Concierge Pre-Travel Executive - Solmar Villas

Role: Concierge Pre-Travel Executive

Location: Burton-on-Trent

Contract Type: Permanent, Full time, 5 days a week, including weekends (typically 1.5 weekends a month are required).

Hours: Our phone lines are open from 8am-6pm, 7 days a week. During peak periods we are open until 8pm. Rotas and shifts are provided in advance.

If you’re passionate about customer service and love the thrill of holiday planning, this is the perfect opportunity for you. This role is essential in making sure our customers are thrilled and prepared for their upcoming villa holiday.

The Role:

• As a Pre-Travel Executive, you will be the first point of contact for guests in the lead-up to their holiday, ensuring they receive clear, accurate, and timely information.
• You’ll play a key role in handling pre-travel queries, resolving any concerns, and ensuring guests feel well-prepared and excited about their trip.
• Your role is crucial in delivering exceptional guest service, setting expectations, and ensuring a smooth and hassle-free journey from booking to arrival.
• You will communicate with a variety of guests, including direct bookers, travel agents, and third-party partners such as Jet2 and British Airways.
• This is a fast-paced role that requires excellent written and verbal communication skills, problem-solving abilities, and strong attention to detail.
• The role is based in our head office in Burton-on-Trent and offers hybrid working (Monday - Wednesday will be required in the office).

Responsibilities:

• Guest Communication & Support: Act as the main point of contact for guests prior to travel, answering any queries via phone, email, or live chat. Provide accurate and timely information on villa details, facilities, check-in processes, and local area recommendations. Assist guests with special requests, including dietary needs, accessibility requirements, or additional in-villa services. Ensure guests receive their travel documents, check-in details, and key collection instructions well in advance of their trip. Maintain a friendly, professional, and informative approach in all guest interactions, ensuring a smooth pre-travel experience.
• Booking Management & Amendments: Process villa moves when necessary, liaising with suppliers, Villa Managers, and internal teams to offer alternative accommodations and ensure a seamless transition. Handle booking amendments such as date changes, upgrades, or adding/removing guests, ensuring accuracy in all updates. Assist guests with adding on extras, including car hire, transfers, and in-villa services, ensuring all details are logged correctly and communicated to suppliers. Work closely with our sales team to ensure guests are aware of optional extras that can enhance their stay. Maintain accurate records of all guest communications and booking amendments within internal systems.
• Handling Different Guest Types: Manage communications with a mix of guests, including those booking directly with Solmar, via travel agents, and through third-party partners (Jet2, British Airways, etc.). Ensure the correct pre-travel processes are followed for each guest type, based on supplier agreements and contractual obligations. Provide tailored assistance to trade partners and third-party bookings, ensuring they receive the correct documentation and information for their customers.
• Problem-Solving & Proactive Support: Identify and resolve pre-travel issues before they escalate, ensuring a smooth guest experience. Flag any potential concerns, such as unconfirmed supplier services or missing documentation, to prevent in-resort issues. Proactively communicate any last-minute villa changes or errata to guests, managing expectations and offering suitable solutions.
• Collaboration & Team Support: Work closely with the Pre-Travel Team Leader and other departments, including Guest Care, UK Operations, and Overseas Teams, to resolve any guest concerns. Maintain strong relationships with suppliers and contractors to facilitate quick and efficient issue resolution. Support colleagues by sharing best practices, assisting with complex cases, and ensuring the team meets service level expectations.
• Other Responsibilities: Assist with seasonal peaks and operational demands, ensuring a smooth and efficient workflow. Take on additional responsibilities as required to support the wider team and company objectives.

You will have:

• Exceptional communication skills – both written and verbal.
• A solution-focused mindset with the ability to problem-solve efficiently.
• Strong attention to detail, ensuring accuracy in all guest communications and booking updates.
• The ability to work effectively under pressure in a fast-paced environment.
• A passion for delivering outstanding guest service and enhancing the pre-travel experience.
• Team player.
• Excellent telephone manner.
• Good working knowledge of Microsoft Office packages.

What we offer:

• Hybrid working environment.
• Cyle to work Scheme.
• Travel perks and industry discounts.
• Private Health care.
• 33 days holiday (including bank holidays), plus option to purchase additional leave.
• Pension.
• Study support and opportunity for training and development.
• Electric dreams EV Salary sacrifice scheme.
• A collaborative, ambitious culture where your voice and leadership will shape success.