Business Unit: Insider Journeys - UK Responsible To: Sales and Operations Manager Location: Oxford, UK
The role holder will primarily work as a Travel Consultant, with additional responsibilities and will act as a support and cover for the Sales and Operations Manager. They should be an enthusiastic, dynamic team player, who is organised and computer literate. They should have travelled in Asia (ideally Vietnam, Cambodia or China) and have a genuine passion for the region. A degree level education, sales and travel industry experience would be a bonus.
Principal Duties (Travel Consultant)
To facilitate the buying decision of clients for Insider Journeys product.
To qualify the client is purchasing the tour or itinerary that will maximise their enjoyment of their chosen destination and thereby maximise the total potential value of the sale.
To provide to the customer all of the necessary product knowledge and technical support to complete the sale including:
- Provision of detailed and accurate quotations, itineraries and support material.
- Airline fare information and reservations where needed.
- Ground operator booking requests and confirmations.
- Internal accounting, recording history and file maintenance via the in house reservations system.
- Following of procedure to ensure correct documentation including itineraries, travel vouchers and airline tickets are despatched on time - every time.
To follow the booking and reservations procedure.
To check and ensure accurate and presentable travel documents after final payment has been made (pre departure information, itinerary, vouchers, air tickets etc).
Maintain customer database accurately with contact details and enquiry source.
Additional Duties as Team Leader:
To create and drive a professional selling culture in the front line sales team, leading by example.
To be involved with the induction and training of new staff, and the coaching and mentoring of existing staff.
To handle customer service issues escalated above sales consultant level in the absence of the Sales and Operations Manager, in a timely and professional manner and bringing any serious customer service issues to the attention of senior management.
Ensure that team members are following office systems and procedures at all times.
To act as a point of contact for the sales team to raise issues and concerns in a professional and discreet manner that might need to be escalated to the UK management team.
To be included in the roster for manning the 24 hour emergency phone.
To oversee the agency payment schemes (CAPS etc) in the absence of the Sales and Operations Manager, and to ensure payments received from the schemes are added to bookings on the day they are received.
To work with marketing and product to ensure staff are informed of and trained on all specials.
To have the knowledge and ability to run reports from IOL to update statistics to the team and wider company, and to update the team on their performance against targets and incentives.
To provide operational assistance to the UK office in the absence of the Sales and Operations Manager.
Ensuring the Sales and Operations Executive’s responsibilities are covered by the team in their absence
To attend occasional Sales and Marketing meetings, especially in the absence of the Sales and Operations Manager
To be able to communicate to the inside and outside sales teams, and the wider company in the absence of the Sales and Operations Manager
To oversee new and existing group enquiries in the absence of the Sales and Operations Manager
It is expected that in the course of your duties you will acquire a full understanding of all products, both group and independent. You will be required to use this information along with a professional and efficient telephone manner to service our clients to the highest standard at all times. It is expected you will possess or develop the following skills:
A friendly and professional telephone manner at all times.
Ability to reflect company approach in all tasks in a reliable committed manner.
Excellent understanding of the unique selling propositions of Insider Journeys small group holidays; constantly updating product knowledge of all Insider Journeys destinations.
Selling skills including the ability to up sell and handle objections to close a sale.
Attention to detail and ability to follow office procedure.
Build a rapport with clients.
Ability to demonstrate your previous travel experience to clients giving them the confidence that Insider Journeys have up to date and detailed knowledge of their chosen holiday destination.
Ability to maintain files thoroughly to ensure others can easily take them over in your absence. Good organisational skills, accuracy, follow up, complete set tasks and time management.
Demonstrate excellent leadership, maintaining a positive and constructive attitude
To be a true team player.
Excellent customer service ethics.
You will report directly to the Sales and Operations Manager.
Please apply by email with a covering letter, attaching your CV and your current salary to Paul O’Brien at firstname.lastname@example.org. Applications close on Friday 31 Jul 2015. Only shortlisted candidates will be contacted.