Expedition Specialist - Travel Consultant

A bit about the role: Please note: This is a telesales role, with KPI’s and STI incentives, not account management. As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime. You will embark on a 9-week orientation program to learn about our incredible guest experience that changes the way they see the world whilst also experiencing our product firsthand as part of our familiarisation trip programme. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.

You will be responsible for providing exceptional levels of service to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.

• Maintain regular contact with guests and suppliers to ensure total satisfaction on both inbound and outbound calls and emails.
• Utilize effective sales consulting techniques to understand guest needs and convert them to guests via inbound or outbound contact to reach and exceed sales targets.
• Continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues.
• Identify, escalate, and resolve any client complaints quickly and efficiently.
• Offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips.
• Handle sales calls and overflow service calls with guests to understand the guest journey in more detail and increase opportunities to enhance the guest experience.
• Enter, update, and document all guest information into the guest relationship & management (CRM) and booking systems according to standard operating procedures.

About you:

• A passionate explorer with an unquenchable enthusiasm for travel and delivering unforgettable experiences.
• An experienced travel consultant professional with proven guest service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI’s and towards sales targets.
• Good numeracy skills to understand a guest’s budget constraints, company policies, and cost drivers.
• Learning Agility: Ability to learn fast, adapt to changes, and proactively seek to continuously update knowledge of HXs’ experiences, products, and services.
• Thrive under pressure and maintain professional composure even with challenging guests.
• Possess drive and energy to reach and exceed specified sales goals.
• High guest-centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.
• Have a “can do” solution mindset and are able to multi-task.
• Demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservation systems is a plus.
• Experience with flight GDS systems is essential.
• Willing to be available for crisis training and on-call support if/when required.
• Passionate to advocate our HX Spirit and values.

Points to note:

• Hours: Working hours in general are 40 hours a week, including weekend work on a shift pattern to cover our opening hours. E.g. 8am-7pm Monday-Friday, 8am-6pm Saturday, and 9am-5pm Sunday (generally 2 in 4 weeks).
• Position is phone-based guest sales (inbound and outbound guest calls) within a shift environment.
• Hybrid working will be an option after training and onboarding, when possible. This will typically be 3 days in the office. Where we have promotions and other critical peaks, office-based will be required.
• Earnings: During this initial 9-week period, you will receive a guaranteed commission payment equivalent to your standard KPI conversion. We offer uncapped earning opportunities, with our Travel Consultants earning an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more. Actual earnings may vary based on individual performance.
• Development: You will be invited to a familiarisation trip within your first 9-12 months in the role to experience our guest experience firsthand.