Flights Reservations Assistant

Posted 19 March 2024
Business Area Admin

Job description

Overview This role is based within the Hays Travel Flights Department and focused around providing a professional and expert service to the group for any scheduled flight query.


Role Summary In this role you will you will be part of a successful and friendly team who customise and provide flight itineraries to our customers. You will use product knowledge and provide excellent customer service to organise air travel arrangements via Galileo GDS. Dealing directly with our own agents we provide a support function to all our sales division who rely heavily on our expertise.

Main Responsibilities

  •          Working on Galileo GDS system to create tailor made flight itineraries via calls, e-mails and Live Chat & SmartSheet’s.
  •          Offer expertise, advice and knowledge to our customers regarding airlines and routings.
  •          Ensure our customers have a ‘one stop’ solution with their enquiries
  •          Support our customers with system support and guidance
  •          Dealing directly with the airlines if a problem arises to achieve a preferred outcome
  •          Ensure the Customer Excellence process and procedures are followed at all times


Qualifications & Experience

  •      Previous experience of working in a fast paced environment
  •      Previously worked within a customer service role
  •      Worked within a Travel Sales environment
  •      Previous experience of working on Galileo GDS


Customer Service

  •        Deliver exceptional customer service to all people
  •        To be able to communicate professionally to people on all levels in the business via live chat, emails and calls
  •        To be able to offer expert advice to customers on airlines and routings.
  •        Ensure the aspects of the Customer Excellence programme is completed in line with company expectations.



  •        Ability to use Word, Excel, & PowerPoint programmes to an advanced level
  •        Highly motivated, confident and committed
  •        Problem solving skills with a can do attitude
  •        Attention to detail and high levels of accuracy
  •        Strong administration skills with excellent time management skills
  •        Knowledge of selling systems


Team Work

  •        Enthusiastic and proactive with the ability to work independently (self - motivated) and as part of a team
  •        Ability to work effectively with people from diverse backgrounds
  •        Be flexible around the needs of the business
  •        Has worked within teams based at various locations


  •        Excellent verbal and written communication skills
  •        Ability to liaise with staff at all levels
  •        Effective motivational skills and the ability to remain positive and professional at all times



  •        Commitment to contribute to the growth of the business and the development of the team.
  •        Ensure that the Hays Travel values are demonstrated at all times and that others follow this standard



  •        To undertake any other duties that fall into the job criteria
  •        To conform with all company policies and procedures including Health & Safety
  •        To treat all employees, customers and suppliers with dignity and respect
  •        This job description is not intended as an exhaustive list of all duties and responsibilities of the post but simply reflects the key areas involved


About Hays Travel

As the UK’s largest independent travel agency, Hays Travel specialise in providing good value, quality holidays alongside excellent customer service. We work with all leading suppliers and can package holidays that include hotels, flights, cruises, tours, attraction tickets, and more. We have over 470 Branches throughout the UK and our Head Office based in Sunderland, is home to tour operator teams, finance, marketing, people/HR and IT, plus many more. We have been operating for over 40 years, and continue to grow each year.


Our values

Our SMILE values are embedded in to our Company and ensures our teams work strongly together. You and all of our colleagues will ensure that the Hays Travel values are demonstrated at all times.

  • Supportive
  • Motivational
  • Innovative
  • Loyal
  • Excellence

What it’s like to work for us?

Whichever location or department you work in, our people are always at the heart of everything we do. We offer a range of training programmes to help you progress personally and professionally, as we know the benefits of promoting and rewarding our hardworking colleagues are extremely important.

Of course, it's not all about work, we're very sociable and there are always lots of team nights-out and company parties. Plus, there are opportunities to travel abroad on educational trips, and you can also take advantage of our colleague discount when booking your own holidays.

Hays Travel is committed to safeguarding and promoting the welfare of all colleagues. As an accredited employer provider of apprenticeships, we undertake basic checks through the Disclosure and Barring Service (DBS) to ensure the safety of our apprentices for relevant roles.