Travel Advisor

Summary

Join Belmond as a Travel Advisor and craft unique and legendary journeys for our guests. Partnering with guests from initial inspiration to post-stay follow-up, you will own the entire reservation process. You will work closely with on-property teams to ensure seamless transitions and fulfill guest preferences. Personalize each stay, accurately record guest information, and proactively suggest destinations and experiences. Manage a portfolio of VIP guests, contributing to higher guest retention rates. This fully remote position requires strong communication, sales, and organizational skills, and expertise in various systems.

Requirements

• Minimum of a Bachelors Degree and one year experience in hospitality, hotel operations or customer service
• Ability to communicate in English and Mandarin with hotel guests, suppliers, and employees to their understanding
• Excellent verbal and written skills, listening skills and questioning techniques
• Ability to multi-task under pressure in a fast-paced environment, work independently and interact within a team
• Ability to accommodate a flexible work schedule
• Understanding of the luxury hotel environment

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

Preferred Qualifications

College degree in a Hospitality major

Benefits

• Medical, dental, vision, disability, and life insurance
• 401(k) retirement savings plan
• Paid vacation and holidays
• Complimentary and preferred rate experiences at our iconic destinations
• Fully remote, work from home position