Scott Dunn Private - Private Travel Manager

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

Taking ownership and accountability for a dedicated pool of Scott Dunn Private members, the Private Travel Manager will work as part of the Scott Dunn Private team and be the go-to for their selected book of members who have been invited or referred to join the exclusive membership which requires a minimum spend each year and commands a meticulous level of service. The Private Travel Manager will build a personal relationship of trust with their members, inspire them with travel stories meaningful to them so that they can travel map their members' diary and then execute unrivalled travel experiences seamlessly. The Private Travel Manager will have access to Scott Dunn's expert network of award-winning destination champions, an assistant, an incredible supplier network and other supporting functions across the business to ensure their member experiences the very pinnacle of Scott Dunn's service.

Responsibilities

• Meet and onboard new members into Scott Dunn Private
• Build strong relationships with your own portfolio of members
• Gain new referrals from your satisfied and engaged members
• Develop a personalised contact plan for each member, leading to enquiry generation, retention, and growth in booking numbers per member
• Represent Scott Dunn Private at both member-only and industry-wide events
• Capture all member personal preferences in Scott Dunn's systems that will be effectively referred to and updated at all future touch points to use to finesse your personalised approach
• Take full ownership of all aspects of selling and booking a member's holiday, including written and verbal quotations and holiday documentation, often in conjunction with a destination expert
• Collaborate with our product team where gaps in the portfolio may exist to fulfil all of the members' travel needs
• Account for costs and margins on each booking in line with guidelines
• Sign off all travel documentation within specified time frames
• Ensure plans are in place for travelling members supported through Scott Dunn's out of hours cover but stepping in where required
• Act on any feedback or complaint swiftly to ensure a great member experience and lead on recovery solutions with the support of the Guest Relations team
• Work to targets and meet individual Key Performance Indicators
• Maintain an NPS score of above 80 through exceeding service expectations
• Train colleagues with knowledge gained from areas visited and support the wider Scott Dunn Private team with knowledge sharing, taking a team approach to bookings across the Scott Dunn Private team when required and to support in the absence of colleagues
• Ensure every itinerary is hyper bespoke and tailors perfectly to the members' needs meaning we are always being 'inspiring'
• Conduct familiarisation trips abroad and present back to teams whilst always identifying new potential product opportunities to excite our members
• Collaborate with the destination managers to understand the contact list of our key products to create Wow moments for the members
• Support all marketing and product including brochure production, website management, email campaigns, PR and frequent promotional events as required
• Collaborate with the international Scott Dunn offices to support Scott Dunn Private members internationally

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 at our premises in Hammersmith for at least 3 days a week. There will be an initial induction period where you may be asked to attend the office daily.

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 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 Group's 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 for further information or alternative application processes to support your requirement.