A great opportunity has arisen for a luxury Travel Consultant to join an highly established team and help take responsibility for all current and future client experiences from the moment they initially contact us through the various channels, arranging and confirming their travels, making contact upon their return, and setting up the next experience of using in-depth knowledge of the destination and personal insight . This is measured through an ability to convert enquiries into profitable sales and deliver against expectations of consistently high client satisfaction and promote repeat business.
Luxury Travel Consultant Responsibilities
• At the earliest opportunity, to contact enquiries requested a brochure with a view to nurturing this initial enquiry in to an active sales lead.
• To proactively ensure familiarity with all products developments in your region – most specially those promoted on the website, in brochures, magazines and any other marketing collateral, including special offers.
• To routinely attend product training sessions, including participating on company sponsored educational trips.
• Attend and actively participate in all learning opportunities, offering your expertise to the training team where requested in order to increase knowledge across the business.
• Complete the relevant educational pre and post trip paperwork, including the preparation and delivery of a presentation to your team and the office
• Use effective questioning techniques to effectively establish client requirements and then use your product knowledge to create a bespoke itinerary, matching these established preferences and requirements.
• Ensure that itinerary proposals, with quote, are produced and delivered to the client within 24hrs - if this is not possible, then the client must be kept up to date with progress.
• To maintain an efficient, professional and friendly relationship with the client throughout the booking process. Maintain regular contact with clients (and travel agents) to keep them informed of progress and the status of booking, including updating on developments.
• Encourage the client to complete a post-travel questionnaire, ideally resulting in at least 50% of clients doing so.
• Take responsibility for any post-travel problem solving in a professional, expedient and diplomatic manner, always looking to exceed expectations and deliver total client satisfaction.
• To work in close partnership with the Sales Manager – offering them a clear view of how many enquires are currently being worked on and allowing them the opportunity to assist and, potentially, re-distribute sales leads to the requirements of the company. It is expected that a comprehensive daily update is provided, with complete visibility of your to-do list.
Luxury Travel Consultant General Duties
• Reliably follow all company processes and procedures to ensure maximum efficiency. Additionally, you should also look to make recommendations for enhancements.
• Provide cover for absent colleagues so that service delivery to clients is seamless and maintained.
Luxury Travel Consultant Revenue & Profitability
• Proactively manage the progress of itineraries from initial quote through to bookings and repeat business - specifically following-up all itinerary proposals sent to clients to ensure maximum conversion to bookings in order to maximise revenue and profit. This involves the very deliberate application of sales techniques.
• Be aware of individual and team sales targets, always working to ensure these are achieved or exceeded.
• Maximise margin through adherence to the set margin guidelines and eliminate mistakes through the precise use of the reservations system.
• Ensure that client balance payments are received 8 weeks before departure (or as soon as practical with regard to late bookings)
• When including international air travel in an itinerary, pay particular attention to the fare rules and ticketing deadlines, always ensuring payment has been received to cover associated costs.
Luxury Travel Consultant Performance
• Collect and increase client information to ensure relevant information is retained
• Elicit and record specific reasons why a proposed trip did not result in a booking in order to learn directly from the client and use this knowledge in the future.
• Sign off the file post-travel, securing repeat business and recommendations.