The Travel Sales and Front Desk Agent handles inquiries sends prompt quotations sells travel products follows up with clients reports sales tracks invoice approvals and payments and uses company in house tools for all work
Job Description: Travel Sales and Front Desk Agent
Department: Sales and Operations
Reports to: Front Desk Supervisor / Sales Manager
Role purpose
The Travel Sales and Front Desk Agent is the first point of contact for clients. The agent responds to calls and emails, prepares timely quotations, recommends suitable travel products, and manages sales follow-up, documentation, invoice approvals, and payment tracking. The role supports client satisfaction and protects company revenue by following defined turnaround times (TATs) and using the company’s in-house tools for all work.
Key responsibilities
- Handle client inquiries: Attend incoming calls and emails promptly, understand clients’ travel requirements, and provide professional, helpful service.
- Prepare quotations: Send up to three suitable quotation options within 15–30 minutes of receiving an email inquiry, where the information needed to quote is available.
- Confirm receipt and follow up: Call clients to confirm they received the quotation email, answer questions, and follow up on their decisions.
- Recommend and sell travel products: Propose and sell air and relevant non-air products, such as accommodation, transfers, tours, insurance, and other services offered by the company.
- Coordinate upselling and cross-selling: Identify relevant additional products and ask appropriate colleagues to reconnect with clients to offer them.
- Record sales promptly: Submit a complete sales report on the same day and within 12 hours of the sale, including all required transaction, client, payment, and supporting-document details.
- Maintain required documentation and payment evidence: Ensure each sale has the required supporting documents and cash or payment evidence. Do not proceed with a sale without the required documentation or payment assurance, in line with company policy.
- Track invoice approvals: Submit invoices and supporting details to Finance promptly, then follow up to ensure approval is completed on time.
- Monitor client payments: Track payments against agreed terms, follow up on outstanding balances, and maintain current payment records to support regular collections and prevent revenue loss.
- Watch for credit risks: Identify late-payment patterns and other signs of risk, flag potentially bad-paying accounts, and escalate concerns to the manager or Finance team under company procedures.
- Use company in-house tools: Use the company’s in-house tools to record and process all inquiries, quotations, sales, supporting documents, invoices, and payment follow-ups. Use of these tools is mandatory, with no exceptions based on anticipated circumstances. Avoid manual work and records at all times. If a tool issue prevents processing, escalate it promptly and follow the manager’s direction.
- Maintain accurate records: Keep client communications, quotations, bookings, sales, approvals, and payment updates complete and current in the company’s systems.
- Coordinate across teams: Work with Finance, Operations, sales colleagues, and other relevant teams to resolve client requests and complete transactions accurately.
- Meet service and process targets: Complete inquiries, follow-ups, reporting, documentation, and approval tracking within the company’s defined TATs.
Key performance measures
- Response time to calls and emails
- Time taken to send quotations
- Completion of quotation receipt calls and client follow-ups
- Conversion of inquiries into sales
- Sales of suitable air and non-air products
- Timeliness and completeness of sales reports
- Accuracy and completeness of required documentation
- Timeliness of invoice submission and Finance approval follow-up
- Payment follow-up and reduction of overdue balances
- Compliance with required in-house tools and company procedures
- Client service quality and coordination across teams
Skills and attributes
- Strong customer service, telephone, and email communication skills
- Persuasive sales and negotiation ability
- Ability to understand travel needs and recommend suitable products
- Good organization, time management, and follow-up discipline
- Accuracy and attention to detail
- Clear communication and effective coordination with clients and colleagues
- Problem-solving and sound judgment, particularly when identifying payment risks
- Integrity and care when handling client, sales, and payment information
- Ability to work efficiently under time pressure and meet defined TATs
- Willingness and ability to use company in-house tools consistently
Qualifications and experience
- Diploma or degree in Travel and Tourism, Business, Sales, or a related field is preferred.
- Experience in travel sales, a travel agency, a call centre, or another customer-facing role is an advantage.
- Familiarity with air and non-air travel products, email, spreadsheets, and booking or in-house sales systems is preferred.
