Position Details
Job no: 529351
Brand: Scott Dunn
Work type: Hybrid
Location: London
Categories: Sales and Customer Service
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 through to post vacation evaluations.
Senior Travel Consultant - North America
Joining our specialist North America team, we are seeking a Senior Travel Consultant eager to create travel experiences that inspire and instil a love for travel in our guests as voracious as their own. This role involves taking ownership of all aspects of selling luxury, tailor made holidays to our discerning guests while navigating and creating experiences across North American destinations - this includes Canada, California, the Southwest, the Rockies, New England, New York, Florida and Hawaii. Depending on knowledge and experience, there may also be the opportunity to sell a smaller number of Central American countries.
Responsibilities
- Take ownership of all aspects of selling and booking a holiday, including written and verbal quotations and holiday documentation
- Contact guests on their return to receive feedback and create new enquiries
- Work towards individual and team sales targets and meet key performance indicators
- Develop excellent product knowledge for immediate sales area and within all areas of the Scott Dunn portfolio
- Support all marketing initiatives including brochure production, website management, email campaigns, PR and promotional events
- Meet guests on a face to face basis when required
- Learn and become conversant with all computer software applications
- Work closely with all departments and Sales teams
Duties
- Take responsibility for the guest journey from first contact to post travel and repeat travel
- Demonstrate excellent attention to detail and accuracy in all communication with guests
- Speak to all guests on the phone and organise their holiday, by effectively listening to the guest and their requirements
- Meet guests at their request
- Use sales skills to convert into bookings
- Respond to all enquiries in an efficient and timely manner
- Handle high volumes of guest phone calls during peak periods
- Manage invoices, including handling payments, collecting guest details and organising pre arrival information
- Complete all travel documentation within specified time frames
- Maintain contact with guests between booking and departure date, including arranging all concierge requirements
- Record essential data and information using Scott Dunn's IT software
- Act on any feedback or complaint swiftly to ensure a great guest experience, liaising with the Guest Relations Executive where necessary
- Book guest flights and manage reservations through Travelport
- Attend all internal and external training courses
- Conduct familiarisation trips abroad and present back to teams and update website
- Attend trade shows and promotional events in the UK and abroad
- Train colleagues with knowledge gained from areas visited
- Account for costs and margins on each booking
- Contribute to the team over and above standard sales and service requirements
- Perform other duties as management reasonably requires from time to time
About You
Given this is a Senior opportunity, you will have acquired extensive tailor made travel sales experience across North America with a preference for luxury. Other key attributes include:
- Sales driven with a keen eye for numbers
- Enthusiastic and polite telephone manner
- Excellent attention to detail
- Proven organisational skills
- Previous experience of delivering exceptional customer service
Values & Behaviours
- 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
We aim to find someone who would be office based in our London, Hammersmith office.
Why work for Scott Dunn
- Career growth - We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group.
- Tools to succeed - We provide personal and professional development enabled by our award winning Learning and Development team, comprehensive familiarisation and educational trips, unlimited access to LinkedIn Learning among other platforms, as well as one hour for your own development each week.
- Recognition - We run commission and bonus incentive schemes to complement competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by one day per year of service (up to a maximum of 30).
- Celebration - With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Group's annual Global Gathering, we celebrate excellence in all forms.
- Perks - We can offer subsidised private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in house team of exclusive industry discounts for personal and work related travel, as well as share options in Flight Centre Travel Group among many added benefits.
Diversity, Equity, and Inclusion
At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.
If you require any support or accommodations as part of our recruitment process, please contact for further information or alternative application processes to support your requirement.
Apply
You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.