review.
• Issue/challenges review & resolution in coordination with concerned teams.
• Overall connection optimization.
• Commercial review and management.

Skills Required:

• System/technical integration knowledge.
• Project management skills.
• Good communication skills.
• Good analytical skills.
• Team player.
• Willing to work on weekend/shifts.