Senior Travel Consultant

The Opportunity

We are looking for someone to join us on an adventure as a Travel Consultant in our North America sales team. A sales role with Scott Dunn involves speaking to guests over the phone to discuss their holiday requirements and building the perfect itinerary for their trip. You will be looking after the guest from the initial enquiry to once they have returned home and may be thinking about their next holiday.

The successful candidate will have previous experience of customer service, be sales driven and have first-hand experience of having visited North America and Canada. Our Travel Consultants are specialists in their field so you must have the knowledge and confidence to recommend suitable suggestions for your guests. This role is perfect for someone whose enthusiasm is infectious and who wants to share their ideas and work with some of the most exclusive properties in the US and Canada. Areas covered include but are not limited to Canada, California, the Southwest, the Rockies, New England, New York, Florida and Hawaii.

Responsibilities

• To take ownership of all aspects of selling and booking a holiday, including written and verbal quotations and holiday documentation
• To work towards individual and team sales targets and meet Key Performance Indicators
• To develop excellent product knowledge for immediate sales area but also within all areas of the Scott Dunn portfolio
• To support all marketing initiatives including brochure production, website management, email campaigns, PR and promotional events
• To meet guests on a face-to-face basis when required
• To contact guests on their return to receive feedback and create new enquiries
• To learn and become conversant with all computer software applications
• To work closely with all departments and Sales teams
• To deliver excellent guest service at all stages of booking and demonstrate the key values of Scott Dunn

Duties

The duties that derive from these responsibilities include but are not exclusive to:

• Taking responsibility for the guest journey from first contact to post travel and repeat travel
• Demonstrating excellent attention to detail and accuracy in all communication with guests
• Speaking to all guests on the phone and organising their holiday, by effectively listening to the guest and their requirements
• Inviting guests to the travel lounge when appropriate, or meeting them at their request
• Using sales skills to convert enquiries into bookings
• Responding to all enquiries in an efficient and timely manner
• Handling high volumes of guest phone calls during peak periods
• Management of invoices including handling payments, collecting guest details and organising pre-arrival information
• Completing all travel documentation within specified time frames
• Maintaining contact with guests between booking and departure date, including arranging all concierge requirements
• Recording essential data and information using Scott Dunn’s IT software
• Acting on any feedback or complaint swiftly to ensure a great guest experience, liaising with the Guest Satisfaction Executive where necessary
• Booking of guest flights and managing reservations through Travelport
• Attending all internal and external training courses
• Conducting familiarisation trips abroad and presenting back to teams and update website
• Attending trade shows, and promotional events in the UK and abroad
• Training colleagues with knowledge gained from areas visited
• Accounting for costs and margins on each booking
• Contributing to the team over and above standard sales and service requirements
• Such other duties as management may reasonably require from time to time

About you

• Sales driven with a keen eye for numbers
• Extensive North America / Canada Travel
• Enthusiastic and polite telephone manner
• Excellent attention to detail and organisational skills
• Previous experience of working with HNWIs
• Previous sales of Tailormade North America / Canada luxury holidays

Values & Behaviours

All employees must promote, understand and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know -Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail -Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring -Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location

We aim to find someone who would be office based at our premises in Hammersmith for at least 3 days a week. There will be an initial induction / training period where you may be required to attend the office daily.

Benefits

We offer very competitive salaries and a great benefits package including the following:

• 23 days annual leave plus bank holidays, rising by 1 day with each year of service (max 30)
• Contributory pension scheme
• ’Cycle to work’ scheme
• Subsidised private healthcare
• Company loyalty scheme (Travel Fund)
• Travel insurance
• Familiarisation trips
• Recognition awards throughout the year
• Social events
• 1 hour per week paid learning & development / personal growth
• Paid volunteering leave