Tailormade & Luxury Travel Consultant at Ten Group

Key Responsibilities

Create and book bespoke luxury itineraries for our members

• Creation of high quality, bespoke itineraries for our high value members from the initial planning stage to the post booking and welcome home. Including flights, hotels, villas, rental cars, railways, round trips, package deals, cruises, private jets, yachts, transfers, excursions, activities, and VIP ground services
• Take comprehensive and accurate travel briefs via the phone or email directly from members, agreeing realistic response times in line with company expectation
• Work with members to fully understand their travel requirements, using exceptional questioning and understanding techniques
• Commercially knowledgeable and able to ensure itineraries are both high quality and accurately and competitively priced so members receive the best possible value
• Continuously develop your knowledge through reading industry publications, networking and attending supplier training events including educational trips. Demonstrate a true passion for gaining knowledge of the places that are offered to members.
• Work with our members by telephone and email and via video consultations
• Preparation of tailor-made offers and travel documents, preparation of travel itineraries, obtaining visas and administrative processing. We would like to be seen as being always a step ahead. Anticipate questions is key.

Contribute to the expansion of our tailormade travel proposition

• Actively suggest ideas for destination guides or other editorial productions, and for offers/members benefits which the Editorial and Commercial teams can develop.
• Helping to maintain and build new relationships with hoteliers, airlines, Destination Management Companies, and tour operators. Thus, ensuring continuous growth of our travel service, by collaborating with the global travel team and ensuring your region is developing and is profitable.
• Be an ambassador for Travel at Ten, obsessed with customer service

Deliver excellent service with a positive and engaging attitude

• Engage with the member to promote Ten’s wider business and discuss the possibilities for dining, attractions, and guides, relevant to the travel request.
• Drive loyalty and repeat travel bookings and overall use of the concierge through delivering exceptional service
• Support overall business SLA’s and objectives
• Logging in to the telephone system and being readily available to take calls from members to ensure that Ten meets Service Level Agreement targets for our corporate clients.
• Be ready to help other departments within Ten where the wider requirements of the business mean that offering your support becomes a higher priority than your own immediate responsibilities within the Travel team.

Requirements
Skills and Qualifications

Industry Background and Experience

• Minimum of 3 years' experience within the Travel Industry, preferably within the luxury market
• Experience with DMCs is an advantage
• Experience of using a varied supplier base, including hotels, airlines, DMCs, and tour operators
• An understanding of booking terms and conditions / cancellation policies
• Well-travelled with a good international understanding of different destinations
• Experienced with Amadeus or other GDS system
• Proven track record of travel sales performance, high conversion, and the ability to be proactive rather than reactive
• In depth knowledge of industry regulations) and operating licenses such as IATA, ATOL which you apply accurately in your day-to-day work

Customer Service

• Passion for the member experience and service delivery standards – You are an advocate for the member, you can inspire excellence from others
• Independence - Ability to work independently with minimal supervision, be self-motivated
• Experience and confidence in handling customer complaints and feedback
• A creative thinker who is articulate, and able to relate to our members and build personal relationships. You will have a genuine rapport with our members and be the person our members trust with their most valuable and important experiences.

Performance & Communication

• Time Management - Ability to utilize the available time to organize and complete work within given deadlines
• Multitasker - Ability to juggle multiple priorities simultaneously
• Accuracy - Ability to perform work accurately and thoroughly
• Initiative, creativity and being able to ‘think outside of the box’ in their work, to ensure the needs of our members are met and exceeded at regularly
• Ability to work on shifts and weekends on rotation basis (preferred)
• Confident with excellent verbal and written communication skills (telephone and email communication) to effectively communicate with all stakeholders

Technical

• Computer Proficiency - excellent computer skills in MS Office, CRM tools, and Internet.

Teamwork

• An engaging personality with a proficient level of understanding on how to communicate to various people
• Energetic and motivated team player who enjoys a challenge