Are you an experienced Travel Consultant? Do you have experience of selling luxury travel?
We are working with an established Tour Operator who are looking for 2x River Cruise Consultants to join their Reservations / Customer Service team.
Promptly dealing with all customer interactions throughout the customer lifecycle. To maximise conversion opportunities and to deliver outstanding customer service.
Duties
- Service all enquiries professionally and efficiently.
- Ensure that the full booking process is adhered to, to ensure a smooth experience for guest, travel agent and all teams within the business involved in the delivery of each luxury river cruise holiday.
- Add and quote flights to match the guests' itinerary.
- Be an expert in our product. Keep up to date with new itineraries, new brochures, special offers etc., and make use of your opportunities to travel on board our ships.
- Maximise revenue potential of each guest by upselling and/or cross-selling where appropriate.
- Ensure guests' full details are captured and kept up to date.
- Follow up on all enquiries and quotes by phone and/or email.
- Make outbound calls from time to time to our existing guests and travel agents.
- Actively promote our offers to travel agents during your conversations with them.
- Groups & Charters
- Create new group bookings.
- Administer existing groups - updating group manifest, managing payments, allocation of tour credits.
- Follow up with the Regional Sales Managers to ensure groups are being actively promoted.
- Assist in finalising of Charters & Part Charters.
- Administration & Post-Booking
- Keep all files, booking and client records fully up to date and processed in a timely manner.
- Follow-up with adding flights to bookings out of date range.
- Manage booking and flight date moves, cancellations and refunds where required.
- Ensure presentation of all information is in accordance with company policies.
- Ensure client preferences, interests, details etc are up to date on client records.
- Create and send pre-departure documentation emails to agents and guests.
- Assist with general office duties as required.
- Customer Relations
- Attend and host ship visits, client and agent functions as required.
- Develop personal relationships with clients and suppliers.
- Assist with investigation into any Guest Relations challenges raised, bringing to a satisfactory resolution.
- Business Development
- Assist and support the business with proactive and positive suggestions and ideas.
- Be prepared to act upon and develop the proposals you make.
- Personal Development
- Respect all your fellow workers - look for and appreciate their particular talents and contributions.
- Contribute to team positively, confidently and with flexibility.
- Participate in training courses and familiarisation trips, and be prepared to present to your team as well as providing a written report where required.
- Invest in yourself: identify personal needs, ambitions and issues; suggest solutions and be prepared to act upon them.
- Cultivate a growth mindset - we are all here to develop, improve and learn.
Skills Required
- Competent user of IT in general and MS Office (Outlook, Excel, Word, Teams) in particular.
- Fast learner.
- Excellent prioritisation and organisational skills.
- Ability to think laterally and apply logical reasoning.
- Ability to work independently and autonomously on any given project.
- Team player with a passion for helping others succeed.
- A positive attitude to change.
- A willingness to develop and improve all the above skills.
- Previous experience in a sales or service role, either trade or consumer focused.
- Personal travel experience (of any kind), a passion for travel, and the ability to articulate that passion with confidence and sincerity.
- English and Maths to at least GCSE Grade C level or equivalent.
- Degree educated or other demonstrable ability to think independently, organise your own time, work to deadlines and produce a high standard of written work.
- Travel industry experience.
- Knowledge of the luxury river cruise industry.
- Previous experience using travel industry and airline/consolidator booking systems.
- Experience using Salesforce.
- A passion for luxury river cruising. (You may not have this when you join, but it will develop quickly when you do!)
Package
Salary up to 32,000 Plus Quarterly Bonus & Educational Trips
Surrey/Hybrid
Interested apply here or email (url removed) or call (phone number removed)
