Remote Travel Advisor

Summary

Join us and achieve the truly exceptional as a Belmond Travel Advisor, partnering with guests to make every journey unique and legendary.

Responsibilities

• Be a true seller and champion for all Belmond products across the full portfolio and be able to accurately describe, promote and convert on any product a guest wishes to book at
• Treat every booking, rate and availability enquiry that comes into the queue as an opportunity to convert on a sale. Respond to these in a timely manner and proactively follow up until the case is fully resolved
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel
• Meet assigned conversion targets ensuring we convert on as many sales opportunities as possible
• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner
• For each and every stay, understand the guest motivation for the trip and who they are travelling with. Tailor the conversation based on these and if the guest is brand new to the Brand/Product or if they are long term loyal fan
• Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests
• Upsell- treat every reservation as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc
• Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
• Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
• Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival
• Suggest enhancements or new ways of working within the systems where a process can be improved on
• Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay