Job Description

ABOUT THE OPPORTUNITY

Join Discova's Vietnam Reservations team as an Assistant Reservation Team Leader and play a key role in delivering exceptional service to our global agents and customers. Working closely with the Reservation Team Leader, you will support daily team operations, coach Reservation Executives, monitor service quality, and help drive continuous improvement across reservations processes. This is an exciting opportunity for a reservation professional ready to develop leadership capability while contributing to a high-performing, customer-focused team.

KEY RESPONSIBILITIES

• Support and supervise a designated group of Reservation Executives to ensure service standards, accuracy, and productivity targets are achieved.
• Act as the first escalation point for complex customer, agent, or operational issues.
• Coach, mentor, and provide regular feedback to team members to support performance and development.
• Monitor booking quality, accuracy, response times, and workload distribution across the team.
• Support team members in resolving urgent or complex booking enquiries professionally and efficiently.
• Maintain positive relationships with agents and overseas sales offices.
• Collaborate with Operations, Fleet, Product, and Contracting teams to improve booking processes and service delivery.
• Support effective use of Discova systems, preferred suppliers, and operational tools.
• Identify recurring operational issues and recommend process improvements.
• Assist with the implementation of new systems, products, and procedures.
• Monitor bookings to ensure costs, selling prices, and margins are accurate and within budget expectations.
• Track pending bookings, workloads, and deadlines, taking proactive action where required.
• Escalate operational risks, errors, and service concerns appropriately.
• Support operational reporting and information gathering for business decision-making.
• Help communicate priorities, updates, and operational changes to the team.
• Foster a collaborative, supportive, and accountable team environment.
• Support performance reviews, development discussions, and ongoing training initiatives.
• Contribute to achieving service, productivity, revenue, and gross margin targets.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

EXPERIENCE & QUALIFICATIONS

• Minimum 2 years' experience in reservations or tourism and hospitality.
• Previous experience supporting, coaching, or leading team members is advantageous.
• Degree in Tourism and Hospitality is advantageous.
• Fluent written and spoken English and local language required.
• Additional European language skills are advantageous.
• Strong customer service and problem-solving skills.
• Excellent verbal and written communication skills.
• High attention to detail and strong time management capabilities.
• Ability to coach, motivate, and support team members.
• Proficiency in Microsoft Office applications.
• Ability to work collaboratively across teams and cultures.
• Comfortable working in a fast-paced environment with changing priorities

What You Will Enjoy

🎉 Culture: Join Discova and Flight Centre Travel Group—certified Great Place to Work® across multiple regions with a team culture like no other in the travel industry

🌏 Travel Discounts: Exclusive rates for you, family and friends on flights, hotels, tours, cruises, travel insurance and more

💎 Career Growth: Real opportunities across a global network of brands—we promote from within and invest in your development

🔧 Learning & Development: Access to LinkedIn Learning with 24,500+ courses; individualized development pathways

🎊 Recognition: Famous FCTG culture at Reward & Recognition events including Global Gathering and EOFY celebrations

👐🏽 Inclusive Workplace: We're an Equal Opportunity Employer welcoming diversity across race, ethnicity, religion, gender identity, sexual orientation, disability, and age

🙏🏼 Give Back: Corporate Social Responsibility program; paid parental and volunteer leave

💚 Sustainability: We're committed to protecting the environment essential to tourism's future

About Discova

As a DMC with 95% local staff, we pride ourselves on being a diverse and inclusive workplace where our people can thrive as their most authentic selves. These values are intrinsic to Discova’s DNA as a company, and we are committed to being an equitable workplace for all our employees regardless of gender identity, ethnicity, disability or sexual orientation. We welcome you to our family as you are and who you are.

To learn more about Discova and our work perks click: https://bit.ly/4hEd88H

Get in touch now and Discova a world of possibilities!

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