REPORTING TO: NAVAN PRO TEAM LEAD
Reed & Mackay, a Strategic Travel Management and Services Company leads its field by attracting, developing, and retaining the most talented people within the industry.
Reed & Mackay has an enviable reputation for exceptional service which is delivered through placing innovative technology (exclusively available to Reed & Mackay and Navan) in the hands of outstanding people.
The main role of a Navan Pro Consultant is to build relationships and understand the needs of our clients while delivering a ‘high-touch’ service that saves clients time and drives down their total cost of travel.
Principle Responsibilities:
- Provide a dedicated, consistently high level of service to all clients tailored to their individual requirements
with a desire to always exceed client expectation. - Effectively manage your workload to meet all deadlines as required, either set by the client or within R&M
- Ability and willingness to service different client industry sectors across the wider business
- Demonstrate innovative thinking and provide a consultative approach
- To be proficient in R&M and Navan Technology, sharing knowledge with the client to ensure an allencompassing service
- To be responsible for the delivery of all air, rail, car rental, ferry, black car and charter reservations and to
advise clients on best practice utilising R&M and Navan technology
Operational Excellence:
- Manage your own full client portfolio to the highest R&M and Navan standard, demonstrating extraordinary customer service to your wider team
- Pro-actively build meaningful and long-lasting relationships both internally and externally
- Always exceed client’s expectation
- Identify and implement opportunity to add value to each booking
- Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
- Working with IFD (International Fares Desk) to proactively identify cross market and local inventory differences
- Procure the best hotel rates for clients utilising GDS and non GDS channels, as well as leveraging supplier relationships to gain the best result
- Monitor all bookings for further saving opportunities up until completion of the trip
- Utilise detailed understanding of the client policy to drive compliance whilst maximising opportunity to enhance the traveller experience
- Ability to apply a variety of fare types and ticketing methods, whilst maintaining an up-to-date knowledge of industry innovations (e.g., airline direct connect)
- Monitor all bookings for further saving opportunities up until completion of the trip
- To be proficient in all R&M and Navan Technology and to ensure knowledge is shared and maintained amongst the team
- To oversee the client experience by utilising mixed mode booking tools and to provide 1st line support for both offline/online bookings
- Demonstrate proactive thinking when providing travel solutions
Able to provide cost effective solutions across all aspects of travel - To always comply with the client policies and guidelines
- Achieve SLAs for all accounts
- Regular interaction with overseas colleagues
- Apply Quality Control procedures and processes in line with company and GREC requirements
Skills Knowledge Experience
- Exceptional telephone manner and written skills
- Demonstrate ability to make effective use of resources available to complete tasks to agreed deadlines
- Has a proven record of experience in a core business travel environment
- Fully conversant with one or all GDS systems; Sabre, Galileo, Amadeus
- Experience of mixed mode booking tools, and 1st line product support for both offline/online bookings
- Comprehensive knowledge of the travel industry and products in the market including different aircraft types and cabins
- Knowledge of Low-Cost Carriers in the market and their different products available
- Fully conversant with various rail, black car, LCC, OTA booking systems
- Have a ‘team player’ approach to an office environment
- Experience in using MS software packages
- Ability to build an exceptional rapport with all clients
- Excellent attention to detail
- Have an enthusiastic approach and willingness to learn attitude
- Independently commit to attend and complete all relevant training
- Achieve individual and team-based business objectives
