Scott Dunn Private - Private Travel Manager in Hammersmith

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 full ownership and accountability for a dedicated pool of Scott Dunn Private members, each Private Travel Manager will be the go-to for a selected group of members of the exclusive Scott Dunn Private brand. They will nurture the relationship, retain business, and execute with finesse on all travel requirements. The role will offer a personalised approach to leisure travel planning from start to finish. Experience in the arena of wealth and a global travel knowledge is crucial to service the most discerning members in a fast paced and rewarding environment. Your members will expect you to be able to navigate global product and regions whilst discussing their yearly plans. You will generate your own enquiries by inspiring your members’ travel calendars through your consistent communication and delivery of high quality, inspiring holiday plans, quotations and experiences that stand out from anything else your members could find elsewhere. Being one step ahead of your members always is vital, ensuring that a regular planned contact strategy for each member is in place will result in members trusting you solely for anything travel related.

Responsibilities

• Meet and onboard new members into the membership, working with our dedicated Membership Team and CRM Researcher and existing database.
• To develop and record in Scott Dunn’s systems a personalised contact plan for each member, leading to enquiry generation, retention, and growth in booking numbers per member.
• To action a travel mapping service for every member or prospect that is in your portfolio.
• Capturing 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, face to face and verbal quotations and holiday documentation.
• Collaborate with a destination expert where required.
• Source product where gaps in the portfolio may exist with the support of the destination management team.
• Accounting for costs and margins on each booking in line with guidelines for each product area.
• Completing all travel documentation accurately within specified time frames.
• Ensure that travelling members are supported through Scott Dunn’s out of hours cover as necessary and stepping in where required.
• Acting on any feedback or complaint swiftly to ensure a great member experience and leading on recovery solutions, liaising with the Guest Relations team where necessary.
• To work towards targets and meet individual Key Performance Indicators.
• Maintain an NPS score of above 80 through exceeding service expectations.
• Training colleagues with knowledge gained from areas visited and supporting 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’.
• Conducting familiarisation trips abroad and presenting 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.
• To 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.

Essential Requirements

• Proven track record in global luxury travel sales.
• Excellent, proven relationship management skills.
• Sales driven with focus on delivering an exceptional service level.
• Extensive experience working with UHNWIs.
• Impressive interpersonal skills complimented by an articulate communicate style and eye for detail.
• A passion for being ‘in the detail, ‘in the know’, and ‘inspiring’.

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 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.

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.