Senior Travel Consultant - North America Specialist in London

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 the way through to post-vacation evaluations. 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 involves taking ownership for all aspects of selling luxury, tailormade holidays to our discerning guests, whilst navigating and creating experiences across North American destinations – this includes Canada, California, the Southwest, the Rockies, New England, New York, Florida and Hawaii. There also may be the opportunity to sell a smaller number of countries in central America, depending on knowledge and experience.

Responsibilities

• To take ownership of all aspects of selling and booking a holiday, including written and verbal quotations and holiday documentation.
• To contact guests on their return to receive feedback and create new enquiries.
• To work towards individual and team sales targets and meet Key Performance Indicators.
• To develop excellent product knowledge for immediate sales area but also within all areas of the Scott Dunn portfolio.
• To support all marketing initiatives including brochure production, website management, email campaigns, PR and promotional events.
• To meet guests on a face-to-face basis when required.
• To learn and become conversant with all computer software applications.
• To work closely with all departments and Sales teams.

Duties

• Taking responsibility for the guest journey from first contact to post travel and repeat travel.
• Demonstrating excellent attention to detail and accuracy in all communication with guests.
• Speaking to all guests on the phone and organising their holiday, by effectively listening to the guest and their requirements.
• Meeting guests at their request.
• Using sales skills to convert into bookings.
• Responding to all enquiries in an efficient and timely manner.
• Handling high volumes of guest phone calls during peak periods.
• Management of invoices including handling payments, collecting guest details and organising pre-arrival information.
• Completing all travel documentation within specified time frames.
• Maintaining contact with guests between booking and departure date, including arranging all concierge requirements.
• Recording essential data and information using Scott Dunn’s IT software.
• Acting on any feedback or complaint swiftly to ensure a great guest experience, liaising with the Guest Relations Executive where necessary.
• Booking of guest flights and managing reservations through Travelport.
• Attending all internal and external training courses.
• Conducting familiarisation trips abroad and presenting back to teams and update website.
• Attending trade shows, and promotional events in the UK and abroad.
• Training colleagues with knowledge gained from areas visited.
• Accounting for costs and margins on each booking.
• Contributing to the team over and above standard sales and service requirements.
• Such other duties as management may reasonably require from time to time.

About You

• 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

• 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.