Location
Chester, Cheshire | United Kingdom
Job description
Overview and what we offer
- Chester Office
- Refer a friend for £1000 bonus which is unlimited!
- Extra earning potential with Incentive Scheme
- Fam Trips
- Generous holiday entitlement
- Hotel and airline discounts
- Discounts on sporting events and tickets
- Exclusive discounts for mobile phone providers, designers, retailers, days out, gym memberships and much more
- Employee Assistance inc access to free counselling
Who we are
Elegant Resorts is one of the leading luxury travel brands in the UK which is part of The Portman Travel Group that includes If Only, Clarity Business Travel, Brighter Events, and Destination Sports Group.
Our awards
In 2022, Elegant Resorts was proud to have secured the Feefo Platinum Trusted Service 2022 award for a third year running; an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by its customers. Feefo gives Platinum Trusted Service awards to businesses that have achieved the Feefo Gold standard for three consecutive years or more
We were also thrilled this year to be ranked in second place globally in the “Best Tour Operators” category, at the Conde Nast Traveller Readers’ Travel Awards, with a score of 97%, in recognition of our many years of experience and vast knowledge of our destinations.
Role Purpose
To assist the Deputy Head of Sales in driving, motivating, coaching and developing a team of luxury travel experts, to achieve successful results and deliver and exceed department/company KPI’s. Responsible for managing the team on a day-to-day basis the role requires a driven, motivated and agile person who can build and maintain strong and effective relationships to drive customer service excellence and an outstanding customer experience. Passion, positivity, resilience and results driven alongside a patient, supportive attitude to developing others and helping them achieve their personal goals is essential.
Accountabilities
- Monthly 1:1’s with sales consultants
- Monitor individual performance identifying key training needs and areas for development
- Quarterly performance reviews
- Take ownership of complex customer or employee enquiries demonstrating excellent problem-solving skills to assist in the resolution of a positive outcome
- Rota management, ensuring 6pm shifts, bank holidays and weekends are all resourced sufficiently
- Ensure daily workload is distributed effectively and fairly to ensure that all customer enquiries are responded to in a timely manner, including ‘online sales enquiries’ and ‘next on the list’ referrals.
- Monitoring of Livechat and replying to sales enquiries in a timely manner
- Closely monitoring of online sales enquiry demand
- Focus on customer acquisition and retention ensuring KPI’s are met
- Support the team on a day-to-day basis to maximise sales opportunities and achieve the revenue, margin, KPI and SMA targets
- Lead by example and drive a professional selling culture within the sales team
- Drive the team to maximise conversion
- Drive the team to proactively ‘up sell’ to add value for the customer and maximise revenue and margin
- Take accountability of delegated tasks as directed by the DHOS to ensure key operational performance objectives are delivered to the required standards and timeframes
- Communicate regularly between Managers on resourcing across geo’s, identifying if capacity levels are different and in turn if support can be offered
- Assist with pricing and product queries, building a strong relationship with geographical team
- Identify and communicate to the DHOS any opportunity for process changes to help improve productivity and efficiency
- Communicate effectively (clearly and timely) with other managers within the business to ensure best practice and effective resolution of any issues
- This list is not exhaustive, a full job description will be sent to all suitable candidates that apply
Qualifications:
- At least 3-5 years of recent experience in luxury travel planning and booking
- Strong knowledge of luxury travel destinations and experiences
- Excellent communication and interpersonal skills
- Strong attention to detail and organizational skills
- Ability to work independently and as part of a team
- Customer service-oriented
- Proficiency in travel booking software and application
- Experience as a team leader or manager required
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Job tags
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