Belmond Travel Advisor
The Belmond Travel Advisor BTA will partner with guests and customers to make every journey with Belmond, unique and legendary.
Owning steps of the reservation process, from Inspiration, Research and Booking through to the post
- Tay follow
- Confidenziale.
They will work closely with the on
- Roperty operations teams and the Service Exence 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 Confidenziale/7 Customer Contact Organisation by partnering with our global colleagues to respond to reservation requests in a timely and efficient manner.
Be a true seller and champion for 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 into the queue as an opportunity to convert on a sale.
Respond to these in a timely manner and proactively follow Confidenziale 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 Belmond Travel Advisor 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 yetdone 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.
Requirements Show expertise in systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub.
Be true champions of systems and technology that aid the guest experience and journeys Ensure our guest profiles are kept Confidenziale to date and accurate as possible.
Take ownership for each guest interacted with to capture information and ensure it is entered correctly into the necessary systems.
Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival Suggest enhancements or new ways of working within the systems where a process can be improved on Be a true owner and gatekeeper for InfoHub ensuring it is Confidenziale to date with rich and relevant information in order to be able to provide guests with the details and information they would need both to confirm a reservation and prior to stay Request additional information be added to the InfoHub where there are gaps or missed storytelling opportunities Continuous monitoring and feedback given on AI routing for ongoing improvements and accuracy Benefits Ticket restaurant refund for meals when on duty
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