Loyalty Team - Guest Loyalty Consultant

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.

Role Purpose

This role is an exciting opportunity for a seasoned travel professional to actively manage and regularly engage with a dedicated list of guests known to Scott Dunn, who have travelled but who have not yet booked their next holiday, as well as prospective guests gained through business partnerships and referrals. You will be proactively outbound calling guests to engage with them to create highly qualified leads for the Travel Consultants to convert into bookings, ensure that our most treasured guests are recognised for their loyalty, and be a true champion of our guest-centric ethos at Scott Dunn.

Responsibilities

• Engage on email, text, phone and face to face with historical Scott Dunn guests to reintroduce them to our services and inspire them to travel with us again.
• Actively remind guests “Why Scott Dunn” is always the best choice for them.
• Proactively generate qualified leads for the sales team by using your travel knowledge.
• Generate new enquiries and monitor as they progress until they are successfully converted.
• Flag guests who could potentially be part of our Scott Dunn Private VIP programme.
• Engage with guests when they return from their trips to listen to feedback, instigate actions where appropriate and protect future loyalty.
• Manage your guest list so that each and every guest has a dedicated point of contact and feels valued.

Duties

• Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel Consultants.
• Proactively calling allocated guests from the Scott Dunn database.
• Using our CRM to find appropriate reasons to call guests, e.g. new offers, new products, birthdays etc.
• Meeting guests and prospective guests face to face to aid conversion.
• Arranging guest events to gain further engagement.
• Ensuring that you are keeping up to date with Scott Dunn product knowledge and budget requirements.
• Working closely with the Private Travel team to offer a Lite version of a VIP programme.
• Proactively keeping up to date with personal research on destination information, e.g. weather patterns, flight durations, activities and suitability for guests.
• Recording guest information accurately on the Scott Dunn database.
• Attending all internal and external training courses.
• Conducting educational and research trips abroad, completing all required website and product updates and presenting back to teams.
• Attending trade shows and promotional events in the UK and abroad.
• Training colleagues with knowledge gained from areas visited.
• Such other duties as management may reasonably require from time to time.

Requirements

• Passion for travel, and extensive global travel knowledge of destinations.
• Previous Travel Industry experience in a guest-facing role.
• Unwavering dedication to exceptional guest service delivery.
• Strong relationship management and interpersonal skills.
• Enthusiastic, engaging and polite telephone manner.
• Proven organisational and prioritisation skills.
• Excellent attention to detail.
• Systems and database competency.

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 complement 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 subsidised 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.