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About the Role
As part of our Europe and Family Resorts team, this Sales Support role will provide pivotal support across the guest booking journey, supporting the delivery of team targets, ensuring exemplary service standards are met, and adding luxurious finishing touches to holidays. The role requires strong attention to detail and a keen eye for process execution, offering a great opportunity for career development within the travel industry.
Responsibilities
- Be a core component of the team by dovetailing operational requirements with the Travel Consultant’s sales responsibilities, ensuring efficiency and accuracy.
- Organise additional elements for the holiday such as excursions, restaurants, and spa treatments in conjunction with the Travel Consultant.
- Support team KPIs and targets by assisting with guest communication post booking of a luxury holiday.
- Liaise with the Product Team on new properties and concierge requirements.
- Book ancillary elements such as car hire, room/flight upgrades, transfers, and insurance when required.
- Clearly annotate feedback in the internal database, whilst effectively handling any issues that are raised.
- Work closely with the Resort Team to ensure a smooth transition upon guest arrival.
- Work alongside the service team to meet the high level of service expected, as monitored in the after-travel Net Promoter survey.
- Ensure any complaints are reported and follow internal processes.
- Support the Travel Executive team in confirming all holiday arrangements, supplier bookings/invoices are correct and ensure guest documentation is completed to the highest standard.
- Act as a second pair of eyes, spotting discrepancies and areas for possible error.
- Obtain and accurately record all required information from guests on behalf of the Travel Consultants.
- Attend supplier meetings and training to ensure total immersion in the destinations offered, including visiting countries as part of a familiarisation trip.
Requirements
- Attention to detail and ownership of accuracy.
- Ability and desire to work in a fast-paced environment.
- Ability to relish the challenge of working towards targets and team KPIs.
- Ability to work to deadlines and prioritise effectively.
- Understanding of luxury service and guest expectations.
- Self-motivated with a proactive and positive attitude.
- Genuine passion for luxury travel would be beneficial.
- Prior experience in a customer-facing role such as a call centre, luxury retail environment, guest relations, or hospitality/airlines.
- Proficient English communication skills (written and oral).
- Competent telephone manner.
- Knowledge of ski tour operations or in-resort experience would be beneficial.
- Promote, understand, and apply Scott Dunn’s workplace values (In the know, In the Detail, Inspiring).
Skills
- Attention to detail
- Accuracy
- Process execution
- Guest communication
- Database annotation
- Problem handling
- Supplier liaison
- Documentation completion
- English communication (written and oral)
- Telephone manner
Location
- London, Hammersmith office
Work Type
- Office-based
Experience Level
- Entry-level to Mid-level
Benefits
- Career progression opportunities
- Access to internal job opportunities globally
- Personal and professional development
- Award-winning Learning and Development team
- Comprehensive familiarisation and educational trips
- Unlimited access to LinkedIn Learning
- 1 hour per week for personal development
- Commission and bonus incentive schemes
- Company loyalty scheme with personal travel fund
- 23 days annual leave plus bank holidays (rising with service)
- Monthly, quarterly, and annual recognition schemes and awards
- Opportunity to win a place at Flight Centre Travel Group's annual Global Gathering
- Subsidized private healthcare
- Contributory pension scheme
- Staff travel insurance
- 3 days of paid volunteering leave
- Access to cycle to work scheme
- Access to season ticket loan scheme
- Exclusive industry discounts for personal and work-related travel
- Share options in Flight Centre Travel Group
About the Company
- Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world.
- With offices in the UK, US, and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.
Equal Opportunity
- Scott Dunn champions equality, diversity, and inclusivity in all its forms and is a signatory of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters.
- Committed to ensuring the recruitment process is inclusive and recognizes the value of differences.
- Support or accommodations for the recruitment process can be requested by contacting recruitment@scottdunn.com.
- You do not need to meet all the requirements to apply.