Tourhub Specialist

Job no: 532958

Brand: Discova

Work type: Full time

Location: Hanoi, Vietnam

Categories: Commercial

ABOUT THE OPPORTUNITY

Join Discova's TourHub team and become part of a passionate group dedicated to delivering exceptional travel experiences. In this role, you'll support Tailormade Experts and agency partners through seamless booking administration, customer support, and sales coordination. You'll play a key role in ensuring every booking is managed accurately, efficiently, and with outstanding attention to detail, helping drive customer satisfaction and business success.

KEY RESPONSIBILITIES

• Support Tour Operator and Tailormade operations through booking administration, documentation, customer support, and operational coordination.
• Manage inbound enquiries and route requests to the appropriate teams.
• Export and review pre-departure reports to ensure logistics are confirmed and completed within required timelines.
• Support concierge services, including reservation processes, payments, booking amendments, and customer communication.
• Coordinate with reservations teams to ensure all booking components are confirmed and documentation is issued within company guidelines.
• Monitor balance payments and ensure compliance with partner terms and conditions.
• Review OTA bookings to ensure all elements are accurately confirmed.
• Support sales teams with discrepancy reporting and issue resolution.
• Coordinate administrative activities with internal stakeholders including IT, Finance, and operational teams.
• Identify opportunities to improve processes, systems, and standard operating procedures.
• Process quotes and convert bookings through agency portals, email, CRM systems, and telephone channels.
• Accurately upload itineraries and booking details into relevant systems.
• Communicate logistics, payment information, and travel details with agency partners.
• Assist with simple quotations, transfers, tours, and short itineraries.
• Provide cover and case support for Tailormade Experts during leave periods.
• Maintain a high level of accuracy across all internal and external documentation.
• Participate in training programs covering products, destinations, suppliers, and operational updates.
• Share knowledge and support training initiatives across the TourHub network.
• Stay informed on industry trends, destinations, suppliers, and customer preferences.
• Work closely with Tailormade Experts to continually develop destination knowledge.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

EXPERIENCE & QUALIFICATIONS

• Minimum 1 year's experience in tourism, travel, or inbound tourism.
• Fluent written and spoken English.
• Additional European language skills are advantageous.
• Advanced computer skills and confidence learning new systems.
• Proficiency with Microsoft Office applications.
• Experience using CRM systems and online booking platforms is advantageous.
• Strong customer service and communication skills.
• Excellent organisational and multitasking abilities.
• High attention to detail and accuracy.
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving skills and solution-focused mindset.
• Willingness to travel for business when required.

What You Will Enjoy

Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry

Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more

Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development

Learning & Development: Access to Learning with 24,500+ courses; individualized development pathways

Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations

Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age

Give Back: Corporate Social Responsibility program; paid parental and volunteer leave

Sustainability: We're committed to protecting the environment essential to tourism's future

About Discova

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!

#LI-MP1#DSVA#LI-Onsite

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