Travel Consultant

Job Title: Travel Consultant

Job Purpose:

To contribute to the growth and market presence of Cozmo Travel in Morocco by promoting and selling travel products and services, providing professional travel consultation, and delivering exceptional customer experiences.

The role involves understanding the requirements of Moroccan customers, offering competitive travel solutions, managing reservations and ticketing, and building long-term customer relationships to achieve individual and branch sales objectives.

Key Responsibilities:

Sales & Business Development

• Proactively promote and sell Cozmo Travel's products and services, including airline tickets, hotel reservations, holiday packages, travel insurance, and other travel-related services.

• Identify customer travel requirements and recommend suitable domestic and international travel solutions based on preferences and budgets.

• Achieve or exceed individual sales targets while contributing to overall branch revenue and profitability.

• Generate new business opportunities through customer referrals, repeat business, and proactive follow-ups.

• Upsell and cross-sell relevant travel products and services to maximize sales opportunities.

Travel Reservations & Ticketing

• Handle end-to-end travel reservations, including flight bookings, ticket issuance, reissuance, cancellations, refunds, and itinerary modifications.

• Utilize Global Distribution Systems (GDS), particularly Amadeus, to search, book, and manage flight reservations efficiently.

• Demonstrate sound knowledge of airline fare structures, ticketing rules, baggage policies, and reservation procedures.

• Prepare customized travel itineraries, quotations, and holiday packages based on customer requirements.

• Coordinate with airlines, hotels, tour operators, and other service providers to ensure timely confirmation and delivery of travel arrangements.

• Provide customers with accurate information on destination requirements, visa documentation, travel restrictions, and other applicable travel formalities.

Customer Service & Relationship Management

• Provide professional and personalized assistance to walk-in customers, telephone inquiries, and customers contacting the branch through digital communication channels.

• Communicate effectively with customers in French, Moroccan Arabic (Darija), and English, depending on their requirements.

• Handle customer inquiries, booking modifications, complaints, and service-related concerns efficiently.

• Maintain regular follow-ups with customers before and after booking to ensure satisfaction and encourage repeat business.

• Establish and maintain strong customer relationships through excellent service, professionalism, and product knowledge.

Market Knowledge & Product Promotion

• Maintain awareness of the Moroccan travel market, customer preferences, seasonal travel patterns, and emerging travel trends.

• Stay informed about popular outbound destinations, domestic tourism opportunities, airline promotions, and holiday packages relevant to Moroccan travelers.

• Keep updated on international travel requirements, including visa procedures and entry regulations applicable to Moroccan passport holders.

• Monitor competitor offerings, market pricing, and promotional campaigns to identify opportunities for improving sales performance.

• Participate in marketing campaigns, promotional activities, and branch initiatives aimed at increasing customer engagement and market visibility.

Team Collaboration & Operational Excellence

• Collaborate with colleagues to achieve branch sales targets and deliver consistent service quality.

• Participate in product training, sales development activities, and operational meetings.

• Support team members in resolving complex travel arrangements and operational challenges.

• Identify opportunities to improve customer experience, sales conversion, and operational efficiency.

• Be flexible to work across branches or departments, where required, based on business needs and company policies.

• Perform other relevant duties assigned by Management in line with business requirements.

Dimensions:

Personal Qualities:

• Demonstrate excellent communication and interpersonal skills.
• Understand sales and negotiation skills, with a passion for building relationships and delivering exceptional customer experiences.
• Display a genuine passion for travel.
• Fluent in Arabic, English and French

Educational Qualifications

• Minimum Bac+2 qualification, preferably in Tourism, Travel Management, Hospitality, Commerce, Business Administration, or a related discipline.

• Bac+3 or higher qualification in a relevant field will be an advantage.

• IATA certification or professional training in airline ticketing and reservations is an added advantage.

Experience:

• Minimum 3 years of relevant experience in the travel and tourism industry, preferably within a retail travel agency in Morocco.

• Proven experience in airline reservations, international ticketing, and customer-facing travel sales.

• Hands-on proficiency in Amadeus GDS is strongly preferred. Experience with Galileo or Sabre will also be considered.

Language Requirements

• French: Fluent – mandatory.

• Arabic: Fluent – mandatory.

• English: Good professional working proficiency – required.

• Knowledge of additional languages will be an advantage.