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.
Role Purpose
As part of our Europe and Family Resorts team, the Sales Support role will provide pivotal support across the guest booking journey; supporting delivery of team targets, ensuring our exemplary service standards are met, and adding luxurious finishing touches to the holidays. The role requires strong attention to detail and a keen eye for process execution. With the likelihood of the position leading to a sales consultant role, it’s a great opportunity for someone looking to develop their career within the travel industry.
Responsibilities
To 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, 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 the concierge requirements.
Book ancillary elements such as car hire, room/flight upgrades, transfers and insurance when required
Clearly annotating feedback in our internal database, whilst effectively handling any issues that are raised
Work closely with the Resort Team to ensure a smooth transition once they arrive.
Work alongside the service team to meet the high level of service expected, this is monitored in the after-travel Net Promoter survey.
Ensure any complaints are reported and follow our internal process
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
To 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, ownership of accuracy
An ability and desire to work in a fast-paced environment
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
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
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