Travel Concierge Assistant
Location: Lincoln
Sun-hat Villas & Resorts
1. Job Summary
At Sun-hat Villas & Resorts, we know a thing or two about luxury. For over 25 years, we have specialised in hand-picked villas and resorts across The Algarve, Tuscany, Barbados, Mallorca and more. With an ABTA accredited reputation and a dedicated team of experts, we pride ourselves on professionalism, integrity and first class customer service.
Our service is consistently recognised by our clients, with Feefo reviews rated 4.9/5 and excellent feedback across Trustpilot and Google Reviews.
We are now seeking a Travel Concierge Assistant to join our Lincoln team. This is a service led, client focused role ensuring guests have a seamless holiday experience from booking through to departure.
1. Duties
2. Prepare, print and post booking information packs to clients.
3. Handle customer requests such as early check-ins, arranging equipment hire, taking payments and additional concierge services.
4. Provide occasional support by phone and email to guests overseas (in resort) to assist with urgent queries or requests.
5. Liaise with villa owners and property management companies to confirm details for arrivals.
6. Research villa facilities, amenities and local area information in response to client queries.
7. Ensure all booking documentation and information is accurate and complete ahead of travel.
8. Load rates and new inventory into the system.
9. Update website descriptions, availability, booking rules and special offers.
10. Advise customers who have already booked of any changes to their chosen property.
11. Load arrival information for upcoming bookings, such as driving directions and guest instructions.
12. Responsibilities
13. Provide exceptional customer service by always exceeding customers' expectations, by phone and email - with a professional and personable manner.
14. Manage multiple tasks efficiently, especially during busy periods.
15. Ensure every customer feels valued, supported and well informed throughout their holiday journey.
16. Support colleagues with additional administrative tasks when required.
17. Uphold the company's reputation for excellence and attention to detail.
18. Job Type and Salary
19. Job Type: Full-time, permanent, in-person
20. Salary: £25,400
Office Hours:
* Monday–Friday: 08:30–17:30
* Saturday: 09:30–13:30 (on a rota basis)
* Benefits
* Enhanced company pension scheme
* Employee discount on holidays
* On-site parking
* Performance bonus
* Office location within close walking distance of the Bailgate area of Lincoln
* Full training provided, with opportunities to learn about our villas and destinations
* Opportunity to travel on resort visits to our overseas destinations (primarily the Algarve) to view villas and hotels, and to meet with our overseas team members
* Occasional travel may also be required for training purposes (attending training courses)
* Supportive and professional team environment
* Be part of a brand consistently recognised for service excellence (Feefo 4.9/5, Trustpilot & Google)
* Experience
Essential:
* Excellent telephone manner – friendly, clear and professional.
* Strong organisational skills with great attention to detail.
* Confident communicator, both verbally and in writing.
* Ability to work efficiently during busy periods.
* Personable, approachable and client focused.
* Comfortable liaising with a wide range of clientele to meet their needs.
* Team player willing to support colleagues.
* Previous experience in a customer service, concierge or travel operations role.
Desirable:
* Knowledge of luxury travel or holiday operations.
* Full UK driving licence (desirable for overseas resort visits).
Job Types: Full-time, Part-time, Permanent
Pay: £25,400.00 per year
Expected hours: 40 per week
Benefits:
* Company pension
* Employee discount
* On-site parking
Application question(s):
* Are you located in Lincolnshire?
Work Location: In person