Inbound Travel Consultant (ITO)

ATS Pacific – New Zealand - On-site

Join South Pacific's Leading Inbound Tour Operator

ATS Pacific, the Destination Management Company (DMC) division of Helloworld Travel Limited, is one of the South Pacific's leading inbound tour operators, specializing in exceptional travel experiences throughout New Zealand and the Pacific.

As part of Helloworld Travel Limited, a publicly listed and diversified travel organization, ATS Pacific offers the stability and career opportunities of a major travel group. Our businesses span wholesale leisure travel, corporate travel, destination management, air ticket consolidation, events and sports travel, sales and marketing, and more.

We are a dynamic, fast-paced and rewarding organization where our people are passionate about creating unforgettable travel experiences. No matter which division you join, you will be contributing to our mission of making every customer's journey memorable.

About the Role

Are you passionate about travel and tourism? Looking to return to the industry you love? Ready to be part of New Zealand's leading inbound tourism business?

As an Inbound Travel Consultant, you will play a key role in delivering exceptional service to international travel partners across the United Kingdom, Europe, the United States and Canada. You will collaborate with travel agents to design and manage dream holidays throughout New Zealand for their clients.

This is an exciting opportunity to broaden your horizons, work within an international environment, and develop your expertise in one of the world's most desirable travel destinations.

The Inbound Travel Consultant is responsible for managing booking requests efficiently and accurately, delivering outstanding service to trade partners, and ensuring profitability and operational excellence across all reservations.

Success in this role requires strong destination knowledge, exceptional attention to detail, commercial awareness and the ability to manage multiple priorities in a fast-paced environment.

Key Responsibilities

As an Inbound Travel Consultant, you will

• Process new bookings, amendments and cancellations efficiently, ensuring prompt turnaround times and a high confirmation rate.
• Accurately enter and manage reservations within Tourplan, including appropriate status updates, pricing, margins and coding.
• Ensure all bookings are complete, accurate and aligned with customer requirements, contractual agreements and operational standards.
• Proactively monitor and follow up pending bookings to secure supplier confirmations within required timeframes.
• Respond professionally and promptly to travel agent enquiries, offering accurate information and tailored solutions.
• Prepare and cost detailed travel quotations that meet client budgets, preferences and contractual requirements.
• Provide operational support for FIT bookings, including coverage of the after-hours emergency phone line on a rostered basis
• Liaise with suppliers to source information, obtain availability and resolve operational issues.
• Build strong relationships with travel agents, suppliers and internal stakeholders.
• Manage customer service issues effectively, ensuring timely and satisfactory resolution.
• Support and promote the Preferred Supplier Programme (PSP) to maximise commercial outcomes.
• Contribute to process improvements, product development and service enhancement initiatives.
• Participate actively in team meetings, training programs and business projects.

About You

To be successful in this role, you will ideally possess

• Previous experience in a similar role, a definite advantage
• A qualification in Tourism, Travel or Hospitality (desirable but not essential).
• Strong knowledge of New Zealand tourism products, including accommodation, activities and transport options.
• Experience working with international travel agents, particularly within UK, European and/or North American markets.
• Experience using Tourplan or similar reservations systems.
• Proficiency across Microsoft Office applications.
• Previous travel industry experience, ideally within FIT reservations or inbound tourism.
• Strong organisational skills and the ability to prioritise competing demands.
• Excellent attention to detail and high levels of accuracy.
• Outstanding written and verbal communication skills.
• A collaborative approach and ability to work effectively within a team environment.
• Fluency in English; additional European language skills will be highly regarded.
• Why Join Helloworld Travel?

At Helloworld Travel, we believe our people are our greatest asset. We are committed to providing a supportive and inclusive workplace that encourages professional development and career growth.

Employee Benefits

• Staff travel discounts.
• Opportunities for discounted family travel.
• Ongoing learning, development and upskilling opportunities.
• Opportunities to participate in famil trips.
• Career progression across a diverse range of travel businesses and disciplines.
• The opportunity to work for a leading tourism organisation with long-term financial strength and stability.
• A collaborative, supportive and inclusive workplace culture.

Equal Opportunity Employer

Helloworld Travel is an Equal Opportunity Employer and is committed to maintaining a workplace free from discrimination, bullying and harassment. All employees are expected to comply with company policies that promote respect, inclusion and a positive working environment.