Job Description
We are looking for a Luxury Sales Specialist to join the Guernsey Reservations team, can be based in London and can also work from home if needed.
We are seeking a dynamic sales professional to drive conversions and deliver exceptional service. This role requires building and nurturing strong relationships with guests, ensuring they are excited to book Uniworld and feel supported and heard as they prepare for their upcoming trips. Success in this position depends on the ability to identify sales opportunities, proactively guide guests through the booking process, and maximize revenue potential. A thorough understanding of all Uniworld products and policies is essential, along with the ability to effectively communicate this expertise over the phone and via email.
KEY RESPONSIBILITIES
Luxury Sales
Provide information to guests for the purpose of promoting products and securing reservations, matching the right product to the right customer.
Ensure accuracy in every aspect of each sales transaction. Identify, research and resolve issues related to customer satisfaction.
Leverage strong customer service and sales skills to maximize sales opportunities on each travel agent or customer contact.
Learn and use software applications to efficiently process sales transactions.
Responsible for maintaining KPIs in a high-volume inbound call center.
Customer Service
Manage incoming calls, livechat and email involving routine client pre-departure inquiries on existing reservations. Troubleshoot, research and respond to pre-departure inquires form our travel partners and guests.
Responsible for responding to guests’ needs and requests in a timely manner, i.e. returning calls, answering emails and following through on pending issues as it pertains to the booking process, or any questions that come up after a guest is booked but before they travel.
Develop, cultivate and maintain positive relationships with guests.
ROLE SUCCESS CRITERIA
A successful Luxury Sales Specialist will maintain a high conversion rate month-to-month, increasing revenue for their team and the company. KPIs tracked include number of guests booked, average revenue per booking and add-on services sold.
Receptive to coaching and training, and motivated to improve and grow with Uniworld
KEY INDIVIDUAL TRAITS
Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.
Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.
Curiosity: Driven by lifelong learning, actively seeks new knowledge, skills, and perspectives to enhance performance and personal growth. Embraces continuous learning as a core value.
YOUR EXPERIENCE AND EXPERTIS
At least three years of travel industry or call centre experience in a sales capacity required.
Salary is £26k plus very generous incentives that are paid on each booking based on revenue/conversion.