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Company

Scott DunnSee more

addressAddressSolana Beach, CA
type Form of workFULL_TIME
salary Salary$50K - $71K (Glassdoor est.)
CategoryInformation Technology

Job description

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.

Travel Consultant – Tailormade and Group Trips
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.
We have a vacancy for a dynamic, motivated individual to join our team as a hybrid Tailormade and Groups Trip Travel Consultant. Our Tailormade business is focused on creating customized luxury vacations based on destination expertise, and our Group Trip business is for our guests looking for a personal approach to leisure travel either with friends and family they know, or as a hosted option by Scott Dunn. This is a new area of our business, so you will be an integral part of shaping the role and the team. You will work to create and deliver high quality, inspiring and prompt vacation ideas, quotations and experiences that stand out from anything else your guests may be looking at elsewhere. We will be planning group trips for friends, families, as well as smaller groups who may not know each other. Most of our group trips are by invitation only to repeat guests or individuals in our database.
Role Purpose
The Tailormade and Group Trip Travel Consultant will work alongside the product and new business development team, creating, selling, and administering group holidays exclusively for Scott Dunn. Your role requires meticulous attention to detail and the ability to work with colleagues across the business across various functions. This role will create and offer creative product and experiences tailored specifically to our guests’ profile in the itinerary creation, pre departure support, destination supplier management communication, on-trip support, and post trip review and wrap up. This role will be working across 5 – 6 group trips a year, and when there is not the focus on a group trip, will have the opportunity to sell tailormade holidays as well.
Responsibilities
  • To partner with destination experts, new business development team, and our suppliers on creating specialized group trips, and then taking ownership of all aspects of creating, selling, booking, and operating the group trip, including written and verbal quotations
  • To develop a deep understanding of this market’s needs, communication style, and the possibilities of our guests’ travel to develop the best-in–class, specialized group trip opportunities
  • To deliver exceptional and personalized guest service at all stages of booking and demonstrate the key values of Scott Dunn
  • Support the Sales Operations team with the group trip documentation
  • To develop excellent product knowledge and take responsibility to consistently grow own knowledge in additional areas of Scott Dunn top end global products
  • To meet guests and key partners on a face to face basis when required
  • To support all marketing initiatives including itinerary development, invitation email, website management, email campaigns, PR, and promotional events
  • To work towards team sales targets and meet individual Key Performance Indicators
  • To contact guests on their return to receive feedback and drive new enquiries
  • To learn and become conversant with all computer software applications
  • To work closely with all departments and teams
  • To deliver exceptional and personalized guest service at all stages of booking and demonstrate the key values of Scott Dunn
  • To support fostering repeat guests through exceptional service, communication, and product creativity and knowledge in meetings and itineraries crafted
Duties
The duties that derive from these responsibilities include but are not exclusive to:
  • Taking responsibility for the guest journey as a seamless continuation following the first introduction, all the way to post travel and further on to repeat travel
  • Understand your group trip destination’s economy, history, society and politics to ensure we are ‘in the know;’ at all times
  • Demonstrating exceptional attention to detail in the creation of the trip, partnering with our suppliers on costing, and then delivering accuracy and personalization in all communication with guests both pre and post trip
  • Speaking to all guests on the phone, video, in-person or their chosen method
  • Capturing all personal preferences in Scott Dunn’s systems that will be effectively referred to and updated at all future touch points
  • Using emotionally intelligent sales skills to convert enquiries into bookings
  • Responding to all enquiries in an efficient and timely manner that exceeds guests’ expectations
  • Handling high volumes of guest phone calls during peak periods
  • Management of invoices including handling payments, collecting guest details and organizing meticulous pre-arrival information
  • Overseeing and completing all travel documentation accurately within specified time frames
  • Maintaining contact with guests between booking and departure date, including arranging all concierge requirements pre or on trip
  • Ensure that travelling guests are supported through Scott Dunn’s out of hours cover as necessary and stepping in where required
  • Maintain a high NPS score through exceeding service expectations
  • Acting on any feedback or complaint swiftly to ensure a great guest experience, liaising with the Guest Satisfaction Executive where necessary
  • Recording essential data and information using Scott Dunn’s IT software
  • Booking guest flights if requested, and managing reservations and choosing airlines and routes that are best tailored to guests’ preferences
  • Work with the Scott Dunn product team to utilize and enhance supplier relationships
  • Attend all internal and external training courses as required
  • Conduct familiarization trips abroad and present back to teams identifying new potential product opportunities to excite our guests
  • Manage accounting for costs and margins on each booking in line with guidelines for each product area
  • Collaborate with the team on sales and service requirements, which may include refining our guest experience and process.
  • Such other duties as management may be reasonably required from time to time
Skills & Experience:
  • Minimum 1 year as a Travel Consultant or in Sales Operations
  • Sales driven with a keen eye for numbers
  • Pro-active in identifying and implementing innovative product opportunities, working closely with the business development team on group trip ideas, and process improvements
  • Passion for travel and exploring the world
  • Driven and passionate to create luxury group trips and then to convert the enquiries to bookings
  • Extensive experience in working with luxury guests
  • Superb, rounded knowledge of destinations and a constant approach to learning new products/destinations
  • An excellent track record in accuracy and business acumen
  • Ability to meet deadlines and deliver high quality service
  • Ability to work under pressure, at times outside of regular business working hours as the business and the guests require
  • Previous experience with group trips is preferred
  • Experience with costing models is a plus
Job Type: Full-time

Benefits:
  • 401(k)
  • Employee assistance program
  • Employee discount
  • Health insurance
  • Company loyalty scheme - Travel fund
  • Paid time off
  • Parental leave
  • Hosted social engagements
Schedule:
  • Monday to Friday – 8:00 – 5:00
Supplemental Pay:
  • Commission structure
Location:
  • San Diego, New York, or Remote
Experience:
  • Luxury leisure travel sales and/or operations: 1 year (Required)
Values & Behaviors
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.
Show more
Refer code: 3328683. Scott Dunn - The previous day - 2023-03-23 07:46

Scott Dunn

Solana Beach, CA
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