Role Purpose
As part of our Europe and Ski 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
We aim to find someone who would be office based in our London, Hammersmith office.
Why work for Scott Dunn
In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;
- We support your 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
- We give you the 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 amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
- We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment 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 1 day per each year of service (up to a maximum of 30).
- We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
- We provide you with a wide-range of job and industry-perks – We can offer you subsidized 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 who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!
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.
Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com 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.
