Guest Loyalty Specialist

2 weeks ago

London, Greater London, United Kingdom FCM Travel Full time

The Opportunity

We are seeking a seasoned travel professional to actively manage and regularly engage with a dedicated guest list for FCM Travel as a Guest Loyalty Consultant. The dedicated lists are those guests yet to book their next holiday experience with us, or prospective guests gained through business partnerships and referrals.

As a Guest Loyalty Consultant, you will be proactively outbound calling guests to engage with them to create highly qualified leads for the Travel Consultants to convert into bookings. Being a true champion of our guest-centric ethos at FCM Travel, you will ensure that our most treasured guests are recognised for their continued loyalty.

Responsibilities

  • Engage on email, text, phone, and face-to-face with historical FCM Travel guests to reintroduce them to our services and inspire them to travel with us again
  • Actively remind guests 'Why FCM Travel' is always the best choice for them
  • Proactively generate qualified leads for the sales team by using your travel knowledge
  • Generate new enquiries and monitor as they progress until they are successfully converted
  • Flag guests who could potentially be part of our FCM Travel Private VIP programme
  • Engage with guests when they return from their trips to listen to feedback, instigate actions where appropriate, and protect future loyalty
  • Manage your guest list so that each and every guest has a dedicated point of contact and feels valued

Duties

The duties that derive from these responsibilities include but are not exclusive to:

  • Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel Consultants
  • Proactively calling allocated guests from the FCM Travel database
  • Using our CRM to find appropriate reasons to call guests. new offers, new products, birthdays, etc.
  • Meeting guests and prospective guests face-to-face to aid conversion
  • Arranging guest events to gain further engagement
  • Ensuring that you are keeping up to date with FCM Travel product knowledge and budget requirements
  • Working closely with the Private Travel team to offer a Lite version of a VIP programme
  • Proactively keeping up to date with personal research on destination information, weather patterns, flight durations, activities, and suitability for guests
  • Recording guest information accurately on the FCM Travel database
  • Attending all internal and external training courses
  • Conducting educational and research trips abroad, complete all required website and product updates, and present back to teams
  • Attending trade shows and promotional events in the UK and abroad
  • Training colleagues with knowledge gained from areas visited
  • Such other duties as management may reasonably require from time to time

About You

You will truly live the FCM Travel values of in the know, in the detail, and inspiring, as you take our guests on a journey of 'Why FCM Travel' from the initial reconnection through to them connecting in with our expert travel consultants. This will require a deep passion and general knowledge of global travel and destinations – spanning across nearly every corner of the world, in tandem with travel industry experience and an unwavering dedication to exceptional guest service delivery. Other factors that will assist in your application include:

  • Strong relationship management and interpersonal skills
  • Enthusiastic, engaging, and polite telephone manner
  • Proven organisational and prioritisation skills
  • Excellent attention to detail
  • Systems and database competency
  • Effective Team Player

Values & Behaviours

All employees must promote, understand, and apply FCM Travel's workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

  • 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. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain, and partner with the best.
  • Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other's successes and have fun.

Location

This role is based in our Hammersmith, London office. This is a full-time role, with flexible/part-time work available to the equivalent of three full days per week for the right candidate.

Benefits

We offer very competitive salaries and a great benefits package including the following:

  • days annual leave plus bank holidays, rising by 1 day with each year of service (max )
  • Contributory pension scheme
  • 'Cycle to work' scheme
  • Familiarisation Trips
  • Subsidised private healthcare
  • Company loyalty scheme (Travel Fund)
  • Travel insurance
  • Recognition awards throughout the year
  • Social events
  • 1 hour per week paid learning & development / personal growth
  • Paid volunteering leave

#LI-CM2#SD#LI-Onsit

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