Destination Representative

Job Description

The Destination Representative acts as a key point of contact for TUI customers while they are on holiday at their destination. The role provides customer support, destination information, and assistance with excursions, transfers, accommodation, and holiday-related concerns. The representative works closely with hotels, local suppliers, airport teams, and TUI colleagues to ensure customers receive a high-quality holiday experience. The role requires excellent communication, problem-solving, organization, and customer service skills.

Key Responsibilities:

Welcome and assist TUI customers at airports, hotels, and other destination touchpoints.
Provide customers with accurate information about their destination and holiday arrangements.
Organize or support welcome meetings, information sessions, and customer communications.
Assist customers with hotel, transfer, excursion, and other holiday-related enquiries.
Promote and sell relevant excursions, experiences, and additional holiday services.
Handle customer complaints and resolve problems quickly and professionally.
Liaise with hotels, transport providers, excursion operators, and local partners.
Monitor accommodation and service standards and report issues to the appropriate teams.
Assist customers during operational disruptions, delays, or changes to holiday arrangements.
Maintain accurate records of customer cases, incidents, and operational activities.
Gather customer feedback and communicate relevant insights to TUI management.
Ensure all customer interactions meet TUI’s service and safety standards.