Senior Travel Administration Executive

We’re looking for a dedicated and experienced Senior Travel Administration Executive to join our team in Warsaw. 

About us

Secret Escapes is one of the world’s leading members-only, online travel deals companies, offering inspiring travel experiences and hand-picked offers to over 60 million members worldwide. Operating in 10 countries across Europe, Secret Escapes continues to grow and establish itself as a world-class business, dedicated to giving our members the best range and value in luxury travel deals at low prices. Since 2014 we shape a group together with Travelist.pl– Poland’s largest portal combining the functions of a booking service and an inspiring travel magazine. 

We operate a hybrid working model where colleagues come into the office 2-3 days a week. We also offer flexible working with core hours between 10 am to 4 pm, and you have the freedom to schedule the remaining hours to suit your routine. As an inspiring travel brand, we also provide a “Work From Anywhere” scheme giving you the opportunity to work from anywhere in the world. This benefit is designed both to feed our travel passion and support parents and carers, especially during school holidays.

We’re a diverse and inclusive bunch of individuals from different backgrounds and with varied interests, but the one thing we all have in common is that we’re good people (even if we do say so ourselves!). 

The Role:

In this key role, you’ll not only handle complex travel bookings but also serve as a vital support system for your colleagues, spending approximately 50% of your time providing guidance and resolving escalations.

Things you will be working on:

• Act as a go-to expert for the team, providing hands-on support and training to junior staff on complex queries, ticketing, and reservation issues.

• Support the Team Leader by conducting proactive quality checks and monitoring of team performance to ensure adherence to company standards.

• Accurately advise clients and manage complex bookings, from initial consultation to final documentation, using the GDS and other internal systems.

• Take ownership of difficult problems and escalated issues, seeing them through to a successful resolution.

• Provide advanced GDS support, troubleshooting complex fare rules, ticketing errors, and system issues for internal departments and agents.

• Act as a key point of contact for handling flight operational changes and assisting in crisis situations, such as large-scale cancellations or natural disasters.

• Maintain an exceptional standard of customer service through all interactions over phone and email, whether handling pre-departure queries, in-resort issues, or general client correspondence.

• Amendments to existing bookings as required including, but not limited to, carrying out amendments, providing information on relevant charges, confirming bookings and calculating fare differences, requesting refunds from suppliers and reissuing tickets.

• Working closely with the customer service department for support on various types of reservation, customer queries and escalations.

Your will bring:

• Amadeus experience (essential, including complex ticketing, reissues, and fare calculation).

• Excellent written and verbal communication skills in English. It would be beneficial if you also spoke another language 

• The ability to patiently and effectively train, inspire and support other team members.

• Knowledge of overseas geographical regions.

• Ideally previous experience within a Tour Operator or Travel company

• Good knowledge of computers and MS Office

And…

• You’re a proactive self-starter who takes ownership and sees tasks through to completion.

• You consistently prioritize the customer experience and aim to exceed expectations.

• You approach challenges with a positive and can-do attitude.

• You are patient, supportive, and committed to helping others develop their skills and knowledge.

• You remain calm and effective when handling stressful or crisis situations.

• You adapt easily to changing priorities and are a positive force within the team.

• You have a sharp eye for detail and the ability to analyze information to identify trends and potential issues.

We are an equal opportunity employer

Diversity and inclusion are important to us at Secret Escapes and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent and our policies ensure that every job application and employee is treated fairly, with equal opportunity to succeed. All applicants will be considered for employment without regard to any characteristic protected by law

We love building diverse teams and welcome applications from talent across the globe. However, for this specific position, we are unable to sponsor work permits in Poland. We strongly encourage you to apply if:

• You already hold the legal right to work in Poland.

• You are eligible to secure your own independent right to work (e.g. through a non employer sponsored visa or residence title)

If you need to explore independent visa routes, we recommend checking the official website of the Polish Office for Foreigners or your local Polish Consulate for the most accurate, up to date information.