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Luxury Travel Consultant
2 months ago
The Senior Travel Consultant (STC) plays a pivotal role in crafting and selling luxurious, personalized vacations within a dynamic environment, catering to affluent clients with diverse interests and preferences. This position requires a high degree of autonomy in developing bespoke itineraries, leveraging extensive knowledge of specific countries and the comprehensive product offerings of Scott Dunn.
Key Responsibilities
1. Take full ownership of the vacation sales process, including providing detailed written and verbal quotes and necessary documentation.
2. Strive to achieve both individual and team sales objectives while meeting Key Performance Indicators related to converting inquiries into bookings, gross profit, and service excellence.
3. Cultivate in-depth product knowledge within your immediate sales area and across the broader Scott Dunn portfolio.
4. Assist in marketing initiatives, including brochure creation, website management, email campaigns, public relations, and promotional events.
5. Familiarize yourself with all Scott Dunn software applications to enhance operational efficiency.
6. Collaborate closely with various departments and sales teams to ensure seamless service delivery.
7. Mentor and support team members, identifying areas for improvement and sharing best practices.
8. Assist management with special projects and team initiatives.
9. Deliver exceptional guest service throughout the booking process, embodying the core values of Scott Dunn.
Core Duties
- Manage the guest experience from initial contact through to post-travel follow-up.
- Maintain meticulous attention to detail and accuracy in all guest communications.
- Engage with guests via phone and in-person to understand their unique travel needs.
- Utilize sales techniques to convert inquiries into confirmed bookings.
- Oversee financial aspects of each booking, ensuring accurate cost and margin calculations.
- Handle a high volume of guest inquiries during peak periods efficiently.
- Ensure timely responses to all inquiries and manage invoicing, payments, and pre-arrival information.
- Complete all travel documentation within specified deadlines.
- Maintain ongoing communication with guests from booking to departure, including concierge arrangements.
- Address feedback or complaints promptly to ensure a positive guest experience.
- Conduct post-travel follow-ups to gather feedback and generate new inquiries.
- Update guest and booking information using Scott Dunn's IT systems.
- Book flights and manage reservations with minimal assistance from the Flights & Ticketing team.
- Participate in familiarization trips abroad and share insights with the team.
- Contribute to team success beyond standard sales and service expectations.
- Communicate effectively across all functions and identify personal development opportunities.
- Proactively identify areas for improvement and resolve issues independently.
Qualifications
- A minimum of 2 years' experience in luxury travel sales within the relevant product area.
- Specialized product knowledge in the sales domain.
- Strong sales orientation with a focus on numerical accuracy.
- Self-driven and capable of working independently without oversight.
- Proven ability to manage projects from inception to completion.
- Excellent written and verbal communication skills.
- High attention to detail and strong organizational capabilities.
- Demonstrated experience in delivering superior customer service.
- Ability to inspire and motivate team members through exemplary leadership.
- Understanding of team objectives and utilization of success metrics to enhance sales efforts.
Values & Culture
All employees are expected to embody and promote the workplace values of Scott Dunn, which are integral to every role. Candidates should demonstrate these values throughout the application process.
