- The Belmond Travel Advisor (BTA) will partner with guests and customers to make every journey with Belmond, unique and legendary. Owning all steps of the reservation process, from Inspiration, Research and Booking through to the post-stay follow-up. They will work closely with the on-property operations teams and the Service Excellence team for seamless handovers and communications of guest preferences.
- Belmond Travel Advisors will personalise each stay to the guest’s individual preferences. Accurately recording this information in the relevant systems so it is shared with the operations teams who need to execute on these. Understanding the Belmond Audiences and proactively suggesting destinations, products and experiences that match to the guest profile.
- The BTA team will be skilled across the full Belmond portfolio of products and be able to manage any guest/customer query. The team will ensure we deliver on our promise of a 24/7 Customer Contact Organisation by partnering with our global colleagues to respond to all reservation requests in a timely and efficient manner.
Primary responsibilities include:
- Be a true seller and champion for all Belmond products across the full portfolio and be able to accurately describe, promote and convert on any product a guest wishes to book at
- Treat every booking, rate and availability enquiry that comes into the queue as an opportunity to convert on a sale. Respond to these in a timely manner and proactively follow up until the case is fully resolved.
- Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel
- Meet assigned conversion targets ensuring we convert on as many sales opportunities as possible
- Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
- Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner
- For each and every stay, understand the guest motivation for the trip and who they are travelling with. Tailor the conversation based on these and if the guest is brand new to the Brand/Product or if they are long term loyal fan
- Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests
- Upsell- treat every reservation as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.
The Belmond & LVMH Family
- Working apart of the Contact Centre Organisation is being the first point of contact for all of Belmond’s global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. Joining Belmond, you are apart of the team and you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.
- 2 – 4 years relevant experience within a similar role. Travel and hospitality preferable
- Working knowledge of MS Office
- Ability to follow instructions & work independently when required
- Excellent knowledge of computer reservation computer programs
- Strong problem-solving skills
- Detail oriented and highly organized
- Strong ability to manage time and prioritize tasks
- Strong sales and interpersonal skills § Customer service skills
- Knowledge of the hotel / travel trade industry both in domestic and international sectors
- Computer literacy skills
A high level of professionalism and confidentiality/discretion.
High level of integrity.
Quality and customer service driven.
Confident and presentable.
Professional and pleasant disposition.
Ability to use initiative and be proactive. Strong and effective communication and problem-solving abilities essential. Self-motivated and results driven approach.
Be able to work shifts, weekends & public holiday.
- Competitive salary and benefits
- Ongoing Learning and Development opportunities
