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Refer a friend Job no: 528350
Brand: Scott Dunn
Work type: Hybrid
Location: London
Categories: Leisure Travel & Retail
Senior Travel Consultant – North America
Joining our specialist North America team, we are seeking a Senior Travel Consultant eager to create travel experiences that inspire and instil a love for travel in our guests. This involves taking ownership for all aspects of selling luxury, tailor‑made holidays to our discerning guests, whilst navigating and creating experiences across North American destinations – Canada, California, the Southwest, the Rockies, New England, New York, Florida and Hawaii. A smaller number of Central American countries may also be sold depending on knowledge and experience.
Responsibilities
* Take ownership of all aspects of selling and booking a holiday, including written and verbal quotations and holiday documentation
* Contact guests on return to receive feedback and create new enquiries
* Work towards individual and team sales targets and meet Key Performance Indicators
* Develop excellent product knowledge for immediate sales area and within all areas of the Scott Dunn portfolio
* Support all marketing initiatives including brochure production, website management, email campaigns, PR and promotional events
* Meet guests face‑to‑face when required
* Become conversant with all computer software applications
* Work closely with all departments and Sales teams
Duties
* Manage the guest journey from first contact to post‑travel and repeat travel
* Demonstrate excellent attention to detail and accuracy in all communication with guests
* Speak to all guests on the phone and organise their holiday, listening effectively to the guest and their requirements
* Meet guests at their request
* Use sales skills to convert enquiries into bookings
* Respond to all enquiries efficiently and timely
* Handle high volumes of guest phone calls during peak periods
* Manage invoices, including handling payments, collecting guest details and organising pre‑arrival information
* Complete all travel documentation within specified time frames
* Maintain contact with guests between booking and departure date, including arranging all concierge requirements
* Record essential data and information using Scott Dunn’s IT software
* Act on any feedback or complaint swiftly to ensure a great guest experience, liaising with the Guest Relations Executive where necessary
* Book guest flights and manage reservations through Travelport
* Attend all internal and external training courses
* Conduct familiarisation trips abroad and present back to teams and update website
* Attend trade shows, and promotional events in the UK and abroad
* Train colleagues with knowledge gained from areas visited
* Account for costs and margins on each booking
* Contribute to the team over and above standard sales and service requirements
* Other duties as management reasonably requires from time to time
About You
Given this is a Senior opportunity, you will have acquired extensive tailor‑made travel sales experience across North America with a preference for luxury. Other requirements include:
* Sales driven with a keen eye for numbers
* Enthusiastic and polite telephone manner
* Excellent attention to detail
* Proven organisational skills
* Previous experience of delivering exceptional customer service
Values & Behaviours
* 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. Energetically seek out and share new ideas and insights. Embrace feedback. Continuously improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
* Inspiring – Look to the future. Constantly seek opportunities to make travel memorable and sustainable. Be more we. Work collaboratively and value different viewpoints. Win together. Celebrate each other’s successes and have fun.
Location
Office based in our London, Hammersmith office.
Why Work for Scott Dunn
* Career Growth – Career progression aligned with chosen path, access to internal opportunities across global offices.
* Tools to Succeed – Personal and professional development, unlimited LinkedIn Learning, 1 hour per week for development.
* Rewards & Loyalty – Commission and bonus incentive schemes, personal travel fund, 23 days annual leave plus bank holidays rising by 1 day per year of service (up to 30).
* Recognition – Monthly, quarterly, annual awards, opportunity to win a place at Flight Centre Travel Group’s annual Global Gathering.
* Job & Industry Perks – Subsidised private healthcare, pension scheme, staff travel insurance, 3 days paid volunteering leave, cycle to work and season ticket loan schemes, staff travel discounts, share options in Flight Centre Travel Group.
Diversity, Equity & Inclusion
Scott Dunn champions equality, diversity and inclusivity in all its forms. We are signatories of the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. Our recruitment process is inclusive and recognises the value of differences. If you require support or accommodations, contact recruitment@scottdunn.com.
Apply
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.
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