Travel Administration Executive

We’re looking for a highly motivated 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:

As Travel Administration Executive, you will be responsible for handling contacts from our members or call centre ensuring that enquiries are handled in a professional manner with an exceptional level of customer service. You will be part of the Travel administration team who are responsible for ensuring reactive support to our partners and members. Your main focus will be to handle operational changes, processing reservations & amendments.

Things you will be working on:

• Advising clients on travel arrangements and becoming fully knowledgeable about the products, destinations and services offered.

• Answering calls and emails in a confident and professional manner

• Provide GDS support to agents and internal departments that require assistance in resolving issues

• Ensure all fares are checked, priced and tickets issued accurately and efficiently within the GDS

• Ensure that reservations bookings are entered correctly based on the booking placed.

• 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.

• Handle flight operational changes and assist in all crisis situations 

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

• Maintain a high standard of Customer Service through all contact areas when dealing with customer service and any pre-departure and in resort queries. 

• Take responsibility to resolve problems ensuring that issues are followed through and escalated when faced with a query that is outside the department remit.

You will bring:

• Customer service in an administration and reservation environment 

• Amadeus experience is essential 

• Excellent written and verbal communication skills, with the ability to convey information clearly and persuasively.

• Knowledge of overseas geographical regions.

• Ideally previous experience within a Tour Operator or Travel company

• Excellent written and spoken English

And you are:

• A team player, with a can-do attitude and excellent attention to detail

• Self-motivated and able to work independently

• Calm under pressure and able to use initiative

• Positive and empathetic

• Able to influence, inspire and lead to achieve objectives

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.