Guest Experience Director

6 days ago

London, Greater London, United Kingdom FCM Travel Full time

About the Role

We are seeking a highly skilled and experienced Outbound Team Leader to join our team at FCM Travel. As a key member of our leadership team, you will be responsible for guiding and motivating a successful team of outbound consultants to deliver exceptional guest experiences and drive business growth.

Key Responsibilities

  • Foster a high-performance team environment that promotes collaboration and a shared sense of purpose.
  • Drive team members towards achieving exceptional guest satisfaction and loyalty.
  • Identify and provide relevant information to the team to ensure they are up-to-date with product knowledge and industry trends.
  • Support the planning and organization of data lists and CRM maintenance to ensure seamless guest interactions.
  • Ensure that guest loyalty status and records are accurately maintained and up-to-date.
  • Communicate clearly and effectively with the team on sales measurement, guest feedback, and responsibilities.
  • Create an open and honest climate where team members feel empowered to express their views.
  • Support and coach individuals to maximize their personal development and effectiveness.
  • Regularly solicit feedback and suggestions for continuous improvement.
  • Encourage the team to continually grow their knowledge and skills.
  • Escalate blockers to performance and suggest solutions.
  • Ensure consistency and adherence to operational processes.
  • Engage with guests to generate enquiries and support the sales process.
  • Support the Loyalty Manager in monitoring enquiries and clearing blockers.
  • Refer guests to our Scott Dunn Private programme and nurture expired members.
  • Train colleagues on knowledge gained from areas visited.
  • Conduct educational and research trips abroad and present back to the team.
  • Conduct 1:1 meetings with team members as needed.

About You

We are looking for a candidate with a deep passion for global travel and destinations, as well as significant experience working in the travel/luxury travel industry. You will have a proven track record of leading teams and projects, and possess exceptional guest-facing skills. You will also have strong organizational skills, the ability to engage guests, and be an influential and respectful leader.

Values & Behaviours

We are committed to promoting, understanding, and applying Scott Dunn's workplace values. These values are embedded in all roles, and applicants must evidence them 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. Part-time may be considered for this role to the equivalent of four full days per week, and occasional travel to support offsite remote works may be required.

Benefits

We offer a competitive salary and a great benefits package, including:

  • Annual leave plus bank holidays, rising by 1 day with each year of service (max 30 days)
  • Contributory pension scheme
  • 'Cycle to work' scheme
  • Subsidised private healthcare
  • Company loyalty scheme (Travel Fund)
  • Travel insurance
  • Familiarisation trips
  • Recognition awards throughout the year
  • Social events
  • 1 hour per week paid learning & development / personal growth
  • Paid volunteering leave

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